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

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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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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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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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Getting Action out of Online Interaction

Getting Action out of Online Interaction

Getting Action out of Online Interaction
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Getting Action out of Online Interaction

Customers rarely want to spend time on hold to your call centre, but they’re glad to talk to you on social media. How do you harness that?

As customers in both the public and private sector emerge from recession, an increasing number of them are choosing to invest in Customer Relationship Management (CRM) software, according to Phil Ryan of Ergo. “There’s a huge amount of activity in the sector,” he said. “A lot of businesses and organisations have either not invested or under-invested in their CRM systems over the past few years, or have put tactical solutions in play. But now that they have some budget available, they’re realising that they have to make some strategic investments, and one of the areas they are spending on is CRM. “We’re seeing a lot of tender activity within both local and central government, not just in purchasing, but in advisory- type services too.” 

Ryan, who specialises in Microsoft CRM systems, said this demand for advisory services had increased significantly in recent times, and had changed the nature of his and his colleagues’ work. “Our role has definitely moved on,” he said. “In the past, maybe half my team would have been developers. Now, two thirds of them are consultants advising on business value – and the delivery of that business value – as opposed to being stuck writing code. “That was the role of an integration partner in the past, and it’s still there to an extent, but increasingly, our job is to help clients understand where they might go.”

Getting Action out of Online Interaction

Phil Ryan - CRM Solutions Manager, Ergo

Probably the biggest change in terms of the traditional CRM role is from a social perspective, according to Ryan. “A lot of conversations now which are of interest to organisations aren’t being had in traditional ways like letters in and direct one-on-one contact with a call centre – they’re being had on social channels like Facebook and Twitter,” he said. “Customers are increasingly asking how they can manage that. Perhaps they’ve got a single tool that is monitoring some of their social network, but that’s usually stuck in the marketing department, which is mainly concerned with protecting the brand. “They’re not necessarily turning that into action on the operations side of the house, or perhaps even on the sales side of the house.”

It is that gap, Ryan believes, that Microsoft CRM can help plug. “If companies and bodies can hook up various key words and tags that are related to their product set, their brand or their competitors through their CRM, then they are able to get a view of what’s going on across those channels,” he said. “That’s nothing new, but now they can turn that into action. So if someone is complaining about a product, for example, a company can turn that into a case in CRM and kick it straight off, or they can reply from within CRM back on that same channel – they can retweet it, they can reply to a tweet, they can reply to a post on Facebook and so on. “It’s basically adding a new channel or a series of channels to what traditionally CRM would be doing through a contact centre or email system.” This can be of particular benefit to public bodies and local authorities, according to Ryan. “Take the example of an event or an issue that is causing consternation in a local community. If the body or authority understands the conversations that are going on around the issue on social media, they can use it to frame their reaction and respond in a better way,” he said. “If a complaint is going viral, a system like this gives bodies the chance to respond quickly and in a targeted way, rather than ending up being asked to account for themselves to Joe Duffy on radio.”

Ryan is leading a practice within Ergo that is complementary to other Microsoft technology areas, and that aligns with how Microsoft is delivering solutions. “Instead of an individual product for a particular problem, they’re now looking at how they can leverage a number of their products in a seamless way,” he said. “Office 365 is effectively that strategy in action – you can buy a tenancy and then subscribe to the various services as and when you need them. “Those services can talk to each other without needing lots of infrastructure, spending or integration. That’s one of the main advantages of dealing with a company like ours,” he said.

Find out more about Ergo's Microsoft Dynamics CRM Solutions.

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