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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.

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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. 

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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.  

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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. 

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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. 

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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. 

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Digital Enablement

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

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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

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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. 

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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. 

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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

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Finding the customer communications sweet spot

Finding the customer communications sweet spot

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Finding the customer communications sweet spot
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Finding the customer communications sweet spot

With the recent explosion in multi-channel communications, you could be forgiven for thinking that it helps form deeper customer relationships. It’s very easy to fire off a stream of emails, share something on Twitter, or have a text-based conversation. But good customer service is much more nuanced than that.

Every customer is different and will have their own ideas about levels of engagement. Daily updates might be just about right for one client,  but overkill for another. In a previous life, I had a customer that would only deal with one request per email, which is very challenging when you’re working on a project together with over 100 tasks!

At Ergo, we pride ourselves on our customer service engagement and consider communications key to forging strong and long-lasting relationships.  After all, it’s only through communication that we can gain an understanding of client needs and are then able to act on those needs.


People meeting people

The essence of Ergo is all about understanding customer requirements; we don’t want to do anything that might compromise the process. Finding the communications sweet spot that works for both parties is a challenge,  it is not a one-size-fits-all world. So how do you strike the right balance and what is the best way to communicate?

I find the personal approach is the best for building meaningful customer engagement – face-to-face as the starting point, followed by a phone conversation. It’s much easier to set out a plan when you’re sitting opposite someone, so I go out of my way to schedule an appointment as early as possible.

Far too often people hide behind email, which feels calculating and cold to the customer. The nuances of face-to-face conversations can be lost and misunderstandings are much more likely to occur. My own feeling is that a meaningful five-minute conversation will always achieve more than a trail of emails.

Updates and resolution

The old adage that "no news is still news" very much applies to the customer service space. We know what pressures businesses are under and how important it is to keep communicating. A quick update to explain the issue that’s being worked on, or a status update outlining the next action, will remind customers that we are on their case.

We put ourselves in our clients’ shoes. Radio silence usually means there’s nothing happening and issues are unresolved. We do not operate like that. We work relentlessly to get problems fixed and keep businesses up and running. Bridge the gap with an update and it avoids customer frustration and increases overall satisfaction levels.

From the service desk side, there is often a fear around delivering news to customers, that it might mean telling them something they don’t want to hear; but Ergo is all about transparency. We’ll keep customers informed and up to date, and if we are struggling to fix an issue, we’ll come clean and tell you about that too.

Timely communications binds us to our customers with a shared purpose. In any relationship, it’s fundamental for forging trust and honesty, creating a common culture where growth and trust can prevail. So let’s keep talking….

To start the conversation with Ergo, click here.

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