Cougar Mountain Customer Support
Above and Beyond the Call of Duty
Information Systems Manager
Walt Baschnagel
Walt Baschnagel is an Information Systems Manager in upstate New York. When the organization decided to upgrade their Cougar Mountain Professional FUND software from version 8 to our current version, V. 12.1, he didn’t expect it to be an easy task.
“I have been supporting networks and computers for quite a while and I generally don’t like dealing with accounting software. I don’t like the topic, the software is complex and typically the installation doesn’t go smoothly. To make matters worse we were on version 8 going to 12 which meant the data needed to be converted, which has always been a recipe for problems in the past.”
To alleviate any potential problems, Walt contacted Wynette D., one of Cougar Mountain’s specially trained support personnel to assist with the installation and conversion. In the end, it was a good thing he did.
“Several issues made our installation last three hours. But Wynette’s professional attitude, efficiency and good humor made the time fly by. This is not meant to be a flippant comment; usually time spent on the phone with a support tech is tedious at best but that wasn’t the case. In addition to her upbeat personality she appears to know your product very well and was able to answer all of my nit-picky questions.”
What made this particular upgrade and installation particularly sensitive is the fact that Walt’s problems extended past the software and into his hardware. Nonetheless, thanks to Wynette’s training and background with computer hardware, she was able to pinpoint the problem and solution with ease.
“When we had a problem with the local PCs optical drive she suggested sharing another PCs drive and using it to read the files off the installation disk. It’s unusual in my experience to find a phone support tech that has the ability to think on the fly and come up with innovative ways to overcome obstacles. Wynette represents you well and has left me with a very positive opinion of your software, your support staff, and your company in general.”
Cougar Mountain Software is one of the few companies that refuse to outsource our support and technical assistance departments. If any of our customers encounter an error, have a question, or need assistance with an upgrade or installation, we guarantee they’ll receive top-notch assistance from our highly-trained department.
