When businesses approach a tech company for assistance, they are often facing a difficult situation, primarily focused on a specific challenge affecting their operations. The solution typically involves a combination of strategies, rooted in a clear understanding of the issue and supported by a well-defined plan of action.

In order to reach this goal, Christine Falzon, Chief Sales Officer and Janine Brincat, Marketing Manager together with their teams, use ICON’s unique approach to providing an unrivalled service to customers, reaching goals every time.

Christine Falzon, Chief Sales Officer

“Often tech companies tend to push the tech first, trying to move as much product as possible. At ICON we approach a request differently, embarking on a meaningful conversation with the customer about the challenges they would be facing and where they want to be, at the other end of the process. The results are remarkable, as this allows us to work to the specific needs of each different customer, hitting the mark every time,” says Christine Falzon.

However, to make this process even more efficient, and ensure a successful outcome for all parties, ICON has streamlined its processes, by productising its service offering, in a bid to enhance their service delivery.

“As part of this exercise, we have established more efficient and cost-effective packages, in order for our customers to see successful tangible benefits within weeks of their digital transformation process with ICON,” Janine explains.

“We all know and agree how time is the new currency. For companies, turnaround time is crucial, as they would be itching to hit the market with a new product, or learn some crucial insights on a particular field through a new AI they would need. That is why we understand the value of speed and providing solutions to our customers in a timely and reliable manner,” she continues.

Following a full market analysis, to obtain a thorough understanding of the current landscape, led by Janine who had just joined the company, ICON embarked on a series of workshops, to formalise its processes. “Today we can provide the necessary structure to customers that, while keeping their specific needs front and centre of all we do, we are confident to bind ourselves with determinate timelines and prices to go to market quickly and professionally,” Janine explains.

“As a result, this mindset of agility is the centre-point of all the processes we go through in our ambition towards customer satisfaction,” Christine chimes in.

“Our teams have the right tools at their disposal to deliver tangible results, based on determinate criteria within agreed-upon timeframes. And our clients are already giving us some great feedback, as they see this innovative approach in action,” she maintains.

Janine Brincat, Marketing Manager

“Ultimately, we do not look at volume, rather we are interested in creating meaningful working relationships with our clients, as we help them achieve their goals faster, better, and more efficiently.”

The streamlined process does not deduct any of the personal attention and the dedication to detail ICON is renowned for.

“The process remains largely unchanged for the client. When a customer approaches us with a pain point, we sit with them to really understand what the matter is. Often customers will know the symptoms of the issue but will need assistance in identifying the right solutions that will give them the best results. The process of discovery is crucial. Then we proceed to proposing determinate solutions, often starting by addressing small elements within the larger context of things, leveraging quick wins,” Christine explains.

Sometimes it boils down to having the appropriate planning tools, backed up by the best automation software available on the market. Monday.com, for example, is one option from ICON’s vast portfolio of products, and helps businesses plan their workload, assigning tasks, identify risks, predict issues, and having a general superior visual of their operation through an unprecedented access to data at their fingertips. The product, as per ICON’s usual promise, can be customised and tweaked to the customer’s needs.

Once the business process improvement audit is done, and a meaningful discovery workshop takes place, ICON proceeds to making a high-level proposal, quantifying costs and expected ROI. “At this point we will be confident to promise our customers an improvement on their performance or increasing a cost-saving margin by a certain percentage, as we will be more than confident that our intervention will give the desired results,” Janine adds.

ICON’s unique approach is adaptable and has proven to work in a host of sectors. In Insurance, ICON have helped companies enhance their operational efficiency in their operational cycle by streamlining workflows from underwriting to claims adjudication.

In retail, they have helped companies integrate data from their POS systems, accounting, marketing, and other key systems, leveraging analytics to reveal insights into market trends. In Fintech, ICON can help by streamlining compliance workflows to ensure regulatory reporting accuracy and efficiency, while in real estate, they have helped companies integrate a robust CRM that enables accurate forecasting and a comprehensive view of agents' upcoming activities.

All the process is mapped, as clearly as an operating system itself, so customers know what to expect, when to expect it and how much it will cost them.

“Ultimately, we want to reassure customers that they are not in for a never-ending ride. We remain committed to helping customers maximise their return on investment” Christine adds.

“By identifying opportunities for growth, through our expert insight we can ensure that our clients’ businesses remain agile and on the trajectory for success,” Janine concludes.