MBTC eMacc 2015 - maccnet.com · 9/22/2015 1 eMACC Services By: Kati Standley, Account Manager &...

9/22/2015

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eMACC Services

By: Kati Standley, Account Manager& Alli Keogh, SSR and eMACC services RepMBTC 2015

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eMACC

• eBill

• eBill Security Code

• Credit Card Processing

• Important CM reports

• CDS Report

• ezPost

• Bullet Reporting

• Web Self Care

• Web Reporting

• CM Security

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Electronic Bill Pay & Presentment (EBBP)

For Your Business...• Less paperwork for your staff

• Reduce delinquencies

• Lower bill processing costs

• Postage savings

• More timely payments as customers have more payment options each month

• Improved customer retention

For Your Customers…• More payment options• Postage savings• Easy and convenient to access

billing and payment records• Pay anytime and anywhere

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For Your Environment…

If you stop sending paper bills to customers once they switch to eBill, this can result in a significantly lower use of paper and envelopes. While the savings may seem small in the short run, they are significant over the decades that you will serve your customers.

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Option to use Mobile Pay• Make secure payments by responding to a SMS text.• Keeps you connected to more customers• Easy to use for both your associates and customers• Payment records are automatically exported in

Customer Master• Payments are validated and deposited into your bank

account within 48 hours or less.

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• A Customer Service Portal for you and your staff

• Overview of each customers account activity and profile information

• Acceptable payment methods include credit cards, debit cards and ACH

• Maximum website security

• Customer ability to print current and past bills as well as view bill inserts

• Ability to set up an Auto Pay plan

• Automatic email notification of bill readiness and payment confirmation

eBill Includes:

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eBill Button on Inquiry screen, used for new customers

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How do customers access this option?

• Customers will access the EBPP webpage from your company homepage

• You can have your own customizable Welcome page

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Customers Account Summary

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Account Summary –15 month Payment History and Account Activity

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Frequently Asked Questions

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Customers can view Statements and Bill Inserts online

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• Code for Customer Registration Process

Customer Code ‐ Or also called secret code or security code

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Manage CustomerEmail Preferences

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Let MACC’s Creative Services help you!

Advertise eBill with Inserts

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Let MACC’s Creative Services help you!

Web Page Advertising

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• Automated payments via Customer Master

• Automated payments via online customer payments

• Manual payments within Customer Master

Online Credit Card Payment Processing

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Tokenize a Credit Card

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One‐Time Credit Card Payment

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Enter pre‐payments on accounts before any billing charges

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Mag‐Tek Card Reader

Credit Card Swipe: Macc has a device called a Mag‐Tek Card Reader.

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Report to run before you process your credit card payment batch

Credit Card Report

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Sample of report

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Report to run after your Credit Card Processing:

Credit Card Transactions

Report

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Report to run before bill processing:

Credit Card to Bill Errors

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CDS Global Reports

• Monthly Reports• Daily Reports

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Daily Customer Reports

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Daily Payments Reports

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Monthly Reports

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Monthly Reports

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Reports recommended to run on a daily basis

Declined Report

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Refunds Reports

Credit Card Payments by Time Stamp

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ACH Returns

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ezPost• Overall increases in payment efficiencies

• Quicker Payments

• Complete Accounting info

• Elimination of manual payment posting

• Automated reports for your billing system

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Bullet Reporting• Receive access to three daily

reports listing all current payments sent to your company electronically.

• Eliminate unnecessary delinquent notices and disconnection activities on accounts made current at the last moment with online payments.

• Save money by spending less time on delinquents and communications to customers.

Report Times:• 8:00 a.m. ‐ A list of all payments received from 5:00 p.m. the previous day to 7:59 a.m. on the current day.• Noon ‐ A list of payments made between 8:01 a.m. and 11:59 a.m. on the current day.• 5:00 p.m. ‐ A list of payments made from noon to 4:59 p.m. on the current day.

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Web Self CareBenefits for you:• Sell services and provide customer

care even when your office is closed

• Increase customer satisfaction through greater control of their account

• Reduce customer calls for activities like usage requests or trouble calls

• Establish a connection to customers who may not otherwise contact you

Benefits for your Customers:• Sign‐up for new services• Make payments• Report trouble• View long distance or wireless

usage• Update profile information

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Web Self Care – Administration Login

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Web Reporting ManagementReports

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Marketing Reports

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Mediation/Toll Reports

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CABS Special Access Report

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Real Time Reports

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ePay Tool Kit

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ePay Tool Kit

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ePay Tool Kit

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eDataMaster

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Web Reporting Dashboard• See key performance metrics in an

easy to understand graphical format

• Templates can be created and shared to ensure everyone sees the same data

• Timely updates to key metrics

• Completely web‐based for easy use throughout an organization

• User profiles can be created so each group or individual sees appropriate information

• Drill down and export options for all charts and reports.

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Customer Master Security

• A simple measure a company can take to guard against possible error’s created by CSR’s, by reducing the amount of functionality within the software they can access.

• You can assign Customer Master Security Roles to your employees. By having security roles assigned, your employees are limited to what changes they can make in the Customer Master Database.

• It will also limit what modules an employee can access, view or edit.

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Security Spreadsheet Example

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Customer Master SecurityCommon Security RolesNetwork Number Assignment• SO_Num_Assign_Avail ‐ Users can only issue numbers with a

status of Available via the Service Order Number Selector.• SO_Num_Assign_Any ‐ Users can issue any numbers via the

Service Order Number Selector but not insert new ones.

Add New Address• SO_Add_New_Address ‐ Allows users to add a network address

via a Service Order or Quote/Prospect• SO_Add_New_Bill_Address ‐ Allows users to add a billing

address via a Service Order or Quote/Prospect.

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Areas of “concern” with regards to Security RolesPlant• Plant_1 – Full plant capability including the maintenance tables.• Plant_2 – Edit and update capability using the plant editors.

Reports and searching capability. No maintenance table updates.• Plant_3 – Plant Inquiry only.

E911• E911_1 ‐ Full 911 capability, including record creation through

service order, scrub addresses, PSAP file creation, and all 911 maintenance tables.

• E911_2 ‐ Record creation through service order only.

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Customer Master SecurityAnother area of “concern” with regards to Security RolesService Order• Service_Order_1 – Full service order capability which include

creating and applying service orders. Users will have the ability to update all areas except Capital Credits, Carrier, Directory, E‐911, Plant, and Security Deposits. Users may update these areas only if they have been assigned the associated role that contains the permissions for these areas.

• Service_Order_2 – This role is basically the same as SERVICE_ORDER_1, except the user would not be able to complete or apply Service Orders. Users can cancel Service Orders taken by them, but not orders taken by others.

• Service_Order_3 – Service Order view only. User may search, and open existing service orders, but changes would not be permitted, unless the user has permissions for E‐911, Plant, Capital Credits, or Directory.

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Frequently Asked Questions

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FAQ SectionMy user cannot get logged in – Possible reasons include…

1. They are entering incorrect information. Once a user has created a user id, they must use their user id to log in. The customer’s account number will not work anymore.

2. They are using an incorrect customer code for the initial login attempt.

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FAQ SectionMy user is having trouble resetting their password

1. The password they are trying to use is not in the correct format.

2. Password must be between 8‐30 characters.3. Passwords must contain one uppercase letter one lowercase

letter and one number.4. Password specifications dictate that you cannot use special

characters, such as and explanation point or an asterisk, etc.…5. If your customer is attempting to reset their password because

they forgot it, make sure they are reading the questions that they are required to complete correctly.

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FAQ SectionMy user is not receiving the e‐mail to reset their password, what can I do?

1. If your user is telling you that they did not receive the email from CDS Global please ask them to check their spam or junk folders. We have encountered several situations where emails from either CDS Global and MACC go directly to the spam folder.

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FAQ SectionCustomer Service Portal

I need to add a new CSR with “admin” capabilities into my Customer Service Portal with CDS Global.

How do I do this?

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FAQ SectionAdding a new “admin” level user

1. Any user with “admin” rights can add a new “admin” user

2. The admin will receive login information on the screen after setting up the new user

3. The new user will receive two separate emails from CDS Global.

4. The first email will contain login information & the second email will let you know the login has now been activated. You cannot login until both emails have been received.

(See attached examples of the emails)

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FAQ SectionFirst Email Sample

Your PayDQ Customer Service Portal account has been created.Follow these steps to access your new account. 1. Go to the Customer Service Portal website at

https://webapps.paydq.com/crescent2. Log in to the site with the following information:

Username:MaccCSR20086

Password:a855X2953. Complete the one time registration process.4. Log in to the Customer Service Portal with the password you

created during registration.

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FAQ SectionSecond Email Sample

Your PayDQ account has been activated.

Use the credentials provided to you by your administrator and log into the system to continue the registration process. Thank You

This message was sent by an automatic mail sending program. Do not reply to this E‐mail address. Any messages sent to this address will be deleted.

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Recap of eMacc Services

• Credit Card and eBill

• Customer Master and CDS Global Reports, including Bullet Reports

• MACC Products such as ezPost, Web Self Care, CM Security and Web Reporting

Issues or questions please call the eMACC support group at MACC at 402.533.5470 or email them at [email protected]

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Questions?

MBTC eMacc 2015 - maccnet.com · 9/22/2015 1 eMACC Services By: Kati Standley, Account Manager &...

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