Half a Product

Old-school telcos like to sell network technology without real customer service to go with it.

We’re calling it out: that’s half a product.

With Macquarie Telecom, you’ll get exceptional technology with the world’s best customer service that’s right here in Australia.

Some things don’t work by halves.

Would you board a plane that was missing a wing? Or grab half an umbrella and step out into the rain? So think about this: why would you choose a telco service provider that only provides half a product?

Telecom Service Provider in Australia | Macquarie Telecom

Here’s your half-product checklist
for old-school telcos.

Are some of these familiar?

Does your SD-WAN provider deliver a functional network but your calls for support are shuffled off to an overseas call centre?

When you’re rolling out a new SD-LAN site, or transitioning a fleet of mobiles, does responsibility for managing the migration and installation fall to you?

When you need to communicate with your mobile fleet carrier, do they expect you to talk to them via a chat-bot?

Does your telco service provider love selling you stuff, but they’re never available for a coffee chat to understand more about your business?

Does your telco service provider happily sell you new nbn connections, but take a week to fix a simple network problem?

Is it impossible to get help sorting out billing challenges? (Instead they just drag on, and on, and on, and...)

Help comes from scripts instead of trained experts.

Downtime increases because complex problems can’t be solved quickly (or incorrect solutions are offered).

Onboarding mobiles, rolling out SD-WAN sites, or migrating a mobile fleet needs a project manager to be on-time and low-disruption.

Low-touch onboarding and migrations, with a call centre help number instead of a local project manager.

Impact on your business:

Long call waits for simple questions.

Delays inhibit productivity, because urgent problems can’t be fixed on the spot.

Call centre support is based off-shore to cut the carrier’s costs.

Offshore call centres often operate with limited training, and sometimes substitute a can-do attitude for genuine knowledge.

Nobody’s empowered to make a decision.

Script-based customer service often means friendly people with no authority to make a decision or resolve a problem.

Inflexible contract terms that serve your telco, not you.

Old-school telco contracts leave no room for your business to change, grow, or even downsize.

Half-product service:

Nobody takes ownership of your call, so you bounce from one person to the next.

Call centre people don’t have access to engineers.

Lost productivity for individuals and administrators in your business, delays in trying to get help.

Long delays waiting for complex technical problems to be solved. (While call centre staff send trouble tickets to distant engineers and often wait days or weeks for an update.)

At Macquarie Telecom, we know what happens when things are done by halves.

Here’s how we provide the other half of every product we sell:

When you call us, you’ll come through to our capable team right here in Australia. Usually in under 2 minutes.
In our Sydney-based customer service Hub, engineers sit alongside our service team, to make sure your problems are solved fast.
When you migrate your LAN, mobiles or telephony to Macquarie, a local project manager will look after everything from start to finish.
Our account managers make it their business to know what your company wants to achieve, and will work with you to make it happen.

Our customer service is nothing like your typical telco’s. And it’s got people talking.

Net Promoter Score

Currently at +85, our NPS is by far the highest in our industry. It means our customers find us easy to work with, and keeps us accountable.

WCA Awards | World Communication Awards 2020

In 2020, we received the World Customer Service award from WCA, picked from 450 telco service providers globally.

Best Places to Work | Macquarie Telecom

And in 2022, we won a prestigious AFR “Best Places to Work” award based on our inclusive culture and customer-inspired Heartbeat program.

Net Promoter Score

Currently at +85, our NPS is by far the highest in our industry. It means our customers find us easy to work with, and keeps us accountable.

WCA Awards | World Communication Awards 2020

In 2020, we received the World Customer Service award from WCA, picked from 450 telco service providers globally.

Best Places to Work | Macquarie Telecom

And in 2022, we won a prestigious AFR “Best Places to Work” award based on our inclusive culture and customer-inspired Heartbeat program.

Why settle for
half a product?

Some things don’t work by halves.

Here’s your half-product checklist
for old-school telcos.

Does your SD-WAN provider deliver a functional network but your calls for support are shuffled off to an overseas call centre?

When you’re rolling out a new SD-LAN site, or transitioning a fleet of mobiles, does responsibility for managing the migration and installation fall to you?

When you need to communicate with your mobile fleet carrier, do they expect you to talk to them via a chat-bot?

Does your telco service provider love selling you stuff, but they’re never available for a coffee chat to understand more about your business?

Does your telco service provider happily sell you new nbn connections, but take a week to fix a simple network problem?

Is it impossible to get help sorting out billing challenges? (Instead they just drag on, and on, and on, and...)

Half-product telcos end up costing your business.

Impact on your business:

Half-product service:

At Macquarie Telecom, we know what happens when things are done by halves.

Our customer service is nothing like your typical telco’s. And it’s got people talking.

Macquarie Telecom

Why settle for half a product?

Some things don’t work by halves.

Here’s your half-product checklistfor old-school telcos.

Does your SD-WAN provider deliver a functional network but your calls for support are shuffled off to an overseas call centre?

When you’re rolling out a new SD-LAN site, or transitioning a fleet of mobiles, does responsibility for managing the migration and installation fall to you?

When you need to communicate with your mobile fleet carrier, do they expect you to talk to them via a chat-bot?

Does your telco service provider love selling you stuff, but they’re never available for a coffee chat to understand more about your business?

Does your telco service provider happily sell you new nbn connections, but take a week to fix a simple network problem?

Is it impossible to get help sorting out billing challenges? (Instead they just drag on, and on, and on, and...)

Half-product telcos end up costing your business.

Impact on your business:

Half-product service:

At Macquarie Telecom, we know what happens when things are done by halves.

Our customer service is nothing like your typical telco’s. And it’s got people talking.

Why settle for
half a product?

Here’s your half-product checklist
for old-school telcos.