Home > Looking for a Billing System > Success > Peoples Telephone Cooperative
Peoples Telephone Cooperative boosts productivity with CRM
When we find a company doing an outstanding job using our products to their fullest extent, we love to share! For this success story, we want to highlight Peoples Telephone Cooperative’s use of Customer Master’s CRM (Client Relationship Management) feature. The Texas-based company uses CRM in six different ways to boost productivity with more ideas in the works.
If you are not familiar with CRM in Customer Master, it is a central location to store notes on account contacts. Users instantly see a history of contacts with a customer when an account is opened. From noting billing inquiries to tracking marketing efforts, CRM helps ensure customers receive a consistent message, and it keeps all associates on the same page.
Mcxie Hurst, Peoples’ Marketing Manager, said having instant access to all the information available on the customer’s account is the feature’s biggest benefit.
“We try very hard to keep everything in one place and CRM gives us the opportunity to make notes that we would otherwise hoard in emails,” Mcxie said.
She said Peoples has been using Customer Master’s CRM feature since they converted to MACC in 2016. Initially, CRM was used to simply track billing inquiries, but as time went on the company found some unique uses for the feature. Mcxie said Peoples is now using CRM in the following ways:
Billing Department – This team uses CRM frequently for customer communications including returned mail and payment discussions. Sometimes these discussions require the ‘Inquiry Note’ to alert the rest of the team.
Marketing – We are correlating our fiber-to-the-home upgrades and using CRM to add a pop-up to customers who are eligible for the upgrade. This helps all our teams know immediately to offer the upgrade, which is important as we are eventually retiring our copper-based services.
Marketing – After sending annual disclosures in bill inserts, we load a CRM note on the account as a point of reference for the future.
Field Technicians – Peoples has current company goals which require us to track upsells. Using the CRM tags in MACC Mobile, the supervisor can track when a field technician sells our protection plans or other upgraded services in the field.
Network Research – To track requests for speed upgrades in our fixed wireless network where constraints will not allow service, we have created a CRM note to specifically track where to upgrade the network.
Regulatory – We track copyright violations as well.
She said in the very near future, the company also plans to start using CRM to track inquiries from customers wanting a fiber connection where the service is currently unavailable. Peoples’ employees first learned how to use the CRM feature during training they received with their initial conversion. Mcxie said the company is where it is today with CRM through hands-on usage and as-needed help from MACC’s Software Support Team.
MACC Client Experiences
MACC programs work well for our needs! We have phone, internet, cable tv, satellite internet, and special circuits. We’re able to have good information and notes on all accounts. It’s also exceptional we can access equipment and addresses in a search. We are very happy that our techs have so much information right on the service order.
Judy Copp
Hawkeye Telephone Company
Hawkeye, Iowa
Customer Master (MACC’s BSS/OSS) is always being updated and improved to make it better. As our requirements change, MACC continues to meet them.
Melanie Bloom
Wahkiakum West
Rosburg, Washington
MACC has an overall awesome performance! Customer Master is very easy to maneuver and it has more than one way to get into something.
Shelly Wydock
Ironton Telephone
Coplay, Pennsylvania
MACC made the NLAD transition a painless process
The Customer Master upgrade with the NLAD module couldn’t have come at a better time. I used it to submit my NLAD file for scrubbing and it came back error free. The people at MACC did a great job to get the upgrade implemented. I have been dreading the task of preparing for the NLAD for months, but MACC made the process painless.
Suzanne Reed, Billing Supervisor
UniTel, Inc.
Unity, Maine
Their system is Windows based, it’s easy to use, and they have great customer service.
Carolyn Haga
Consolidated Communications
Excellent results with MACC
We’ve had excellent results with MACC’s customer service. Their three levels of customer support have really been a benefit to us. When you call MACC, they do a great job of getting you to the right person to answer your question.
Jill Madsen, Office Manager
Marne Elk Horn Telephone Company
Elk Horn, Iowa
Everyone at MACC has been committed to help in every way.
Janet McFarland
CentraCom
Fairview, Utah
It’s like you’re their only customer when you call
It’s like you’re their only customer that day when you call to ask a question. Seldom do we even need to receive a call back from MACC as they resolve issues so quickly. MACC offers support for everything we need.
Cheryl Castile, Office Manager
Panora Telco
Panora, Iowa
Why we chose MACC
We’ve been using MACC’s Customer Master for three years. After reviewing software from other companies, we chose Customer Master, because of the program’s ease of use, the overall fit to our company, and our previous experience with MACC’s great customer service.
Linda Peterson, Chief Financial Officer
Emily Cooperative Telephone Company
Emily, Minnesota
On gaining a better understanding of Customer Master
Since the training, our staff has eliminated unnecessary steps and employees now have a better understanding of the big picture of Customer Master.
April Simmons, Office Manager
Wiggins Telephone Association
Wiggins, Colorado
Comments from a new MACC client
Thanks so much for all of your help and support this past week. I’m so impressed by the staff at MACC. You all are great!
Adam Haas, General Manager
Warm Springs Telecom
Warm Springs, Oregon
I never say it enough, but your company is so great to work with. I don’t know what I would do without everyone’s knowledge and kindness. I appreciate all of you more than you know.
Cheryl Noble
Superior Telephone
Superior, Iowa
MACC is always ready to listen to the suggestions we have.
Melanie Kalar
Columbus Telephone Company
Columbus, Kansas
MACC offers an integrated solution
Our decision to choose MACC was based on our company’s growing demands on our billing system. We needed an integrated solution that included customer billing, an inventory system, point-of-sale, and accounting package in one platform. With MACC, these needs have been met, and their solution will serve our company for many years to come.
Susan Hamilton, Vice President
GTI/Grafton Telephone Company
Grafton, Illinois
I appreciate MACC and that you listen to your customers.
Roxanne White
Evertek
Everly, Iowa
MACC · 1-800-622-2502 · P.O. BOX 700, 111 ADMIRAL DRIVE, BLAIR, NE 68008
MACC · 1-800-622-2502
P.O. BOX 700 111 ADMIRAL DRIVE
BLAIR, NE 68008