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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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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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CRM Broadens its Base

CRM Broadens its Base

CRM Broadens its Base
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CRM Broadens its Base

A CRM deployment is a journey with Ergo, where customers have very different destinations, writes Ian Campbell

Adoption of CRM solutions is growing rapidly, as organisations discover it’s about much more than managing sales pipelines, according to Ergo’s Coman Burke. The technical pre-sales consultant regularly talks to businesses about a broader-based business solution that can handlemultiple customer touch points.

“CRM has evolved from being a sales lifecycle tool to become an end-to-end application for customer engagement management,” he said.

“In the past it was pushed into organisations through IT and sales, but now we’re talking to everyone about it, from chief technology and chief marketing officers to the CEO.”

One of Ireland’s leading Microsoft partners, Ergo is focused on selling Microsoft Dynamics CRM. It’s a job that’s gotten a lot easier, according to Burke, and not only because Microsoft has invested heavily in its product to meet the needs of customer service and marketing departments, but also because of its deployment options. You can run Dynamics CRM the traditional way, on premise, or from the cloud as a software-as-a-service solution.

Ergo has been building its expertise to make both routes easier for clients. “For on-premise deployments we do the infrastructure and networking piece as well as the work around servers and operating systems, so it’s a complete end-to-end solution,” said Burke. “For cloud customers, we can integrate Dynamics CRM Online with on-premise ERP, billing and time management systems.”

Ergo - Microsoft Dynamics CRM Partner

Coman Burke, Pre-sales Consultant, Ergo

 The drive is increasingly towards the software-as-aservice model, following a trend among Microsoft customers to put email and other applications in the cloud with Microsoft Office 365. “CRM will integrate seamlessly with Outlook and SharePoint in Office 365 so it’s a no brainer,” said Burke. “You no longer have to manage all the infrastructure around the application and you can still connect back into your on-premise environment where you need to.”

Cloud services are also better able to meet the needs of a mobile workforce, which is where the classic role of CRM as a tool in the hands of sales people becomes even morecompelling. Matching the solution to this kind of use case is all part of the engagement process for Ergo.

“A lot think of firms think CRM is plug-and-play and will automatically increase sales, but they have to understand how it will fit into their existing business landscape for it to add value,” he said.

Out of the box, Dynamics will meet a certain percentage of needs, but more and more customers want to build their own flavour of CRM. “We engage with them, understand what their business requirements are, then map them back into CRM,” he said.

Part of the process is ensuring key stakeholders are involved from the outset – and stay involved. “In the past, CRM was deployed and failed miserably because users weren’t sure how to use it and there was no adoption. It didn’t complement them in their day-to-day work and was more of a hindrance than an enabler,” he said.

Another big change is how customer service and marketing departments leverage CRM at their points of customer interaction. With social media feeds integrated into the dashboard, it’s become a valuable way to engage with new customer channels such as Facebook and Twitter. “Companies are using it to track market sentiment by listening in to social media,” said Burke.

Properly deployed as part of an overall strategy, a large source of business value comes from different business units tapping into the same single source of accurate and up to date customer information. “The market now knows that it’s much more than a sales tool and we have customers from every type of industry, from pharmaceutical, to retail and healthcare, driving different use cases,” he said. “One large Dublin hospital, for example, is using it as the platform for a patient scheduling system.”

Such deployments can be complex, but Ergo’s tried and tested approach gets the right results. “We bring customers on a journey,” said Burke. “We don’t finish our part and hand it over at day 30. It’s an iterative approach to ensure that they get what they want and learn how to use it as we go along. Then, when it’s delivered, they get much quicker adoption and a faster return on the investment.

Register for our Ergo Connects Series to find out how your company can connect better with customers

 

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