All Services

From back-end infrastructure to personal productivity, Ergo has the knowledge and experience to match technology to all our client requirements. Our strength is understanding your business. The end goal is always the same, to make businesses more agile and competitive.

More About Our Services
Managed Services

Focus on your core business and leave ICT operations and management to the experts. From 24/7 service desk support to managing hybrid clouds, Ergo have the depth and experience to meet the most demanding service level requirements and ensure continuous improvement. 

More About Managed Services

Highlighted Services

Managed People

Competition for talented technology professionals is huge, which is why we make hiring more personal, taking time to match the right people to the right roles. Our technical experience and recruiting know-how help find the perfect fit for both parties.  

More About Managed People

Highlighted Services

Consultancy Services

Speed of change demands a new generation of digital investments that will drive business enablement and profitability. We support IT leaders, wherever they are on their digital transformation journeys, with our digital assessment methodology. 

More About Consultancy Services

Highlighted Services

Print and Document Solutions

Our goal is to deliver the best possible print and document service for you, leveraging the latest technologies and innovation to ensure the performance of your print environment is optimised to maximise employee productivity.  We take out costs, add efficiencies, wrap it in end-to-end security and make print integral to digital transformation. 

More About Print and Document Solutions

Highlighted Services

Cloud

Agility is key to business success and the cloud is where to get it. We offer a wide range of cloud services – public, private, hybrid – and provide the best of both worlds by integrating or migrating legacy systems to streamline the way your IT is consumed. 

More About Cloud

Highlighted Services

Digital Enablement

Ergo provides a clear roadmap for digital transformation with practical steps to make businesses more agile and customer-centric

More About Digital Enablement

Highlighted Services

Mobility and Collaboration

Ergo has provided many of Ireland’s largest organisations with an ecosystem of mobile applications and collaboration services that drive productivity without compromising on security

More About Mobility and Collaboration

Highlighted Services

Software Licensing

Businesses struggle to manage software assets and don’t always get the best value. We can help streamline your software purchasing, simplify deployments and maximise your investments. 

More About Software Licensing

Highlighted Services

Security, Risk and Compliance

Risks around cyber security and data protection are an ever-increasing challenge for businesses. We provide security lifecycle management, from perimeter testing and threat analysis to mitigating the impact of a breach. 

More About Security, Risk and Compliance

Highlighted Services

Microsoft Technology Specialisations

With the largest team of Microsoft IT professionals in Ireland – including two Most Valuable Professionals our expertise spans a comprehensive portfolio of products/services

More About Microsoft Technology Specialisations

Type your query and press the "Search now" button

Digital Transformation - you, your customers and your people

Digital Transformation - you, your customers and your people

Read The Article
Digital Transformation - you, your customers and your people
Return to Blog

Digital Transformation - you, your customers and your people

Digital Transformation is hot and trending. Like most technology trends, it often means very different things to different people.

To me it means transforming an organisation’s technology, culture and way of doing business to provide customers with a great experience. It also means moving towards a much faster way of evolving the business to respond to competitive change.

In this blog we will take a look at what I see behind this major trend, what transformation means if you are already offering a digital experience, and what kind of people are needed to drive this transformation.

One thing is for sure, there is a lot of investment going into this space. Recent announcements by our two banks are an example of this. Bank of Ireland is currently transforming their core banking platform with an estimated budget of half a billion euro. AIB is aiming to become the best digital bank in Europe by 2018. Both are focusing on creating the ultimate digital customer experience.

This idea of a digital customer experience has been around a long time.

CRM systems were the first wave to help internal staff provide customer care. As consumers embraced the web, the B2C companies clamoured to go online. Most companies now have some sort of "MyServiceportal" where the consumer can log in to view and update their subscriptions and services.

With the explosion of the smartphone in the last 6 years, consumers expect to have access anytime, anywhere, and on any device. This has driven demand for mobile apps and mobile responsive sites that allow consumers to get this "MyServicePortal" view enabled on their smartphone.

There is a tangible business benefit to giving a great customer experience. Forrester, the thought leaders in this space, run comprehensive annual customer experience surveys and have consistently found empirical evidence that, 

“Customer experience leaders grow revenue faster, drive higher brand preference, and can charge more for their products.” [source

So there are very good reasons to think hard about this.

What does a good digital customer experience look like?

We hear this question a lot when talking to clients, vendors, and our own people.

To me, a good customer experience is a seamless, joined up experience of buying or using a product or service. It should be consistently good no matter how you engage, whether it’s face-to-face, on a mobile app, using the web or on a telephone call.

The digital element is where the interactions should be powered by timely, relevant information about you as a customer, your preferences, your history, and your subscriptions.

Many companies are already serving their customers with a digital experience so why do we need to call it transformation?

I believe the transformation piece is being driven by the need for:

  • releasing continuous small improvements for the customer
  • having a faster time to market for new and improved services
  • being able to respond quickly to competitive events

I also think the reason that CIOS, CMOs and business leaders are talking so much about Digital Transformation is the sheer size of the changes required.

If it truly means “transforming an organisations technology, culture and way of doing business to provide customers with a great experience” this then means it requires a pretty fundamental overhaul in how the business works and how it serves its customers.

That’s a lot of change at once… the technology, the culture, and the way of doing business.

How are organisations tackling this and what does this mean for your resource requirements?

Transformation needs people who are change agents. It needs people with the skills and experience of taking an organisation through a difficult time as people adopt new ways of working, with new personal responsibilities and new colleagues. It can be a threatening time for those used to doing things a certain way and who may be comfortable with their existing role.

When we look to resource a team for a transformation program we are looking for leaders, skilled facilitators who are experienced with both business and technical requirements. This is not a role for the faint hearted, nor is it suited for people who want a business as usual role. It will take tremendous personal willpower, stamina, patience, and a good sense of humour along the way to make this successful.

Finally, consider the following four elements

From what we see in the market and from talking to our clients, vendors, and internal staff, I see four main elements to consider.

  1. Map out a new end-to-end cross channel customer experience.
  2. Create a new way of working in the organisation to put the customer at the heart of everything you do.
  3. Implement customer facing channels that will support agility in an ‘always on’ world.
  4. In-source the people and teams to make rapid, small and continuous improvements.

In my opinion the last point will have the most significant impact to Irish businesses over the long term. According to a survey carried out by Forrester around customer facing web and mobile experiences in 2016, 76% of companies’ surveyed reported people and resources is the key barrier and challenge to their success with only 9% of companies saying they have no difficulty in finding people for their roles. For this reason it is important to hire the right people and partner with a company you trust that understands IT and what digital transformation can mean for your company.

An organisation can outsource and buy in expertise to help drive the first 3 elements above, but if the business at its core does not have a beating heart then it will not be able to compete with those that do. Having great people with the right skills who understand the customer, who understands the business and the technology landscape means that you have a core capability that can drive the organisation forward.

 

Call Ergo now to find out how we can help you transform

News and Blog Posts

Driving Office 365 User Adoption: 5 Steps to Building a Champions Program
Brian Moran
03 July 2018 • Posted By Brian Moran Training And Adoption Lead

Driving Office 365 User Adoption: 5 Steps to Building a Champions Program

In my last blog (8 Steps to Increase User Adoption of Office 365), I outlined the steps involved in succeeding in taking...

Read now
Turning Data into Insights: 3 Steps to Growing Your Digital Business
Jimmy Sheahan
28 June 2018 • Posted By Jimmy Sheahan Managed Services Managing Director

Turning Data into Insights: 3 Steps to Growing Your Digital Business

To run a business, one must make decisions. To run a good business, one must make good decisions. To run...

Read now
Ergo and BWG: A Winning Combination
News 15 June 2018

Ergo and BWG: A Winning Combination

Read Now
Managed Print Services: The Need For A True Partnership
News 05 June 2018

Managed Print Services: The Need For A True Partnership

Read Now
Managed Print and Document Services: Navigating a Sea of Data
News 10 May 2018

Managed Print and Document Services: Navigating a Sea of Data

Read Now

Subscribe to Our Blog

Scroll to Top