Q & A with Matt Fackrell: From Customer to Consultant

The Silverware Team | September 28, 2021

Matt Fackrell skiingMatt Fackrell brings a unique perspective to his role as a Silverware Consultant. He first met the Silverware team when he was working as the purchasing manager and interacting as a customer of Silverware during an ERP implementation. Matt also has previous work experience in inventory management, and he studied supply chain management in graduate school. The culmination of Matt’s professional experiences inspired him to transition into his current role. As a consultant, he now helps Silverware customers through the implementation process and with ongoing operations. We spoke with Matt Fackrell about his experience to learn more. 

Matt Fackrell, how has your experience as a Silverware customer helped prepare you as a consultant?

Being a Silverware customer gave me an understanding of what a customer needs and the importance of good communication and follow through. Coming from that side and now working as a consultant helps me anticipate their needs and come to the table offering solutions that best meet their expectations. It is extremely helpful when I talk with clients and tell them that I was in their position just a short while ago and understand the challenges they face. As a customer, I learned about the amazing culture at Silverware and it made me want to be part of the team.

Can you tell us about some of the projects you are working on?

I am wrapping up a Business Central implementation with New Mexico Clay, a small pottery supply company in Albuquerque. It’s been a fun challenge because they have a retail store, along with a manufacturing and warehousing operation. It’s been a good project to work on. I’m also just starting an implementation with Caldarella’s Restaurant Supply, a company in El Paso. It is family owned and been in business for more than 50 years, so it will be fun to work with them.

I really enjoy working with companies of all sizes and from all industries and learning about their business. Especially when they are ready to make a change and are willing to put in the work to make those changes.

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

I think one of the biggest challenges that customers face is managing change and working with their employees to adopt the change. It can be hard to get comfortable with a system and a process and then have to change to a new system and process. We find the best way to overcome this challenge is to involve all parties in the change process. We try to get feedback and understanding from all members of the team prior to designing the new solution, then train them on that solution, and finally give them time to learn and become comfortable with that process before we go live. It is still a challenge, but those steps make it more manageable.

When should a company consider adding an ERP solution?

It really comes down to determining when a new ERP solution makes sense and recognizing how it can enhance and improve business processes. It’s a significant investment of time and money, so it is important for companies to assess how the addition of an ERP solution will help impact operations positively. Once the decision is made, the next step is finding the right solution to fit the size and complexity of the business and, most importantly, the right partner to make sure the implementation is as smooth as possible. I love being a part of the team at Silverware because we focus on providing a solution that works well for our clients, and we have the expertise to deliver on those requirements.

What are three key factors that contribute to a successful ERP implementation and why?

The first is having buy-in from the key members of the management or ownership team. If they are on board with the changes, then we are going to be much more successful. The second is having an implementation team that is eager to make changes and own the project. This team needs to dedicate time to work on the project and understand the business processes that determine how the system will work. When the implementation team is a strong contributor to the project, it makes an enormous difference in the overall success of the project. The third factor is to have a robust plan and implementation strategy for the team to follow throughout the project.

What do you enjoy most about working at Silverware?

It is definitely the people that I work with. The culture here at Silverware is like a family and the people are great. They are welcoming, friendly and a supportive team; it is just a great place to work.

We know you are an avid runner. What is your training regime? Any personal goals or challenges planned for the coming year?

Training for me means pretty much running as much as possible, and the more mountainous, the better. I had a race in June, but had to drop out at the halfway mark due to an ankle injury. I’m now rehabbing and trying to let it heal. Depending on how it feels, I may try and complete in one more race this fall.


If you are considering an ERP implementation and want to learn how Matt Fackrell and the Silverware team can help your company through the process, let’s schedule a time to talk.

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