9/22/2015. emacc Services

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1 emacc Services By: Kati Standley, Account Manager & Alli Keogh, SSR and emacc services Rep MBTC

2 ebill ebill Security Code Credit Card Processing Important CM reports CDS Report emacc ezpost Bullet Reporting Web Self Care Web Reporting CM Security 2

3 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 3

4 Electronic Bill Pay & Presentment (EBBP) 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. 4

5 Electronic Bill Pay & Presentment (EBBP) 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. 5

6 Electronic Bill Pay & Presentment (EBBP) ebill Includes: 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 notification of bill readiness and payment confirmation 6

7 ebill Button on Inquiry screen, used for new customers 7

8 How do customers access this option? Customers will access the EBPP webpage from your company homepage You can have your own customizable Welcome page 8

9 Customers Account Summary 9

10 Account Summary 15 month Payment History and Account Activity 10

11 Frequently Asked Questions 11

12 Customers can view Statements and Bill Inserts online 12

13 Customer Code Or also called secret code or security code Code for Customer Registration Process 13

14 Manage Customer Preferences 14

15 Let MACC s Creative Services help you! Advertise ebill with Inserts 15

16 Let MACC s Creative Services help you! Web Page Advertising 16

17 Online Credit Card Payment Processing Automated payments via Customer Master Automated payments via online customer payments Manual payments within Customer Master 17

18 Tokenize a Credit Card 18

19 One Time Credit Card Payment 19

20 Enter prepayments on accounts before any billing charges 20

21 Mag Tek Card Reader Credit Card Swipe: Macc has a device called a Mag Tek Card Reader. 21

22 Report to run before you process your credit card payment batch Credit Card Report 22

23 Sample of report 23

24 Report to run after your Credit Card Processing: Credit Card Transactions Report 24

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26 Report to run before bill processing: Credit Card to Bill Errors 26

27 CDS Global Reports Monthly Reports Daily Reports 27

28 Daily Customer Reports 28

29 Daily Payments Reports 29

30 Monthly Reports 30

31 Monthly Reports 31

32 Reports recommended to run on a daily basis Declined Report 32

33 Reports recommended to run on a daily basis Refunds Reports Credit Card Payments by Time Stamp 33

34 Reports recommended to run on a daily basis ACH Returns 34

35 ezpost Overall increases in payment efficiencies Quicker Payments Complete Accounting info Elimination of manual payment posting Automated reports for your billing system 35

36 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. 36

37 Benefits 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 Web Self Care Benefits for your Customers: Sign up for new services Make payments Report trouble View long distance or wireless usage Update profile information 37

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40 Web Self Care Administration Login 40

41 Web Reporting Management Reports 41

42 Marketing Reports 42

43 Mediation/ Toll Reports 43

44 CABS Special Access Report 44

45 Real Time Reports 45

46 epay Tool Kit 46

47 epay Tool Kit 47

48 epay Tool Kit 48

49 edatamaster 49

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

50 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. 50

51 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. 51

52 Customer Master Security Security Spreadsheet Example 52

53 Customer Master Security Common Security Roles Network 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. 53

54 Customer Master Security Areas of concern with regards to Security Roles Plant 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. 54

55 Customer Master Security Another area of concern with regards to Security Roles Service 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. 55

56 Frequently Asked Questions 56

57 FAQ Section My 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. 57

58 FAQ Section My 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. 58

59 FAQ Section My 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 from CDS Global please ask them to check their spam or junk folders. We have encountered several situations where s from either CDS Global and MACC go directly to the spam folder. 59

60 FAQ Section Customer 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? 60

61 FAQ Section Adding 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 s from CDS Global. 4. The first will contain login information & the second will let you know the login has now been activated. You cannot login until both s have been received. (See attached examples of the s) 61

62 FAQ Section First 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 2. Log in to the site with the following information: Username:MaccCSR20086 Password:a855X Complete the one time registration process. 4. Log in to the Customer Service Portal with the password you created during registration. 62

63 FAQ Section Second 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. 63

64 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 or them at 64

65 Questions? 65

Create an Online Profile Add a Water Account to Your Profile Add Multiple Account Numbers to Your Profile Paperless Billing Set Up Auto Pay Using a

Create an Online Profile Add a Water Account to Your Profile Add Multiple Account Numbers to Your Profile Paperless Billing Set Up Auto Pay Using a Checking or Savings Account Set Up Auto Pay Using a Credit