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Konversational and Ergo focus on customer experience in first ever deal in Irish and European market

By Jayesh Ramchandani July 29, 2022

Dublin, Ireland, July 29, 2022 Konversational is pleased to announce a €2 million partnership with Ergo, a leading Irish IT services firm. In the first Irish and European deal of its kind, Konversational will provide Ergo with ServiceNow’s Service Provider specific customer workflow solution Technology Provider Service Management (TPSM). 

The new technology will enable a seamless connection between Ergo customer care and client services operations with their customers. It will deliver an enhanced experience by providing AI powered self-service functions, proactive care through self-service alerts and faster resolution of issues. Ergo will have a distinct advantage in the marketplace as a ServiceNow provider capable of providing existing ServiceNow customers with this type of unique system integration.

Founded in 1993, Ergo is a highly acquisitive company, with over 550 IT professionals with offices in Dublin, Limerick, Cork and North America and an annual turnover in excess of €150 million. The deployment of TPSM forms part of a digital transformation programme and is part of ambitious market expansion plans for the managed IT services provider.

The deal represents the first of its kind for ServiceNow outside of North America. Regarded as a global leader in digital transformation, ServiceNow opened its first Dublin office in 2020 as part of expansion plans in the European, Middle East and African market (EMEA). Its strong performance has resulted in the company recently investing in a larger office space at 60 Dawson St, located in the heart of Dublin’s commercial district. 

John Gilleran, Director, Konversational said, “Our partnership with Ergo marks an exciting new step in the journey of Konversational. Working in partnership with Ergo, Konversational will focus on accelerating the standard and quality of Ergo’s new customer workflow system as part of the organisation’s overall innovation strategy.

“As Ergo continues to grow so does the demand to continue to innovate to ensure customer service excellence at every interaction. Customer expectations are increasing, and companies must respond. Customers want a seamless, effortless experience where they have more control and visibility over their services. TPSM will bring Ergo’s customer care and operations teams together to meet this demand and provide Ergo with powerful service and product advantage in a hugely competitive global market.”

John Clancy, MD Managed Services, Ergo said, “This partnership with Konversational and ServiceNow represents our investment in the Enterprise Managed Services market and is pivotal for Ergo as we evolve our managed services to suit our current and future clients’ needs. What this technology offers will radically change the way we work and how we service our clients going forward to maintain our position as a leading service management partner in Ireland.” Paul Turley, Sales Director, ServiceNow said, “Digital workflows are the building blocksfor modern customer experiences. Our technology will enable Ergo to rapidly scale customer operations, by automating processes across front, middle and back offices, creating a more seamless customer experience. Working with a trusted partner like Konversational, who possesses deep knowledge and expertise in ServiceNow products and solutions, will ensure Ergo fully maximises the power of the ServiceNow platform to the benefit of the organisation, its employees and above all its customers.”

Contact Information

Email: media@konversational.com 

Or 

Káno Communications
Claire Egan

M: cegan@kano.ie

About Konversational

Konversational are a premier partner of ServiceNow®, a global software company that provides cloud-based services for digital transformation. Established in 2020 by a team of ServiceNow industry veterans including the co-founders and serial entrepreneurs in this space John Gilleran, and Richard Guy. Konversational is a new breed of specialist ServiceNow partner, with a core focus on Customer Workflow. It helps organisations deliver superior business outcomes for their customers through the use of ServiceNow technology. Konversational currently employs 20 people with ambitions to double the business by December 2022.

About Ergo

Ergo is the largest privately-owned IT services company in Ireland, headquartered in Dublin, with offices in Cork and Limerick as well as the UK and US. It excels at the intersection of business and technology with market-leading cloud solutions, managed services and IT resourcing. For nearly 30 years, CIOs and IT leaders have relied on Ergo for a powerful combination of agility and resilience – agility to grow and continually improve; resilience to withstand whatever disruption comes next.

About ServiceNow

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloudbased platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make workflow. So, employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNowTM. For more information, visit: www.servicenow.com.

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