The partnership is worth more than €2m
Trade
John Gilleran, Conversational and John Clancy, Ergo
Konversational, an Irish ServiceNow technology consultancy firm specializing in customer workflow technologies, has signed a deal with Ergo worth a reported €2 million.
In the first Irish and European deal of its kind, Konversational will provide Ergo with ServiceNow’s Technology Provider Service Management (TPSM) customer workflow solution.
The new technology will allow a seamless connection between Ergo customer care and client services operations to 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 unique 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 acquired company, with more than 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 is part of a digital transformation program and part of ambitious market expansion plans for the managed IT services provider.
John Gilleran, Director, Konversational, said: “Our collaboration with Ergo marks an exciting new step in Konversational’s journey. In partnership with Ergo, Konversational will focus on accelerating the standard and quality of the new flow system of Ergo’s customer work as part of the organization’s overall transformation strategy.
“As Ergo continues to grow, so does the need to continually innovate to ensure excellence in customer service in every interaction. Customer expectations are rising, and companies must respond. Customers want a seamless, effortless experience where they have more control and visibility into their services. TPSM will bring together Ergo’s customer care and operations teams to meet this need and give Ergo a strong service and product advantage in a highly 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 important for Ergo as we transform our managed services to adapt to our clients’ current and future needs. This technology offering will fundamentally change the way we work and how we serve our clients to maintain our position as a leading service management partner in Ireland.”
TechCentral Reporters
Like what you saw?
Ireland’s ONLY dedicated news feed for the distribution and retail channel.
Our editorial mix includes channel news, trend analysis, Deals Done, regular ‘Channel Chat’ interviews and strategic product focus. It is an important medium through which the technology channel can network and identify new business opportunities.
You want more?