Wizard Systems

How to Keep Your Outlook Connected to GoldMine by Staying on Classic Outlook

 

Microsoft’s forced migration to the New Outlook in 2025 threatens to disrupt critical integrations for GoldMine CRM users. Here’s what you need to know to preserve your Outlook-GoldMine workflow.

Why Classic Outlook Matters for GoldMine

GoldMine’s integration with Outlook relies on legacy features like COM automation and VBA support, which are completely removed in New Outlook. This impacts:

• Email linking: Auto-linking sent/received emails to GoldMine contacts
• Calendar synchronisation: Bi-directional sync for appointments and tasks
• Contact management: Seamless access to GoldMine data within Outlook

New Outlook’s web-based architecture lacks these capabilities, risking broken workflows for businesses relying on GoldMine integrations.

How to Retain Classic Outlook

1. Opt Out Before Migration

If you see in-app alerts about the New Outlook switch:

1. Go to Outlook Options > General
2. Decline the update to stay on Classic Outlook

2. Registry Edit (For Advanced Users)

If already migrated to New Outlook:

1. Open Registry Editor (type in Windows search)
2. Navigate to:
   Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Preferences
3. Double-click UseNewOutlook and set Value Data to 0
4. Restart Outlook

Warning: Back up your registry first. Incorrect edits can destabilise your system.

3. Reinstall Classic Outlook

1. Uninstall the pre-installed Microsoft 365 suite
2. Download Classic Outlook directly from Microsoft’s website
3. Reinstall Microsoft 365 while retaining Classic Outlook

What If New Outlook Is Forced?

If your organisation mandates New Outlook:

• Use Riva CRM Integration: Third-party tool from Wizard Systems, syncing GoldMine with Exchange/Office 365
• Enable GoldMine Link: Lightweight alternative for basic email linking

Still, it’s possible to come back to the classic Outlook. And Microsoft should support the classic Outlook for existing installations on both perpetual and subscription licenses until at least 2029.

The Clock Is Ticking

Microsoft’s phased migration began in January 2025. Proactively blocking updates ensures uninterrupted CRM operations. For managed IT environments:

- Enforce Classic Outlook via group policies

- Disable automatic Office updates

 

Need help? Contact Wizard Systems support to:

• Implement registry fixes
• Explore Riva synchronisation
• Configure enterprise-level update blocks

 

OAuth2 and GoldMine CRM: Enhancing Your Email Security - Event 24/1

Email remains a crucial communication tool for businesses, and GoldMine CRM users understand its importance in maintaining customer relationships because it's at the heart of the system. However, with increasing cybersecurity threats, it's essential to ensure your email integration is as secure as possible. This is where OAuth2 authentication comes into play and that's why we're explaining this whole thing on our next online event for GoldMine CRM users.

Why OAuth2 Matters for GoldMine Users

Traditional email authentication methods like basic username/password combinations are becoming outdated and vulnerable to security breaches. OAuth2 represents a significant upgrade in email security, offering GoldMine users a more robust and secure way to handle email communications.

Key Benefits of OAuth2 Integration

OAuth2 provides several crucial advantages for GoldMine CRM users. Instead of storing sensitive password information, OAuth2 uses secure tokens for authentication. This means your email credentials are never directly exposed or stored within GoldMine, significantly reducing the risk of unauthorised access.

The token-based system also enables administrators to maintain better control over email access permissions. You can easily revoke access when needed, without changing passwords or disrupting other authorised services.

Real-World Impact

Many organisations using GoldMine have already experienced security incidents related to email authentication. With OAuth2, these risks are substantially minimised. Your team can focus on what matters most – building and maintaining customer relationships – whilst having peace of mind about email security.

Join Our Upcoming Webinar

Want to learn more about implementing OAuth2 with your GoldMine CRM? Join our comprehensive webinar: "Securing Your GoldMine Email Integration with OAuth2"

Date: Friday, 24th January 2025 Time: 2:00 PM GMT Duration: 20 minutes

In this session, we'll cover:

• Detailed explanation of OAuth2 and its security benefits
• Implementation
• Live Q&A session

Register now to secure your spot and take the first step toward enhanced email security for your GoldMine CRM system.

REGISTER HERE

Don't miss this opportunity to strengthen your organisation's email security and protect your valuable customer communications. Space is limited, so register today!

Your hosts, Wizard Systems, have over 30 years experience of implementing and supporting GoldMine CRM.

Coming to a screen near you - Boost Customer Satisfaction with Freshdesk Support Software

We are pleased to announce we have partnered with Freshdesk to leverage their advanced customer support software. Freshdesk provides a robust set of tools to help our team deliver faster, more effective customer service.

With Freshdesk, agents can support customers across multiple channels like email, phone, chat, and social media through a unified inbox. This gives customers the convenience to reach us through their preferred medium.

Other key features we're excited about:

• Ticket management - Easily track and prioritize customer inquiries with custom views and SLAs
• Knowledge base - Reduce repeats with self-service support resources
• Automation - Deflect common queries and streamline workflows with built-in automation
• Reporting - Gain insights into response times, agent performance, and satisfaction
• Mobile access - Manage tickets on-the-go with native mobile apps
• Integrations - Connect with the tools we already use like CRM, billing and more

By implementing Freshdesk, we aim to lower response times, improve CSAT scores, and resolve more tickets on the first contact. This will result in higher customer retention and loyalty. Our agents are excited about Freshdesk's modern interface that will make their jobs easier.

We look forward to leveraging the power of Freshdesk to deliver faster, more personalized customer support. Get in touch to learn more about how Freshdesk can transform your support operations.

 

Workbooks CRM Case Study - Forum of Private Business - How Workbooks got rid of the Frankenstein Monster! Implemented by Wizard Systems

The Forum of Private Business is a not-for-profit organisation offering support to companies – most of which employ fewer than 50 employees – about many aspects of running a business, from employment law, HR and health and safety, to finance, legal, compliance, marketing and sales.

Until 2017, the Forum relied on a cobbled-together CRM solution based on an old, unsupported version of Microsoft Dynamics, which included an integrated Sage 200 Enterprise Resource Planning (ERP) system.

Over the years, the old CRM system was modified numerous times to make it fit the Forum’s requirements – but those modifications were undocumented, which eventually made the whole system unmanageable and impossible to update. The lack of documentation made support and training increasingly problematic too.

Read more about the Workbooks system installed by Wizard Systems helped get rid of the 'Frankenstein Monster'.........

Download Forum of Private Business Case Study - Workbooks

Are your 'on premise' applications correctly backed up?

Following recent increases in reported data loss issues related to viruses or ransomware attacks, it is more important than ever to make sure your on premise applications (like GoldMine and QuoteWerks) and data are correctly backed up.

Backing up your on premise applications such as Goldmine and QuoteWerks is something that should be done regularly and checked to make sure you have what you need if disaster strikes. A regular backup is still something that many users prefer to avoid.

Q - "Are you backing up your GoldMine software?"
A - "Yes our IT chap says it backs up every night"
Q - " Are you sure it will restore if disaster strike?"
A - "Hmmmm ? I think so!"

At least that is until they suffer their first loss of important files as a result of software, hardware or user error and more and more commonly some virus that wipes or encrypts your data: that's when it becomes crystal clear just how valuable a reliable and up-to-date backup really is!

GoldMine for example holds information in 2 places. The application is stored in your GoldMine shared folder on the server and all of your data within GoldMine, is stored in Microsoft SQL. We recommended that you back up both areas correctly. Microsoft SQL server comes with an option to set up a maintenance plan which allows you to schedule the data backup regularly. This will produce a file which can then be backed up along with your GoldMine folder and contents.

We would recommend that to maintain an optimal backup system, make a separate backup on each day for a 2-week cycle. That is, your backup system should include 10 to 14 individual backups. Two weeks of backups are recommended because data corruption might not be discovered for several days. Only 1 or 2 backups might contain corrupted data. Use tapes, removable disks on cloud space as a backup medium. Also if you are provided with a backup service as part of your IT support contract then perform a disaster recover test to prove that you can restore all that you need.

For more information or advice, please contact Wizard Systems.

Top 10 tips for a successful CRM implementation - It's not just about the software

Whether you have chosen a CRM provider or not it is a good idea to prepare for the challenges ahead. Be sure to apply the correct focus so that the implementation does not fail. When planning or choosing the right solution for you, make sure that you are in control:

o What is the business case for the implementation and how are we going to measure the success?
o Do we want a Cloud Solution or Server based Solution?
o What resources will it require?
o Do we need to make any organisational changes?

A CRM system is not just software! Primarily it is technology and a tool to deliver process, strategy and philosophy. When implementing a new CRM system the whole organisation should be on board. A good project manager is essential who should get involvement with all parties and assist in creating the correct mix of official guidelines and personal requirements for all departments. Make sure that everyone is open to change and not determined to make the new system a modern replica of what already exists and needs updating. Here are 10 tips to help:

1. Get Top Management Involved

It does seem obvious but they drive opinion and culture within the business. Without their input the project is likely to fail. Top management need reports and KPIs they also set targets, so it wise that these only come from the new system. The new system should be where they expect to get the data from. This helps drive the adoption of the CRM solution and builds value from the investment.

2. Have a Project Manager

When implementing a new CRM system, it is vital to have somebody that is focussed on getting it delivered and is in charge of the project. This person should have the overall management and the mandate to run the project. This person can make overall decisions where opinions differ, which helps things get done and goals realised. This person does not have to be from management but must be a do-er and finisher with enthusiasm and passion for the project.

3. Allocate an Administrator/Super User

On delivery of the CRM system, somebody should have overall ownership of the finished solution. This should be a person within your organisation that is the administrator and the ‘Go-To’ person. This person/s should have extra training so they are in a position to support users prior to escalation. They are fully aware of internal processes and know how the whole system fits together. They are also the link between your organisation and related vendors when things need to be done or services purchased.

4. Launch and Sell It Internally

Internal marketing is often underestimated but when launching a new CRM system it must be sold internally. Users must be encouraged to embrace it and be motivated to use it. This is change and change is not easy for some. It doesn’t cost a lot get some posters, T-Shirts anything to make it big news. You will reap the benefits with ROI but only if it’s a success. ( I once saw a company create coffee mugs saying ‘If It Ain’t in CRM It Ain’t Happened’)

5. Data

There are 2 aspects to this.

Firstly, will your new system need all the data from your old system or can your old system be used to look at historical data? When delivering the new solution, where is the data coming from, how clean is it, and do we need all of it? There could be a cost saving there and as time moves on the historical data has less value. Your new system will need data and getting this data ready is often the biggest budget eater, in both time and money. Start early, getting this ready, start implementing rules in your existing system that can help with the cleaning or qualification of data that will be needed. At some point you will need to sign off the data to be imported in to the new system so you will want it as clean as possible whilst also considering the time and budget of the project.

Secondly moving forward, remember the old adage ‘Rubbish in Rubbish out’. When the new system is up and running you need to have rules and checks to make sure that data is good, complete and up to date.

6 User acceptance and Testing

Whether you are having the systems delivered by a vendor or your internal team, you should agree the scope of what will be delivered. You also need to apply some project methodology to the implementation. There are many proven methodologies and there are many opinions about which is best. Personally I think, with most CRM solutions an ‘Agile’ methodology works great. Decide on each of the deliverables or phases and then develop and test each one until it is acceptable. Get each signed off before moving to the next. Getting a user group involved with this also helps the acceptance of the final result and is an aid to getting the required culture change.

7. Training

There are a few different approaches to training. You can elect for some bespoke training or attend some fixed agenda training. Training could be on site, at a training centre or online. The choice would depend on budget and also how bespoke your CRM implementation is. Training will help the internal selling of the CRM. People are all different, some will embrace a new systems others maybe sceptical or even resistant. You must prepare your strategy to handle all of these differences. Don’t dismiss or skimp on training it is a vital part of the whole implementation and could be the difference between success and failure.

8. Documentation

The need for internal documentation is often overlooked. One of the key things about using a central system is that each and every must know how they are expected to complete the company processes within the software. Information about your processes cannot be found in the software help or user guides. Don’t rely on one person telling another, we all know that this gets diluted or changed. Produce an internal document even if it’s just a few screen shots and text.

9. Strategy

There are a number of references above about philosophy and approach when implementing a CRM system. As mentioned it is not just technology it is a tool to deliver a way of working. Your whole organisation may need to re-think working processes and individuals may be required to change the way they do things. This is a challenge and requires a strategy to cope with negativity on all levels. Despite all the publication and noise about CRM people still think that CRM is just a Sales tool.

You might come across somebody that works in finance who says “ I work in a different way and have no need for CRM. All my emails are in folders and organised so I know how to find them”. There are endless arguments for implementing a CRM but in first place is that, when in the workplace, the company owns your production and a CRM system ensures that all the information is in one place. This can be a bitter pill to swallow for some so be prepared.

10. Conclusion

Planning and care of delivery is the key to the success. It’s not only the technology that should be put in to place. The CRM software must also deliver process, user friendliness and a culture. Get this right and the return on investment will come. Don’t forget to measure the success and don’t think the implementation is final and static, it should and will evolve with time.

If you are looking for a new CRM system, please contact Wizard Systems.  We have implemented over 3000 systems in the last 24 years.

The author of this document is Peter Johnson, General Manager of Wizard Systems.

 

Top tips for data migration and importing data into a CRM system

Wizard Systems have been involved with setting up new CRM solutions for 20 years and have a wealth of experience in migrating different types of data into CRM systems. Here are our top 10 tips of areas to consider when carrying out your own database import project.

1. Format of the data. The most common format we come across at Wizard Systems for data migrations is Excel, so you have to check your CRM system can import directly from Excel or whether the data needs to be converted to some other format before import. Check to see if there is one file containing all data to be imported or whether it’s split over multiple files, e.g. one for the Company names and one for the People. If your data is in Excel, check for blank rows and that columns have the same format of data (i.e. if you had a City column, that column just contains Cities and no data from other columns has ‘slipped’ in). If your data is in ‘CSV’ (Comma Separated Variable) format, you may need to remove commas from the data you’re importing as they could corrupt your import.

2. How will you use the data once it’s in your CRM system? For example, are you going to send some marketing communications to them, have someone from sales call them, etc…

3. How up to date is the data? Nothing’s worse than taking the trouble to import your data, only to find out the companies don’t exist, people have left, or email addresses are out of date. When was the data last verified or updated by anyone? Does it have a ‘last update’ field for example?

4. Check for duplicates: You might assume that the data you are importing is fairly clean and does not contain duplicates, but do you have some of those records already in your CRM database, and if yes, how are you going to handle those duplicates – Most good CRM systems have a way of checking for duplicate records on import.

5. How will you import? Does your CRM system have an import facility or do you have to rely on a 3rd party tool / utility to do the job for you, which could add to the time and expense of the project.

6. Does your CRM system have the correct structure for the data to be imported? E.g. If the data to be imported has a turnover field for the Company, do you have a Turnover Field in your CRM database already? If yes, and there’s data in that Field already, is the format identical to existing records? You might be storing Turnover as a ‘number’ field, but maybe the data you are getting stores Turnover as text or a range.

7. Does your CRM system have the capacity for storing the extra records? Check that you don’t have any upper limits on number of records and that it will not impact on the performance of the system having extra data.

8. Security: Will all Users of the CRM system have access to this data or do some Fields / Records need to be hidden or made ‘read-only’ to some users?

9. Is this a one off migration or will you be subscribing to updates of the data? If you’re going to receive regular updates to your data, you will need to check that you’re tracking and importing a ‘Unique Record identifier” or a Field that contains a unique number for that record against which you can match & append future updates.

10. Ownership: Do you own the data, or if you start using it in your CRM system, is a 3rd party out there likely to launch a legal action against you? Ensure you abide by local data protection legislation and observe any ‘opt in or opt out’ flags for mailings or telephone calls

 

If you have a database import project you would like assistance with, please contact us at Wizard Systems.

 

How to manage your Service Level Agreements and keep your customers happy!

Service level Agreements are common practice in many service operations now, as a contracted agreement between you and your customer on an expected level of service, response or fix to a problem.

It's therefore critical to ensure any system you use for tracking customer service complies with this and is able to automatically track your SLAs and manage potential up and coming breaches of SLAs, so you are able to respond to the customer and escalate the issue as necessary within your organisation.

HEAT's Business Process Automation module from Wizard Systems, allows help desks and customer service centres to create Business Rules that are then monitored by the system 24 x 7.

Rules could be created relating to the customer (e.g. all calls from this type of customer must be responded to within 2 working hours) or an asset your company is supporting at the customer site (e.g. Any fault with the Customer's Packing Machine must be fixed within 4 working hours).

Escalated Calls can be updated automatically (maybe their priority changes for example) and automated emails can be sent to other users where you need to get a more experienced colleague involved.

HEAT also has a concept of 'hours of operation' - so if you work 9 til 5.30 for example, a call being logged at 4.30 pm one day will not breach it's 2 hour SLA until the following day at 10am.

For more information on how HEAT can manage your SLAs with your customers to ensure you keep within your customer contracts, contact Wizard Systems on 01454 316800.

Remember, a speedy response and an effective solution are characteristics customers value most in a support relationship.

 
 

GO-Global FAQs

Frequently Asked Questions About GO-Global remote access software.

Q. How urgent is it that I upgrade GoGlobal to the latest version?
 
Ans.  If your system working correctly and you are not experiencing any issues then the update is not urgent. 

Release notes for the latest build can be found at...
 
http://www.graphon.com/files/HostReleaseNotes.html

The Latest update can be downloaded from

http://www.graphon.com/customer-support/download-software-and-documentation

Q. Can a user with an older version of the client still connect to the host if it has been updated to the latest version 4.0.1.
 
Ans. If you are going from 4.x to 4.0.1 the clients don't have to upgrade.  However note: In the 'Cluster Manager' you can set the clients to automatically upgrade under... Tools | settings | Client access tab | automatically update clients
 
Q. How often do these updates come out?
 
Ans
 
1. Larger Updates are around 6 to 9 Months and contains all of the smaller compatibility patches
2. Smaller Compatibility patches for specific windows updates are quite frequent and will be released shortly after a Microsoft update.
 
We strongly recommend that windows update is disabled on your GoGlobal server and you will then be able to check for any compatibility updates before applying windows updates