Great news! ACN has improved the communication process to your customers regarding technician appointments.
ACN is now receiving hourly fault updates from both Telstra and Optus which is a significant improvement on the previous two per day. As a result, we have developed a process to automatically notify your customers via email and SMS when a technician appointment is made or changed. Unfortunately, changes to technician appointments are outside of ACN’s control and can be caused by factors including:
- A mass service disruption to the carrier’s network.
- Adverse weather conditions making it unsafe for a technician to connect the service.
- Additional work (including remediation) required to connect the service.
- The customer (or their representative) not being present on the original appointment date
With ACN’s new process, your customers will receive notification of these appointment changes in a more timely manner to minimise any inconvenience.