“We always look for actionable insights to drive improvement,” said Sheahan. “It’s not just about proactive management, it’s about seeing what gives users the best experience and building that into digital transformation strategies.”
Proof of Ergo’s success doesn’t just come from new business wins. A CX (customer experience) team was set up in 2014 and has provided year-on-year analysis that reveals significant improvements. Last year 47,000 cases were answered, 48 per cent up on 2015, but Ergo still managed to improve customer satisfaction ratings, rising from 4.0 to 4.6 for response times and 4.2 to 4.6 for overall satisfaction (four equals satisfied). Increased satisfaction levels are put down to improvements in logging procedures, service engineers solving problems more quickly and Ergo’s focus and commitment to really understand the needs of their customers.
“We’ve always been strong on ITIL-based frameworks, but we now have agility enabled by a new wave of cloud-based tools,” said Sheahan. “It’s a winning combination of hard-earned experience and leading-edge technology.”
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