Introducing the Customer Experience Team

We are excited to announce the launch of our brand new ERP Customer Experience team, formed to offer the best customer care possible during your journey with Cargas. This group is just getting started, but here are a few of the initiatives they’ll be leading.

Meet the Team

The Customer Experience team is made up of familiar faces you have worked with for years. They’re just taking on some new, exciting roles to serve you even better!

Customer Experience Manager

Paula Quiles is the Customer Experience Manager for our ERP team. Paula comes to Cargas with a deep understanding of business operations and how strategic solutions can provide value and long-term results.

Paula Quiles
Paula QuilesCustomer Experience Team Manager

Sage Intacct

Sage Intacct customers will mainly speak with Angela Ryan and Valissa Pierrelouis. Angela joined Cargas in 2017 and has been on the Sage Intacct team ever since, interacting with all sorts of customers with diverse needs. Valissa draws from her experience in the worlds of financial operations and leadership to nurture customer relationships and understand their business objectives.

Angela Ryan
Angela RyanAccount Manager (Sage Intacct)
Valissa Pierrelouis
Valissa PierrelouisCustomer Success Manager (Sage Intacct)

Microsoft ERP

Tim Crouser and Antoine Woodard are the go-to resources for all things related to your Microsoft ERP. Tim is an experienced software and sales professional who understands that we all just want software that works for us, and he fights to make that happen. Antoine has worked with our Microsoft ERP users since 2019, using a blend of sales and relationship experience to meet the needs of customers. 

Tim Crouser
Tim CrouserAccount Manager (Microsoft ERP)
Antoine Woodard
Antoine WoodardAccount Manager (Microsoft ERP)

Customer Experience vs. Support

It’s important to understand that Customer Experience is separate from Support. The Support team will always be there to help with technical support for your ERP solution, but the Customer Experience team will be proactively engaged with you no matter what’s going on.

How is Customer Experience different than Support?

The Support team handles user and technical questions related to your ERP software. If you experience an issue with the program, the Support team will help you solve it.

The Customer Experience team oversees your overall experience with Cargas, from sales engagement to go-live and beyond. They will be in contact regularly to see how things are going and gather your feedback. If at any point your experience with Cargas is not up to par, the Customer Experience team is your go-to.

What happens to my support tickets?

The formation of the Customer Experience team does not change the support process. You should continue to submit support tickets as you usually would, and they will be handled by our Support team.

When do I reach out to Support and when do I reach out to Customer Experience?

If you have a question or issue related to your ERP software, you should contact Support by submitting a support ticket. Here are some examples of when you should reach out to the Support team:

  • A user is having an issue with a module or feature
  • You are in the process of generating 1099s and have a question
  • You aren’t sure what a specific tab or feature does or how it could help you

If there is an issue with your experience or your relationship with Cargas, you should contact the Customer Experience team. Here are some examples of when you should reach out to the Customer Experience team:

  • Your business is changing or growing
  • You submitted feedback and you want to know how Cargas is acting on it
  • You want to know if an upgrade is covered by your current support plan
  • You felt you could have received better service from Cargas

We want you to have an amazing experience during every step of your journey with us, and we’re so excited to have a new team dedicated to that purpose. Look for more information about some exciting new initiatives in the coming months as the Customer Experience team gets up and running!