ICS+ IS A TRAILBLAZER

This custom-solutions provider found its own solution in Salesforce.

 
Number of Employees 9

Salesforce Customer Since

2015

 
 

ICS+stays focused on every customer with help from Salesforce.

Starting a business is hard. Starting one in the heat of the Texas summer, with just two laptops and a cardboard table in the garage, might just be a little crazy, too. But that's how ICS+ got its start.

“That wasn’t fun. But we kept trying to take care of our clients, and we’re still here 15 years later,” said Bernard Morgan, CEO and President of ICS+. Not only does the Austin, Texas-based company now have air conditioning in its offices, but its very first customer is still a client.

ICS+ builds customized automation control systems, specializing in audio and video solutions for commercial properties. “It’s like creating a universal remote for a building,” said Stephanie Morgan, VP and Co-Founder.

With clients that include hospitals, hotels, airports, educational institutions, as well as large residential estates, ICS+ has grown as demand for custom audio and video installations in commercial properties has increased. ICS+ wanted a business technology solution that would provide it with an integrated view of client data across the sales and delivery lifecycle. The company also needed a system flexible enough to change as its business changed over time, with no pricey external consultants required. Salesforce fit the bill.

 

ICS+ is a Trailblazer in custom solutions.

Although ICS+ has fewer than 10 employees, it completes more than 100 client engagements each year. The company creates custom solutions for each customer. Although it had been using both enterprise resource planning (ERP) and customer relationship management (CRM) tools, most of its project management and custom billing was handled manually or in spreadsheets. Employee collaboration and information sharing on projects took place largely through email.

Having information spread across so many platforms made it difficult for the ICS+ team to have a complete view of project status across its client base. Not having a single source of truth for client projects, in turn, became a drain on employee productivity across sales, project management, and accounting. Plus, the cost of subscribing to multiple business technology products was adding up.

 

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Our productivity has skyrocketed with Salesforce since we can communicate with Chatter and collaborate on Quip.”

Bernard Morgan | CEO and President
 
ICS+ left its myriad business technologies behind, moving to a streamlined solution centered around Salesforce and Quip. Straight away, Salesforce gave ICS+ a sole repository for client and project information, easily accessible to anyone on the team who needed it. “Salesforce has a place for us to put all of those details,” Stephanie Morgan said. “Employees can make decisions on their own because of Salesforce.”

The productivity tool tames inboxes.

Before Salesforce, email had become a real problem for ICS+. Between client communications and internal collaboration, employee inboxes were in a constant state of overflow. Enter Quip, Salesforce’s collaborative productivity platform. ICS+ adopted Quip internally and provided clients with access to relevant documents on the platform. Quip’s built-in, real-time communications features helped reduce company email traffic by an average of 20%, while capturing precise details within one system of record.

“Understanding what the client likes and dislikes helps us know what to do next time there’s an opportunity with that client,” Bernard Morgan said. “Salesforce helps us put all of that information together so we can act on it.”

Salesforce and Quip add up to real results.

The move to Salesforce has paid off for ICS+ in several measurable ways. First, working capital is flowing. Thanks to more timely and accurate project management data within Salesforce, ICS+ can invoice and collect from customers faster, shortening its accounts receivables cycle by 15 days. Second, sales efficiency has increased by about 25% since adopting Salesforce. “We can achieve the same results with less effort, fewer things slipping through the cracks, more timeliness, and overall better service and connection with our clients,” Bernard Morgan said. Tracking opportunities within Salesforce lets ICS+ be more selective about opportunities it wants to pursue and close more deals.

Third, better collaboration makes it easier to get things done. “Our productivity has skyrocketed with Salesforce since we can communicate with Chatter and collaborate on Quip,” Bernard Morgan said. He cited his team’s ability to work faster as the primary reason for the whopping 942% return on investment that ICS+ has seen on Salesforce to date.

Faster access to working capital, increased sales, and a near-tenfold ROI? Sounds like a big win for this forward-thinking small business.

 

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