Evaluating the Process: Q & A with Chelsea Gibson

The Silverware Team | October 9, 2019

Chelsea Gibson and her horseChelsea Gibson joined the Silverware team in early 2019, coming from a consultancy Microsoft Dynamics NAV partner firm, where she specialized in remanufacturing. Chelsea’s ability to understand the intersection of business processes and technology has been a huge asset to Silverware and our customers alike! She’s able to find our customers’ “WHY” and provide them with a “HOW,” helping them achieve tangible ROI from adopting an ERP software solution such as Microsoft Dynamics 365 Business Central. We recently chatted with Chelsea to understand more. 

Tell us a little bit about what you do as a Consultant at Silverware.

My primary role is to support Microsoft NAV and Business Central ERP implementation and support. Primarily, I specialize in manufacturing, service and warehousing, but since joining Silverware, I’m fortunate to be working in a more generalized role where I support all areas of business. I am working closely with Michael Ciganda on two implementations and one support client, which has allowed me to learn so much since joining the company.

What led you to pursue a career in this industry?

I was fortunate enough to begin working for a manufacturing company that was implementing NAV 2015. Originally, I was brought on to support the COO in the effort to implement NAV then post-Go Live. I was assigned full responsibility of maintenance and support, including working very closely with the software partner during continued development. My mixed technical support background led me to gain traction in an environment where you need to learn quickly and be thorough. I found my true passion was automation and process evaluation. The opportunity of implementing an ERP meant questioning every business process: How can we improve? What is the ROI on those improvements? Who else does this and how can we learn from them to do it better? Now I help my clients by asking the same questions of their business and working with them to find solutions.

What are some of the challenges your customers face and how do you help them overcome those challenges?

My clients are faced with the challenges that come with putting constraints on processes. When it comes down to it, people operate differently than software expects them to, and we know that what makes a company great is the people who operate it! When implementing an ERP, what becomes the greatest challenges for clients, in my experience, is the grey area between how people operate in their job functions and the translation of reporting that to the software. How do we manage their “sometimes we do it this way for this customer” or “we have always done this, but we’re trying to move to another process and adoption has been slow” situations?

It’s imperative that we understand their “WHY” before we suggest a “HOW”. Understanding and consideration for a client’s “WHY” reason is many times what fosters a rapport and them to question their motivations before deciding on the “HOW”. My job is to provide them with options on HOW to accomplish their goal with their WHY reason in mind.

Can you explain the evolution of NAV to Business Central and what that means for your customers?

Dynamics 365 Business Central is Microsoft’s rebranding of NAV which is one of the most popular mid-market ERPs. Mostly, the base functionality has remained intact. The move from NAV, which was based on local database hosting and a somewhat cumbersome licensing structure, is now SaaS (Software as a Service) Cloud-Hosted and available from a web browser. These changes allow Microsoft to provide a streamlined user experience to companies and employees who are continuously moving towards 24/7 accessible anywhere business models. Setup, accessibility and maintenance have all been streamlined!

My clients are primarily being affected by lower initial setup time and cost, a range of new and exciting extensions that were previously heavily modified integrations and the flexibility of accessing their data from wherever they do business.

Outside of work, we know you enjoy hiking and kayaking – where is your favorite spot to engage in these activities?

I love Devil’s Den State Park in Arkansas, which is only a couple hours from where I grew up. I would say that’s one of my favorite spots in fall when the leaves are changing color and the air is brisk.

However, I’m so lucky to live in Tennessee now where the hiking and kayaking are only minutes away from home. My favorite hiking spot is a mountain bike and off-leash dog trail in Collegedale, TN. It’s not the most beautiful, but my dogs get to explore and run until they can’t run anymore, and we all leave feeling ready for a nap!

You also enjoy cooking. If you could cook dinner and invite anyone living or dead, who would you invite and what would you make?

I think a meal’s primary purpose is to bring people together, which has become more valuable as I have fewer opportunities to gather with my family. Growing up, we would always gather for holiday dinners. I remember less about what we had to eat than I do about the time when my grandmother ended the prayer with “Good God, let’s eat” or when dinner was ready at 11:00 am because we had Black Friday shopping to get to. Because of that, I like to make a full Thanksgiving dinner for my family with all the trimmings just like we used to: stuffing, green bean casserole, mashed potatoes and pumpkin pie. Grandpa says grace and then everyone talks about how much they hate cranberry sauce and has second servings of sweet potato casserole.

If you need to improve operations and want help evaluating your organization’s processes to learn how you can streamline them, Chelsea Gibson and Team Silverware would love to help. Start the conversation today and let’s work together to get your business the ROI it deserves!

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