Integrated Control Technology (ICT), a prominent provider of intelligent access control, intrusion detection, and building automation solutions, has announced the promotion of Laura Berga to Vice President of Customer Operations.
This strategic leadership move underscores ICT's dedication to enhancing its operational framework to better serve its partners, customers, and internal teams as it continues to grow. Berga's appointment formalises a role she has effectively shaped over several years, ensuring seamless business interactions as the organisation expands.
Experience and growth
Laura Berga brings over 11 years of expertise with ICT in addition to her experience in the broader security industry, SaaS, and FinTech sectors. Throughout her tenure at ICT, she has held various senior leadership positions, including Customer Service Manager, Administration and Communication Manager, and Chief Customer Officer.
In each capacity, Berga has been pivotal in customer-facing operations, systems implementation, and process development, effectively fortifying the operational framework of the global, partner-focused organisation.
Authority comments
"Laura has an exceptional ability to bring structure, clarity, and momentum to complex operational environments," said Andy Bane, Chief Executive Officer of ICT.
"Her leadership has been instrumental in modernising how we support our partners and teams, and this promotion reflects both her impact, and the critical role Customer Operations plays in our future."
Role and responsibilities
Berga will oversee the systems and digital infrastructure forming ICT’s customer experienceAs the new Vice President of Customer Operations, Berga will oversee the systems, processes, and digital infrastructure that form the foundation of ICT's customer experience.
Her department, the Customer Operations Group, will prioritise automation, analytics, and operational consistency to minimise manual efforts and enhance visibility across regions, facilitating faster, more informed decision-making—key elements of ICT’s customer-centric model and long-term growth strategy.
Delivering improved services
"I’m excited to have the opportunity to take a fresh look at how we operate and challenge the idea of ‘because we’ve always done it that way," said Berga.
"This is a pivotal moment to simplify daily processes for our partners and our teams, streamline our digital landscape, and use data more intentionally to deliver outstanding customer experiences. Strong collaboration between Customer Operations and Customer Success will be key to making this vision a reality."
Berga will closely collaborate with Damon Standish, Vice President of Customer Success, to align operational excellence with customer outcomes, ensuring a seamless and consistent experience throughout the customer journey.
