You know what they say “once bitten, twice shy.” Well, when you run one of the largest travel agencies in the Midwest region and have a network failure during the busiest time of the year for travel that is an event you will never want to repeat. Even recalling that time in my life makes my palms sweat and my heart race. I had only been manager of that company for six months and to be honest things had been rocky at best up until that point. Now I will be the first to admit that I am not what you would call tech savvy but I am about as capable as the average person. However, when your company relies on an interconnected network of computers all dependent on communicating with one another there is no room for failure, let alone a catastrophic meltdown.
Thankfully our company had started using Cognoscape just a few months before the virus hit and they were able to help us with their IT support. I only wish we had our hardware checked and fixed before that point because apparently there was little they could do from a remote location. They were able to get us back online quicker than we ever imagined though, so we are very thankful for that. On top of that, they were able to restore and recover many sessions that were already started by travel agents. This meant that we would not have to do all of the work over again but we could simply pick up where we left off. Also, because of the quick response by the IT consulting team we were able to guarantee to our customers that none of their personal information was lost or stolen such as Social Security numbers or credit card information. This kind of trust is imperative to keep between a customer and a company if you ever wish to have repeat business.
Ever since what we call “the big crash” we have opted for Cognoscape’s premium IT services. This means that during normal business hours they are there for us and if we need them during an emergency we can call them anytime during the night. They understand that the goal of IT is to satisfy the end-user, without that they have no customer. We in turn realize that without a working network where we can store and retrieve data that our customer base will also dwindle. We have not seen any news of a virus attack since aligning with Cognoscape so that makes all of us feel better.
These days we use the IT services for such things as set up and configuration of new computers and printers. They also help us with server management because at the core of everything there needs to be a high functioning server system. In short, the great customer service we get from Cognoscape helps us turn around and give great service directly to our customers. They helped us avoid a major catastrophe and for that we remain loyal.