In the first ever deal outside of North America, Ergo, a leading IT solutions provider, has activated ServiceNow’s customer workflow technology solution Technology Provider Service Management (TPSM) across their organisation. Ergo Connect, a new platform founded on TPSM, is delivering an enhanced customer experience, connecting clients and customer support seamlessly, and with rich real-time data enabling greater visibility into business and service performance.

Ergo, have worked in close collaboration with Konversational, as implementation partner, in the multi-phase project.

Headquartered in Dublin, and with offices in Limerick, Cork and North America, Ergo supports a portfolio of clients with world leading cloud solutions, managed services and IT resourcing. Their focus on transforming their digital infrastructure through the adoption of next-generation technology solutions is already paying dividends across the entire organisation and reflective of their commitment to deliver an enhanced customer experience.

Ergo Connect is facilitating a flawless connection between clients and Ergo’s customer service team, enabling faster escalation and resolution of issues; greater flexibility; robust data insights; real-time and rapid response times. Building on this further, the provision of an enhanced suite of client options through AI powered self-service functions and self-service alerts are delivering solutions to issues with minimal disruption to client services.

Crucially and aligning with their strategic growth ambitions, Ergo now have the distinct advantage in the marketplace as a ServiceNow provider capable of providing existing ServiceNow customers with the type of unique system integration afforded by TPSM.

John Gilleran, Director, Konversational said,

“Supporting and guiding organisations on their digital transformation journey, which is the launchpad to deliver an enhanced service offering to clients, attract new customers and support future commercial ambitions, is what drives Konversational."

“The quality and standard of the technology, now active across Ergo’s operations, is an important part of their long-term innovation strategy and their ambition to maintain their status as a leading managed services provider. Ergo Connect, through the introduction of TPSM, means that Ergo have added a significant new dimension to their service offering, one that is already radically altering the way they do business and delivering both an enhanced and unrivalled customer service experience to clients."

“Customer expectations are increasing constantly, and this means that excellence and innovation must be embedded at every touchpoint within an organisation. Adopting a future-focused approach is mission critical and technology is central to this. Ergo recognise this and through the combination of Konversational’s technical expertise and ServiceNow’s technology, and as part of a partnership approach, their ambitions are being realised.”

John Clancy, MD Managed Services and Project Sponsor, Ergo said,

“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. Digital workflows are the building blocks for 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. Customers want a seamless, effortless experience where they have more control and visibility over their services. Introducing ServiceNow 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.”