Ergo’s ServiceNow Platform, Ergo Connect, is now live to improve service to customers
is now live after extensive testing and training
Ergo continually look at how to support our customers and enhance our ways of working. We are therefore delighted to inform that Ergo have made significant investment to work with ServiceNow, an Industry leading workflow engine and IT service management platform.
The new technology will enable a seamless connection between Ergo customer care & client service operations and our customer. It will deliver an enhanced experience by providing AI powered self-service functions, proactive care through self-service alerts and faster resolution of issues as part of our ongoing commitment to continually improve our Managed Service propositions.
ServiceNow, is a cloud-based platform for IT and Enterprise Service Management which will allow Ergo to integrate with multiple partner and customer systems. This single platform with a consistent data model and architecture will allow for a future uniform customer experience. It will replace our existing Ivanti system for Information Technology Service Management (ITSM)
It’s all about improving Customer Experience
As John Clancy, MD Managed Services, and Project Sponsor has said, “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. Digital workflows are the building blocks for modern customer experiences. 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. Customers want a seamless, effortless experience where they have more control and visibility over their services. Introducing ServiceNow will bring Ergo’s customer care and operations teams together to meet this demand and provide Ergo with powerful service and product advantage in a hugely competitive global market.”
Why change platform?
We continually strive to improve on our customer experience and the ServiceNow platform will give us greater visibility into business and service performance. This will allow us to gain critical insights into how to support your business. It will assist in driving key business decisions, and allow us to increase operational efficiencies, and allocate appropriate resources to support your Organisation.
Here are some of the benefits to our customers
We have chosen ServiceNow, not only because it is “industry leading” and a widely used IT Service platform, but also because it is effective, intuitive, simple, and easy to use. Some examples of the envisaged benefits are:
- Automate requests, proactively address issues, and deliver effortless customer experiences
- Automate IT and Management approvals saving our customer’s time
- Transform operations
- Empower employees to address our customer needs quicky and proactively
- Expand Self-service
- From a management point of view ServiceNow can provide critical insights to support your business as well as delivering greater operational efficiencies
Our Ergo ServiceNow Project Team have been working hard to ensure ServiceNow works effectively with our processes, and truly meets our and exceeds our customer’s needs. Although the look and feel may be a bit different, there are no fundamental changes to our processes around IT Service and we are implementing ServiceNow in such a way that “ServiceNow allows employees and customers to work the way they need to, not how software dictates they have to. We believe customers can get what they need, when they need it.”
This is just the start of the journey. The best bit is that there will be future development with ServiceNow, enabling cross system automation, proactive/predictive support, and real-time service transparency to the support teams, management, and the customer.
And there will be help and support…
Although Service Now is intuitive and easy to use, your Ergo Service Delivery Manager (SDM) and Technical Account Manager (TAM) will be trained in the system, and there to support you. Your SDMs (Service Delivery Managers) and TAM will explain what’s required at your end, but rest assured that the transition will be simple, quick, and seamless. They will also have access to guidelines, tips and tools and support material online so that you can easily adapt to using ServiceNow.
