By Kirsten Zoellner
In the 1950s, the cusp of new technology in Fillmore and Houston Counties was telephone service. While available, it was limited, until Fillmore County Telephone Cooperative began acquiring small companies in each city and building service through access lines stretching across the countryside. Fast forward 70 years and that company, now AcenTek, is once again tackling the challenge of rapidly changing technologies to serve area residents.
“The nature of the business has changed dramatically in the last 10-15 years,” noted AcenTek CEO Todd Roesler. “We have grown from being a telephone company to being an internet service provider.”
At its peak, AcenTek (Ace Telephone Company) serviced over 28,000 access lines. These days, service is still impressive with the company maintaining over 12,000 access line customers and approximately 20,000 broadband subscribers. According to Roesler, while new competing technologies may give similar speed and service, fiber remains the gold standard of service.
“Broadband has been the catalyst and the ever-changing technologies that require the use of broadband,” he adds. “We have decided that our preferred delivery system in providing broadband is through fiber to the premise, and this is our competitive advantage. I don’t see it changing quickly, but what is changing is the amount of broadband needed to be supported by it.”
The amount of required service, as business and in-home technology increase, is driving the company’s goal of having fiber optic service to all premises within the next seven years. To date, AcenTek provides it to half of its customer base. Over the last several years, businesses and economic organizations have met to find ways to meet the demands in the advent of changes. Wireless systems are unreliable, needing line of sight for service, and customers are demanding more and more capabilities.
“Ultimately, our goal is to provide a premium broadband experience and we do that through a fiber connection,” explains Roesler. “We have invested well over a hundred million dollars in the past five or six years connecting the homes and businesses we serve to fiber.”
What’s equally impressive is more than $20 million has been dedicated to Fillmore County alone, following through with AcenTek’s mission of service. “I do believe our portion of economic development is that fiber to the home,” adds Roelser. “We feel we’ve certainly done our part for FIllmore County.”
In keeping with their reputation as a quality broadband provider, the company opted to give a recent facelift to its Houston headquarters. With more than 90 employees, 75 at the home office, the company wanted to maintain its modern efficiency in its facility, namely the customer service lobby.
Heather Benson, Customer Service Manager was the point person for the remodel. She and a company team worked with Wieser Brothers, of La Crescent, and Interphase Interiors, of Grand Rapids, Mich., to design a space that would be both ergonomically functional and comfortable for employees, as well as bringing added comforts for customers.
“Coming in the doors, it’s more pleasing to them; more welcoming,” explains Benson. The lobby was outdated, set up for the days when cell phones were sold by the company. Several areas weren’t being used properly highlighting another disadvantage, lack of presence in the front. In addition, the staff was at a different height from customers, giving a somewhat awkward encounter between the two. “With the higher height, it wasn’t pleasing to sit. Now, we can help and take some time. It’s comfortable and they’re staying a while so we can work with them.”
“It was set up so it was a more consultative approach,” adds Roesler. “The new lobby has more of a welcoming and warmer atmosphere for our customers. Customers are able to sit and talk with our customer service representatives at eye-level.”
Like with any remodeling project, there were challenges. The lobby was closed for a period of time, so AcenTek notified customers months in advance, as well as accommodating the ability to contact the company or come in for consultation, if needed. Work began in April 2019 and the majority was completed by June. Finish work is to be completed this year. Additional remodeling projects for the administration and human resources area are planned for the future.
“We are a technology company providing internet service,” says Roesler. “We needed to look the part, also.”
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