- New technology including AI functionality set to transform customer service offering of Ergo- the largest privately owned Irish founded IT solutions provider
- Anticipated to generate revenue growth of over €10 million for company which delivers and manages IT services in 36 countries globally
Technology consultancy firm Konversational is pleased to announce an Irish market first in a new €3 million technology deal with Ergo, set to radically transform the customer service offering of the IT solutions provider which delivers and manages the IT needs for financial services, pharma, life sciences and public sector organisations in 36 countries across the globe.
The investment, its largest ever in Enterprise Management technologies, will enable Ergo to offer an enhanced customer service experience to clients. It will harness the power of AI throughout their cloud-based IT services platform, providing clients with additional features, including a 24/7 virtual assistant to enable them to trouble shoot IT problems and escalate issues for faster resolution.
It will also provide Ergo with a flow of data to make real-time decisions on client needs, in a faster and smarter manner, and will deliver greater insights to fully inform them on the individual needs and preferences of each client, facilitating bespoke solutions to any issues.
The technology, developed by global U.S. digital workflow company ServiceNow, is regarded as pivotal to Ergo’s ambition to attain the position of Ireland’s leading Managed Services Provider. It is also anticipated to generate revenue growth of over €10 million in the next five years for the company which employs over 700 IT professionals across its Dublin headquarters and offices in Cork, Limerick, UK, United States, Colombia, New Zealand and Romania.
Technology consultancy Konversational, one of the largest and most experienced pureplay companies working with ServiceNow in Customer Workflow technology in the UKI market have been appointed to implement the software which will drive innovation and elevate the customer user experience across the entire Ergo network.
Headquartered in Dublin and with an office in London, Konversational is ideally placed to deploy its industry knowledge of the ServiceNow platform, across projects of this scale.
John Gilleran, Managing Director, Konversational said,
“We are pleased to partner with Ergo and to play a critical role as technology deployment partner, on this ambitious digital transformation project, which will drive Ergo’s commercial ambitions. The technological solutions that will be implemented will deliver an enhanced customer service offering and lead to a greater experience for clients, across the entire Ergo network.
“By utilising the ServiceNow Customer Workflow technology solutions, Ergo is ensuring that their service offering will support their ambition to become Ireland’s leading IT Managed Services Provider. The move also reflects Ergo’s commitment to constant innovation in a rapidly changing global business environment. This latest deal builds further on our relationship with Ergo, and as the largest and most experienced company working with ServiceNow in Customer Workflow technology in the UKI market, we have the knowledge, pedigree and expertise to play a leading role in projects of this scale.”
John Clancy, MD Managed Services, Ergo Group said,
“We are particularly proud at Ergo to be the first IT Managed Services Provider to implement the ServiceNow Managed Service Provider platform in Ireland. This technology, including cutting edge AI capability, represents the future of customer service excellence, and it is our intention to be at the forefront of this revolution.
“The platform will help us to serve our clients in faster and smarter ways by using data to understand their needs, preferences, and feedback and to help them self-serve on our platform. This will continually improve their experience and get them the best and most efficient support in the shortest timeframe possible.
“Harnessing these technologies through our Ergo Connect client portal also helps us enhance our communication with our clients by providing multiple ways to interact with us, including virtual assistant, which allows our clients to digitally interact directly with the platform as if talking directly to a person.
“We can then match requirements to solutions in our rich AI data sets to deliver an automated response and resolution in real time. We can also provide customer insights through sentiment analysis of the incident or problem and their resulting outcomes.”
Paul Turley, Director, ServiceNow commented,
“As Managed Service and Technology Providers like Ergo scale their businesses and drive innovation, they must ensure exceptional customer experiences in every interaction while keeping processes scalable and efficient.
“End customers want fast, responsive service. While self-serve portals and customer support can quickly receive requests, resolving them usually involves multiple teams working in siloes, leading to manual and error-prone hand-offs with lack of transparency and poor visibility.
“ServiceNow is at the forefront of driving cutting edge innovation to enable Ergo to realise this scalability, deliver world class customer service and lower delivery costs, all at the same time. We are very proud of what Ergo have so far accomplished and look forward to continuing to work in partnership with Ergo and Konversational to drive value from this investment in ServiceNow technology.”
This latest announcement follows on from Ergo and Konversational partnering in July 2022 on the first ever Irish and European deal of its kind, with Konversational providing Ergo with ServiceNow’s Service Provider specific customer workflow solution Technology Provider Service Management (TPSM).