Konversational strikes €2m tech deal with Ergo

The new ServiceNow technology will enable a seamless connection between Ergo customer care and client services operations with their customers.

Irish IT firm Ergo has struck a €2m deal with Konverstional, a new Irish consultancy arm of ServiceNow, to roll out a new AI-based customer workflow system.

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.

“Digital workflows are the building blocks for modern customer experiences”

“Our partnership with Ergo marks an exciting new step in the journey of Konversational,” said John Gilleran, director 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.”

Investment in enterprise managed services market

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.  

“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,” said John Clancy, managing director of Managed Services at Ergo.

“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.”

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.   

“Digital workflows are the building blocks for modern customer experiences,” explained Paul Turley, sales director of ServiceNow.

“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.” 

Main image at top: Backrow, (l-r) Paul Turley, Sales Director, ServiceNow, Conal O’Donnell, COO, Ergo. Front (l-r) John Gilleran, MD Konversational, John Clancy, MD Enterprise Services, Ergo

John Kennedy
Award-winning ThinkBusiness.ie editor John Kennedy is one of Ireland's most experienced business and technology journalists.