Deal is expected to generate revenue growth of over €10m for Irish firm Ergo which delivers and manages IT services in 36 countries globally.
The investment, its largest ever in Enterprise Management technologies, will enable Ergo to offer an enhanced customer service experience to clients.
“The platform will help us to serve our clients in faster and smarter ways by using data to understand their needs”
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.
Tech at scale
It is also anticipated to generate revenue growth of over €10m in the next five years for the company which employs over 700 IT professionals across its Dublin headquarters and offices in Cork, Limerick, UK, US, 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 has 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.
“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,” said John Gilleran, managing director of Konversational. “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.”
The technology, developed by global US digital workflow company ServiceNow, is regarded as pivotal to Ergo’s ambition to attain the position of Ireland’s leading Managed Services Provider.
“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,” said Ergo managing director John Clancy. “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.”
This latest deal 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).
“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,” said Paul Turley, director of ServiceNow.
Main image at top: John Gilleran, MD, Konversational, John Clancy, MD Managed Services, Ergo