We are proud to announce that Ergo is now a ServiceNow Reseller and Service Provider Partner. In 2023, Ergo invested €2 million in a strategic partnership with Konversational, a local ServiceNow implementation partner, to rollout a Technology Provider Service Management (TPSM) deployment that has benefited our customers improving operational efficiency and enhancing customer experience. The partnership has resulted in the creation of a ServiceNow Practice at Ergo and achieving ServiceNow Partner statuses is a milestone that reflects our growing capabilities, deep platform expertise, and commitment to delivering exceptional service experiences for our customers.
Being a ServiceNow partner reseller means Ergo can officially resell ServiceNow licenses, leveraging our expertise in complex licensing models to help customers get the best value and advice, similar to our experience with Microsoft and Adobe through Micromail, our dedicated software licensing arm.
As a ServiceNow service provider partner, Ergo operates a specialised, certified ServiceNow instance with domain separation and managed services feature set, allowing customers to use the platform without high upfront costs of building their own instance. Ergo were the first organisation outside of the US to deploy a TPSM instance. We now offer tiered managed services (bronze, silver, gold) with varying levels of integration, customisation, and support.
Our partner status gives Ergo direct access to ServiceNow’s technical and sales support, validate our operational model, and positions us as a trusted, scalable partner for organisations who wish to use the rich ServiceNow platform.
Using our TPSM instance, Ergo’s customers benefit from a lower barrier to entry, centralised platform maintenance, and the ability to scale in a domain or migrate to their own ServiceNow instance, all with a single point of contact and a mature support organisation behind it.
John Clancy, Managing Director Managed Services at Ergo highlighted that “achieving ServiceNow partner reseller and service provider statuses allows Ergo to offer customers a streamlined, high-quality managed services experience, with flexible tooling options and tailored solutions that go beyond standard offerings in the market.”
William Cramer, ServiceNow Platform Owner at Ergo, stated, “This recognition is a testament to the dedication and expertise of our ServiceNow team, who have been tirelessly working to enhance our service offerings and deliver exceptional value to our customers. From streamlining internal collaboration with ITSM, Integration Hub & the Customer Service Management Portal, our team has been at the forefront of innovation. These achievements not only enhance our operational model but also position us as a trusted partner for organisations looking to leverage the power of the ServiceNow platform. Our ITIL founded services have matured over 30 years of delivering into the Irish and international market, and we now underpin the processes and people with the leading technology ”
The Ergo roadmap to building better experiences with ServiceNow
With a platform as large and deep as ServiceNow, we have tailored our journey along a path that delivers the best value in the shortest time frame, steered by our strategic objectives.
Developments in the agent workspace: Smarter internal collaboration
To better feed quality data into AI and aligned to our strategic objective to leverage the best it offers, we have recently implemented integrated chats within the ServiceNow Agent Workspace. This is a powerful internal collaboration tool that allows agents and fulfillers to communicate directly within the context of a specific record, like an incident, case, or task.
These conversations are internal-only, meaning they do not need to involve the customer, but they significantly speed up resolution times and improve service quality. When relevant, parts of these discussions can be tagged to the source ticket, making them available for future reference and AI-driven actions. It is a smarter way to work, and a smarter way to learn from every interaction, and allows us to transparently and automatically store the capability of our engineers.
CSM portal improvements: Making it easier for the customer
To better serve our customers, we have refined the customer experience on the Customer Service Management (CSM) Portal.
Now, the portal leads users intuitively to the correct sections, ensuring they only see relevant service launch points. This change has had a significant impact on usability and customer satisfaction.
Contact management catalogue item: Empowering service teams
Managing client and customer contact records is a critical task for our service delivery teams. To streamline this, we have automated the ability to quickly add, disable, or enable customer contacts.
This is an example of applying the “shift left” principle, moving routine tasks closer to the consumer and automating them to reduce the number of steps and teams. The result is faster onboarding, better access control, and more time for teams to focus on high-value work.
The ITIL principle – Focus on value
We take a large volume of data into ServiceNow to be processed by our engineers, and from this we build reports out of the processes and activities. Recently, we have enhanced the incident creation process. These now automatically align customer input into the relevant reporting structure and have automated the assignment to the correctly skilled team.
Previously, these steps were more manual and time-consuming, so building this value-based automation frees up our agents to focus on solving customer issues, and much less on data management. This helps the engineers focus on their sphere of control, and also feeds directly into downstream value from reporting.
