Integrated Control Technology (ICT®) has announced the promotion of Laura Berga to the position of Vice President of Customer Operations. This appointment aligns with ICT's ongoing focus on enhancing its growth capabilities and delivering an elevated customer experience by fortifying its operational structure across all regions.
Laura Berga's new position formalizes responsibilities she has been shaping for several years, ensuring that ICT remains accessible and efficient as it navigates expansion.
Laura Berga's Expertise and Career Progression
With over 11 years in the security sector, Berga brings a wealth of experience from her tenure at ICT, complemented by her background in SaaS and FinTech industries. Her career trajectory within ICT includes significant roles such as Customer Service Manager, Administration and Communication Manager, and Chief Customer Officer.
Through these roles, she has been instrumental in enhancing customer operations and process development, contributing to the foundation that supports ICT's global and partner-focused operations.
Comments from Management
Andy Bane, Chief Executive Officer of ICT, remarked on Berga's aptitude for organizing complex operations, stating, “Laura has an exceptional ability to bring structure, clarity, and momentum to complex operational environments.”
He recognized her leadership in modernizing support systems for partners and teams, noting the significance of Customer Operations for the company's future strategies.
Responsibilities and Future Initiatives
Berga will oversee the systems and processes that shape ICT’s customer experienceIn her capacity as Vice President of Customer Operations, Berga will oversee the systems and processes that shape ICT’s customer experience.
The focus will be on automation and analytics to reduce manual tasks and enhance operational uniformity, facilitating improved decision-making and visibility across regions. These efforts support ICT’s customer-centric model and its scalability ambitions.
Vision for Improved Service Delivery
Laura Berga expressed enthusiasm for her new role, stating, “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."
Her aim is to refine processes and better utilize data to enhance customer experiences. A key aspect of this initiative is her collaboration with Damon Standish, Vice President of Customer Success, to align operational excellence with customer outcomes, ensuring a seamless customer journey at all stages.
Integrated Control Technology (ICT®), a foremost provider of intelligent access control, intrusion detection, and building automation, is pleased to announce the promotion of Laura Berga to Vice President of Customer Operations.
As ICT continues to invest in scalable growth and an exceptional customer experience, this leadership appointment reflects the company’s commitment to strengthening the operational foundation that supports partners, customers, and internal teams across all regions. Laura’s promotion formalizes a role she has effectively been shaping for years, ensuring ICT remains easy to do business with as the organization grows.
Experience and growth
Laura brings more than 11 years of experience at ICT and the broader security industry, with prior experience spanning SaaS and FinTech. During her tenure at ICT, she has held a range of progressively senior leadership roles, including Customer Service Manager, Administration and Communication Manager, and Chief Customer Officer.
Across each role, Laura has been deeply involved in customer-facing operations, systems implementation, and process development, building the operational backbone required to support a global, partner-centric organization.
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 modernizing 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 resposibilities
In her new role as Vice President of Customer Operations, Laura will lead the systems, processes, and digital infrastructure that underpin ICT’s customer experience.
The Customer Operations Group will focus on automation, analytics, and operational consistency, reducing manual effort, improving visibility across regions, and enabling faster, more confident decision-making. This work is foundational to ICT’s high-touch customer model and long-term scalability.
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.”
Laura will work closely with Damon Standish, Vice President of Customer Success, to ensure alignment between operational excellence and customer outcomes, creating a seamless, consistent experience at every stage of the customer journey.
