In the world of support consulting, Nick Attkins stands out as a remarkable figure whose contributions have left a lasting mark on CPiO and the Sage channel. With over 27 years of experience with Sage Business Partner CPiO, Nick has dedicated his career to providing exceptional support and advice to clients, helping them navigate software challenges with expertise and care. His commitment to excellence has not only fostered client success but has also inspired those around him. In this blog, we take a moment to celebrate Nick’s incredible journey with CPiO, exploring his passion for great customer service and what continues to drive him.
1. What inspired you to start this journey 27 years ago?
At the time, I was working for a manufacturing company that was using an ICL system 25, complete with plug-in disk drives that used to have to spin up. The company then decided to install Tetra Chameleon 2000 phase 4 , 32 users , Pentium P-60 running SCO-Unix. I was the IT manager for the project and once it was live I was given the opportunity to work for a Tetra reseller, CPiO. I genuinely thought at the time that the consultants were like "gods". There was nothing that they didn't know, and "wow", to be given the chance to become like them was a dream come true. The rest, as they say, was history.
2. How has the industry changed since you first started?
When I started there was no such thing as Microsoft Office. The word processing tool of the day was Word Perfect - it was the industry leader. The spreadsheet tool of the day was Lotus 1-2-3 - all running on a Wang processor. If I recall correctly, Excel had help facilities to help you convert the "/X" Lotus commands to Excel equivalent commands. The great Microsoft products of the day were Windows 3.1 and Windows 3.1. for workgroups. Windows NT Server 3.5 was in competition with the likes of SCO Xenix , SCO Unix, HP-UX, AIX, Solaris and, of course, Novell.
3. Are there any habits or routines that have helped you stay motivated and consistent?
Yes, changing roles has helped. I started off in CPiO Support, then I was promoted to team leader. Then I became a Sage Consultant for 3rd party add-ons to the ERP solutions of Tetra and later, Sage. After that I moved back into the support role as a Support Manager before passing the baton over to CPiO's current Support Manager, Siobhan Finegan. The support team are a competitive bunch - always trying to take and close the most support issues per month or year. I love it when I beat them. Whilst the emphasis is on a good all round customer experience, I must admit I like to see our internal stats and know that I have helped the most number of customers.
4. Can you share a memorable project or client experience from your career?
There's been a few. Taking a site live on a Friday only for the customer to have a total disk hardware fail with no backup; I eventually got home at something like 2pm Sunday afternoon with a tired head and a whole lot of experience! The cat wasn't happy and to be honest missing the FA cup final but was a bit of a blow. More recently, in the support role, one of the best was a customer who rang up at 4pm on 31st December. Their new BACS payment system had failed due to it not being thoroughly tested and they had to make payment to suppliers before new year. Luckily, I was able to sort the problem but it was a lot of pressure, especially when you know that people just want to get the job done and go home to their families.
5. How have customer expectations changed, and how have you adapted to meet them?
Many years ago, customers would have "super-users" - a person within the company who could help anyone with an issue. The emphasis was on the customer to take ownership of their solution. And that was probably easier because demands were simpler and often, the software would sit on hardware in the corner of a room, so a customer felt a real proximity and responsibility for it. Sadly, these people have moved on and either not been replaced, or not been trained to the same skill-level. With systems becoming more complex it is hard to find someone who is able to take that level of ownership. Like us, customers have high demand put on them and so everything is "urgent". Companies also look at the software as if it is nothing more than a phone app. We try to help customers as much as we can, but also try to gently help them understand the difference between support and training.
6. How do you maintain a healthy work-life balance?
That's not always been easy, to be honest. As a Consultant both CPiO and the customer have high expectations. And as a Support Consultant I have a target to close 1800-2000 tickets per year. You can speak to any of the consultants now and they will all tell of you of days where you they have hit the road on a snowy Monday morning in January at 4.30am to be on the M25 for 7am. But there is something quite unique about the CPiO culture. I have worked here for 27 years because I have always felt cared for and that I am part of a real team. All of the Directors and Managers here will tell you the same thing - there is something that makes someone a CPiO person. You either have it or you don't and you can't easily define what "it" is. But it's pretty special.
7. If you could go back to the beginning, would you do anything differently?
Yes. I should have grabbed the chance to learn Sage X3. My first glimpse of Sage X3, when I realised that all of the third party add-ons that I knew and loved in Sage 1000 were all now standard in this brand new ERP solution, should have spurred me on to learn more. It's a phenomenal ERP solution.
8. What’s the most rewarding part of your job?
Saving the day for the customer - having them say thank you for helping them out. Wanting to help a customer get the best from their software and help them get the job done is very rewarding to me.
9. What advice would you give your younger self from 27 years ago?
To buy shares in two companies, one called Microsoft and the other called Apple.
10. What’s next for you? Any big goals or plans for the future?
The next big event I guess will be my 30 year anniversary with CPiO. After that, who knows. Time is the one thing that we all don't have enough of . I'd like to spend more time with the wife and the grandchildren, if possible.
Nick Attkins' journey with CPiO is a shining example of passion, dedication, and adaptability. Over the past 27 years, he’s witnessed significant changes in the industry, yet remained steadfast in his commitment to helping clients and solving tough challenges. From memorable projects to adapting to shifting customer expectations, Nick's experience highlights his unwavering dedication. As he looks forward to the next chapter, his impact on CPiO and those he’s worked with is undeniable. Here’s to many more successful years - and maybe a bit more time with the grandchildren!