As Ergo continued to grow, it faced mounting challenges in its customer service operations due to the limitations of its legacy IT service management tool, Ivanti. The system’s reliance on disconnected communication channels, combined with outdated email practices, made it difficult to maintain a unified view of customer interactions, resulting in slower case resolution times.

The lack of automation forced agents to manually triage and manage tickets, causing delays and inconsistencies in service delivery. Furthermore, Ivanti's limited scalability hindered Ergo’s ability to efficiently handle the increasing volume of service requests and expanding service offerings. Service levels across different business units, including IT support, customer services, and managed services, were inconsistent, leading to delayed issue resolution and growing customer dissatisfaction.

To address these issues and support future growth, Ergo needed a solution that could centralise service management, automate workflows, and scale with the business.

To modernise its service delivery and replace Ivanti with a future-ready platform, Ergo partnered with Konversational to implement ServiceNow TPSM. The solution introduced a centralised omnichannel case management system through ServiceNow CSM, enabling agents to seamlessly handle customer interactions across multiple channels. Automated ticket routing was configured to assign cases to the appropriate teams based on predefined rules, significantly reducing manual effort and improving response times.

Integrated Performance Analytics provided real-time insights into service performance, customer satisfaction, and agent productivity, supporting data-driven decision-making. Knowledge Management tools were deployed to ensure quick access to relevant information, streamlining case resolution. Email automation enhanced operational efficiency by handling routine queries automatically, while Domain Separation enabled secure, tailored environments for different customer groups.

Microsoft Teams integration allowed agents to collaborate more effectively, and the ServiceNow Integration Hub connected critical systems like Active Directory and O365 to automate workflows and ensure smooth data flow. Delivered within just eight months, the project successfully replaced Ivanti with Ergo Connect — a new, centralised platform that streamlines workflows, accelerates service resolution, and lays the foundation for future enhancements, including GenAI-powered automation.

The implementation of ServiceNow TPSM delivered significant operational improvements for Ergo, enabling faster and more efficient service delivery. Response times were reduced by 30% through automated ticket routing and streamlined workflows, while operational efficiency improved by 25% due to the automation of routine tasks, allowing agents to focus on more complex service requests. Issue resolution times were accelerated by 40%, enhancing both agent and customer experiences.

These improvements led to a 15% increase in customer satisfaction scores, reflecting faster and more consistent service. Financially, the transition from Ivanti to ServiceNow generated €5 million in annual operational savings by eliminating inefficiencies and duplicate systems, and contributed to an anticipated €10 million in revenue growth, driven by improved customer retention and expanded service offerings.

Overall, the ServiceNow TPSM solution empowered Ergo to scale its operations, deliver superior customer service, and position itself for future growth. Additionally, the ongoing partnership between Konversational and Ergo has fostered joint go-to-market activities, driving innovation and reinforcing both companies' leadership in the customer service solutions space.