Meet the Team | Vicki Sayer

Vicki is the Professional Services Manager at ECI Solutions, leading a team of consultants who implement M1 and JobBOSS² solutions for manufacturing customers across the APAC region. Her role involves guiding customers through comprehensive ERP implementations, from initial conversations to full system integration, training, and ongoing support. 

We spoke with Vicki about her implementation approach, the importance of ERP software for cost analysis and business visibility, and how digitalisation is becoming essential for manufacturers to survive and thrive.

Tell us about your career journey and your current role at ECI

I began my career in IT support around 1995, initially in an administrative role before transitioning into the IT industry. Over the years, I’ve gained extensive experience working with various ERP solutions, which has become a key focus area in my professional journey. I began on a help desk supporting an ERP system, then transitioned into support roles for the timber and hardware industry.

Over time, I advanced from support roles into a Support Manager position, where I took on a diverse range of responsibilities. I led both support and professional services teams, working closely with businesses to streamline operations, drive efficiencies, and successfully implement ERP systems tailored to their needs.

Since 2019, I have primarily focused on professional services, guiding customers through ERP system implementations across Australia and the Asia Pacific.

As a Professional Services Manager at ECI, my role involves working with manufacturers of all sizes - from small job shops to defence contractors - helping them digitalise their operations and improve business efficiency.

I manage a team of seven consultants, and together we've implemented cloud-based ERP systems for thousands of businesses.

Businesses need to be more digitalised. Most businesses can't survive without a system that helps them analyse their true costs and operational efficiency.

My approach is all about partnership - I listen carefully to understand each client's unique challenges and provide tailored solutions.

What I love most is transforming a customer's business. Helping them shift from manual, time-consuming processes to leveraging the full capabilities of a modern ERP system and then hearing how much it’s improved their operations is incredibly rewarding.

What advice do you have for manufacturers looking to implement an ERP system?

My key advice is simple: embrace change, dedicate time to the implementation, and choose a vendor who truly partners with you. Technology isn't just about software; it's about understanding your business and helping you achieve your goals.

Don't try to shortcut the system or force it to work like your old manual processes. Be open to new ways of doing things.

Dedicate real time and resources to the implementation. This isn't something you can do half-heartedly. You need a committed project team who will work closely with the implementation partner.

At ECI, we typically spend months with a client, getting to know their business deeply. You want a vendor who will listen to your specific challenges and adapt the solution to your needs. A cookie-cutter implementation will not get you the full ERP system benefits

Ultimately, the goal is visibility and efficiency. A good ERP system should help you understand your true costs, schedule jobs more effectively, and make better business decisions. If you're not getting those insights, you're not using the system correctly.

The bottom line: be patient, be open to change, and choose a partner who genuinely cares about your business success.

What are the key trends you’re seeing?

Manufacturers are expecting technology to do much more. Some expect the software to do everything without human interaction, that’s just not realistic.

Customers sometimes come to us looking for a magic solution, but the reality is that successful implementation requires collaboration, clear processes, and a willingness to adapt. The key is finding the right balance between technological capabilities and human expertise.

Businesses want manufacturing ERP software that can predict challenges, optimise workflows, and provide actionable intelligence. But they need to invest time in understanding how to use these tools effectively.

Sometimes it’s a case of "short-term pain for long-term gain" when implementing new systems, but proper implementation from the start is what leads to significant business benefits.

Looking ahead, I believe manufacturing businesses that haven’t adopted an ERP solution will face increasing challenges. ERP systems are essential for modern operation as they bring together key business functions like inventory, production, finance, and customer management into one integrated system. Without this level of visibility and control, businesses risk inefficiencies, rising costs, and missed opportunities.

From my experience, the key is having a system that gives businesses real-time visibility into their operations.

Manufacturers will increasingly need tools that help them forecast their situation, track job costs, and make more informed decisions.

The businesses that embrace digital solutions and gain deeper insights into their operations will be the ones most likely to succeed in this competitive market.

What’s your approach to doing business?

I strongly believe that truly listening to customers is the foundation of delivering meaningful solutions. It's not just about fixing problems it's about understanding the unique challenges each business faces and working collaboratively to tailor solutions that genuinely make a difference.

My approach has always been hands-on and customer focused. I work closely with clients to ensure we’re not just implementing software but enabling real improvements in their operations. We care deeply about the businesses we support, and we’re genuinely invested in helping them unlock the full value of their ERP systems.

What excites me most is hearing how these implementations have transformed the way our customers work, especially when they tell us they’re now able to do things they couldn’t before. One recent example was a client who was thrilled with the new capabilities they gained through M1. Stories like these, where businesses see real, measurable benefits and are eager to grow further with the system, are what drive me every day.