Customer Onboarding Transformed
Company Size
1,000+
Region
- Europe
Country
- Ireland
Product
- FlowForma Process Automation
Tech Stack
- Microsoft SharePoint
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Ergo is one of Ireland’s leading cloud and IT managed service providers. Over almost 30 years, the firm has grown through acquisitions and natural growth, evolving into separate business units, each with its own specialties and fields of work. As a company that thrives at the intersection of business and technology, Ergo has experienced significant growth in recent years. However, this growth presented a challenge in the way new clients were onboarded, with diverse business units using diverse systems leading to inconsistencies in the onboarding process. The company needed a solution that could consolidate the paperwork for each of its business units and create a single source of truth for client information.
The Challenge
Ergo, a leading cloud and IT managed service provider in Ireland, faced a challenge in onboarding new clients due to its diverse business units each having their own systems and methods of engagement. Sales, Finance, and the IT Service Management (ITSM) function each used different systems, leading to inconsistencies in the way contracted services were onboarded. This resulted in multiple versions of fundamental information such as contact phone numbers and potential ambiguity around services, commercials, and governance. The lack of a single source of truth risked impacting the customer experience and posed a potential obstacle to Ergo's growth.
The Solution
Ergo adopted FlowForma Process Automation, which integrates seamlessly with Microsoft SharePoint, an application that Ergo was already using. The license allows up to 250 employees to use the no code process automation tool, with five or six typically working on each individual contract. Now, when a new customer is engaged for a contracted piece of work, Ergo’s Account Manager generates a master service agreement in FlowForma Process Automation. The tool allows for the creation of contracts by themselves, ensuring all internal teams are aligned as to what is to be delivered to the customer. Once the service schedule is agreed with the customer, operationally approved, and signed, the Account Manager authorizes billing. The process then passes over to credit control, who cross-reference the CRM in Sales and the accounts package in Finance to ensure reconciliation. At the same time, FlowForma Process Automation generates an automatic alert for ITSM, telling them they have a new client to onboard into their systems.
Operational Impact
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