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

IT Resourcing

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 IT Resourcing

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


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

Right Start is Vital to get the Best out of a System

Right Start is Vital to get the Best out of a System

Right Start is Vital to get the Best out of a System
Return to News

Right Start is Vital to get the Best out of a System

By: Linda Daly

Companies must take a bottom-up approach when adopting a customer relationship management (CRM) system, according to Neil Young, Solutions Architect, Ergo Software Solutions. Failure to involve staff on the ground - and garner support for the implementation of the system - could lead to its failure, he said.

"If you don't get that adoption correct at the start, negativity can spread quickly. You need senior level sponsorship, but the key to success of any CRM system is to take a bottom- up approach and get your staff on the ground involved," he said.

The implementation of a CRM system means getting sales teams to work in a fluid manner to use structured tools. There were three core components to CRM: sales, marketing and customer service, but it extended beyond those elements and could be a core functionality of firms' systems, said Young.

"Typically organisations have customer management systems in some form or other. There are tangible and intangible benefits. Having structured customer data will streamline sales processes, improve the customer view and offer a 360-degree view of the customer's interaction with the business."

Achieving that 360-degree view can be a key driver in introducing CRM technologies into an organisation. A good CRM system will provide a 360-degree view of all customer interaction points, from the customer service desk to the initiation and tracking of a marketing campaign.

It will integrate existing systems that contain key customer information such as accounts or stock control. Any CRM system should be rolled out on a phased basis, said Young.

"Don't take a big bang approach. It's important that you pick certain areas of the business that you want to concentrate on, and roll your CRM system across these in a step-by-step approach. Don't just roll it in across all sales, marketing and customer service functionalities immediately."

Market Growth

In December 2011, industry analyst firm IDC forecast that the worldwide CRM applications market would reach $18.2 billion in 2011, up 11 per cent from 2010. The sales, marketing and customer service elements of the CRM market were to achieve double digit growth in 2011, it said.

Cloud-based functionalities have boosted the market, as they free firms of lengthy and often costly CRM implementations, according to Young. "Cloud-based systems have definitely changed things. Obviously led the way there but Microsoft has now come to the table, and is offering easy-to-use and cost effective CRM software."

Indeed, the entry of Microsoft into the CRM market has resulted in somewhat of a shake-up of the sector, as the IT giant has made CRM a key, enterprise-ready piece of its cloud services strategy.

Dynamics CRM

Microsoft first entered the market in 2008 with Dynamics CRM, but ramped up its offering in 2011 with the launch of Dynamics CRM 2011 and Dynamics CRM Online. Both systems added increased integration with Microsoft Office 2010, allowing users to access customer information through the familiar dashboard of Microsoft Outlook.

The latest versions offer a platform to firms for building a line of extended CRM applications, allowing users to track capabilities beyond the typical CRM scenarios.

Dynamics CRM 2011 can be personalised to meet the information needs of the user, customised to create globally available option sets and tailored to meet the needs of certain roles. This latter element provides users with fast access to the information they need while also restricting access for some roles.

The integration with Microsoft Outlook has meant that firms can track what customers are doing with their outbound email, giving them a greater sense of what works when it comes to CRM. Among other features it also links CRM with social media, providing users with leads from sites such as Facebook and LinkedIn. "We've seen Dynamics CRM change the market as it really is at the leading edge of cloud computing," said Young

Developers are taking advantage of the Windows Azure platform to develop custom code by Dynamics CRM Online. Tools such as Microsoft Visual Studio are an added dimension. For users, the beauty of the cloud-based Dynamics CRM is that it takes away the need for lengthy deployment of in-premise servers. For the uninitiated in CRM, adopting a cloud-based system is more appealing.

"What we find with the cloud is that it's an easier jump for firms to make to CRM," said Young.

Despite the rise in cloud based CRM systems, Young foresees continued use of a hybrid model. "Large companies in particular will have some element of in-premise servers, but also some in the cloud. The cloud is very attractive and it definitely has its purpose, but some companies will be in the cloud and some will be on premise. A hybrid model will exist," he said.

The Next Step

Microsoft is set to release the latest version of Dynamics CRM in the second quarter of 2012, as it looks to improve accessibility for clients. Using the theme CRM Anywhere, the firm is focusing on extending its mobile solution to support a wider variety of browsers.

The update will include a cross-platform native mobile client for Windows Phone 7.5, iPad, iPhone, Android, and Blackberry devices, and will be aptly named Microsoft Dynamics CRM Mobile.

News and Blog Posts

Vigilance as a Service
Steve Blanche
15 February 2019 • Posted By Steve Blanche Chief Technical Officer

Vigilance as a Service

The speed of digital adoption has been such that we really haven’t previously seen such a drastic cultural...

Read now
Treat Print As Seriously As Other Outsourced IT Functions
David Carthy
04 January 2019 • Posted By David Carthy Technical Solutions Manager

Treat Print As Seriously As Other Outsourced IT Functions

Market research shows that outsourcing continues to grow, no doubt helped by the proliferation of cloud services that offer new...

Read now
Ergo named Deloitte Best Managed Company and Great Place to Work for 2019
News 05 March 2019

Ergo named Deloitte Best Managed Company and Great Place to Work for 2019

Read Now
Ergo joins SimplyVital Health Nexus Blockchain Consortium
News 26 February 2019

Ergo joins SimplyVital Health Nexus Blockchain Consortium

Read Now
Cloud Computing - A Mixed Forecast
News 04 February 2019

Cloud Computing - A Mixed Forecast

Read Now

Subscribe to Our Blog

Scroll to Top