Opsis: Elevating Customer Relationship Management


Gill WalkerGuest: Gill Walker

Presenter: Wayne Bucklar

Guest Bio:  Gill Walker is the CEO of Opsis. She is a CRM Trainer and has been training for over twenty five years across a range of products and CRM offerings. Gill is an expert at training end users to become more confident in their use of the CRM that they need to use to do their job. More recently Gill has delivered many different courses on Microsoft Dynamics 365 and Microsoft Dynamics CRM. Since 2004 Gill has been the face and the head of Opsis – the Sydney Microsoft Dynamics CRM Consultancy experts, a Sydney based boutique business consultancy.  Gill is the lead Microsoft Dynamics 365 CRM consultant, and will look after your project throughout. Opsis’s sole focus is helping businesses get more clients, better cash flow and happier staff by successfully implementing CRM strategies and technology in whichever platform (CRM Online, an on premises CRM or in their cloud – OzCloudCRM) is best for the business.

Segment Overview:  In this segment, Gill Walker, CEO of Opsis joins Talkers.FM to talk about the importance of customer relationship management (CRM). She is known as the CRM ‘fix-it’ woman and her company specializes in reducing costs using Microsoft Dynamics 365. She also emphasizes the importance of using Microsoft Dynamics 365.


Wayne Bucklar:  You’re listening to Business Radio Talkers.FM. My name is Wayne Bucklar and joining me today is Gill Walker of Opsis. Now Opsis is not the kind of name that immediately tells you what Gill does. So we’ll ask her, Gill welcome to the show and do fill us in, what does Opsis do?

Gill Walker:  Thank you Wayne. What Opsis does is help organizations implement CRM solutions based on Microsoft Dynamics successfully. And the name “Opsis” is derived from the Greek for “a clear view” and for me, it oscillates really well what I do because I see the big picture of your business and right the way down it’s more detail of individual processes. And I run up and go down that timeline very effectively.

Wayne:  Now, do we describe Microsoft Dynamics as being a CRM? Is that the best title for it?

Gill:  Yes. It is one of the 400 and odd CRM technologies, although it’s probably one of the top two or three and in some people including mine – the number one in the league table of CRM solutions.

Wayne:  Now you’re not a newcomer to CRM by any means, are you?

Gill:  No, not at all. I’ve been playing in the Microsoft CRM space since 2002 which was about 6 months before the Beta of … was released. So I’m in this space probably as long as even some of the Microsoft zone developers and I’ve seen it all from Microsoft CRM to Microsoft Dynamics CRM and now Dynamics 365 more experienced. And I’ve played every version on that journey and I was even playing in CRM different technologies for 5 or 6 years before that.

Wayne:  And back in the good old days, the big names were Siebel and others and they’ve now drifted off into obscurity shall we say or lesser prominence at least and I think that Dynamics probably rightfully able to claim being the biggest and most prominent of the large scale CRMs in the world today.

Gill:  I would agree with you with that comment Wayne. There’s a number of reasons for that but one of them is that they’ve got a number of enterprise customers. That means that there are some technologies that claim more users but that is usually because they’ve got more individual people as users and a lot of small companies whereas Microsoft has got a lot of people in the  fewer companies because they are big companies, although it also works for small businesses.

Wayne:  Now where do you come into the picture Gill? When should people make contact with you?

Gill:  They should make contact with me when they’re at the very early stage of implementing a CRM solution because by talking to me, they will get the education so that they don’t make mistakes in the implementation down the track.

Wayne:  Yes, it is what CRMs much easier to get it right the first time than the time fix it up later.

Gill:  It certainly is. Although I’ve spoken to a couple of people who have said, “You can’t get CRM right until you’ve attempted it three times. You need to learn all the lessons.” I’d like to think that that’s true if you don’t talk to me but if you’re prepared to spend some time, make an investment in some education, you can cancel those posts to attempts and go straight to number 3.

Wayne:  Yes, you’ve already done it wrong for us, so we don’t have to do it wrong for ourselves.

Gill:  Well I’m not sure if I’ve done it wrong. Now I’m not sure on what to say that about myself that I’ve heard about it, seen it, often fixed it later so I can stop you having to do attempts one and two.

Wayne:  And I thought with all that long history and CRM Gill, I was safe in saying, “You’d got it wrong back in the beginning,” never mind.

Gill:  Maybe I did. I don’t know.

Wayne:  So Gill, you do training. Do you actually do the kind of hands-on implementation work as well?

Gill:  Yes. I’ve got three main skill sets and they are scoping the project so that you and your colleagues understand what should be in and what should be out and help you to get a much better handle on your price. So you act in the, “Yes Mr. Customer, we can help you as long as you’ve got a very deep bottomless wallet.” A lot of training and I do a lot of troubleshooting. I can also do the implementation although my preference is to mentor other people and have them do the role of sleeves and the actual work.

Wayne:  Right. And I guess that leaves the residual skills behind in the client’s firm much more readily too.

Gill:  Absolutely and that’s one of the reasons that I love it.

Wayne:  Gill what is the scope of clients who are suited to Microsoft Dynamics? Is there a particular industry segment that it suits or a particular size of business that it suits?

Gill:  I would always go the other way. I would say if you haven’t got 10 or more client facing people, you’re not going to get the value. You can’t implement it and I have been involved in projects with two or three maybe even with one user. But given that typically the businesses of those sizes will want to make the same sort of changes as businesses with tens or even hundreds of users. They struggle because you got nothing to dramatize that across in terms of … for the customer. But certainly at 10, you can get a lot of value.

Wayne:  And as far as the industry segment goes, it doesn’t matter what the industry sector is?

Gill:  The only one that I don’t think it works for is what is highly transactional industries because there isn’t really a relationship per se. So if we think what CRM (Customer Relationship Management) is doing, it is having your people who help your customers have the information that they need when they need it throughout the time of relationship with those customers. So when there is no relationship and I’m thinking the corner shot type situation where you realize you need a bar of chocolate, a pint of milk and use paper, whatever it might be – you walk in, you pick it up, you’ve got some chat on the desk and you walk out. There’s no  relationship, there’s no follow-up, there’s no long sales cycle, there’s no aiding to find out how we can solve their problem. There’s minimal follow ups. Occasionally, the customer might pick up a pint of milk and get home and find that it’s expired which case they will come back. I hope you will swap it for a fresh one, relationship over. But beyond that sort of business, almost anything has been profit. I’ve been in a very wide range of business days. Technology not surprisingly – Telco, people who do hosting, people that do training, real estate, franchise organizations, banks and office – they’re the ones that come to mind.

Wayne:  And Gill for those people that have been listening to us today who are headed down the CRM path or thinking of changing to Microsoft Dynamics, how can they get in touch with you?

Gill:  They can get in touch with me by phone, via email or via our website and to go through those so people who’ve now grabbed a pen and paper or whatever, our phone number is Sydney (02) 812 3480 or if they want a mobile number, that’s 0410 449 709. Our website is www.opsis.com.au and my email address is [email protected].

Wayne:  And Gill, I do appreciate you’re making yourself available to us today. Thank you for joining us on the program. I’ve been talking with Gill Walker of Opsis, an expert in CRM and particularly in Microsoft Dynamics. If you’ve missed my conversation, the good news is we have a transcript on our website. We also have an audio archive on iTunes, SoundCloud and YouTube. You’re listening to Business Radio Talkers.FM, my name is Wayne Bucklar.

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