The Challenge
The customer's Certinia PSA platform had worked when the business was smaller, but as the organization scaled, the platform did not. Billing automation gaps forced Finance to hand-create 60+ individual adjustments every billing cycle. Milestone hours did not reconcile with underlying task time records, impacting revenue recognition. Flow architecture had drifted into monolithic automations with insufficient error handling and silent failures. Operations and finance leadership lacked reporting to forecast utilization or verify billing accuracy in real time.
Icon's Approach
Icon engaged under a structured managed services model. Each enhancement was scoped, built and tested in sandbox, deployed under a documented QA process, and accompanied by enablement so the customer's team could maintain it. Key workstreams included: flow architecture standardization using the Multiple-Flows-Per-Object-Per-Type pattern; six billing scenarios automated end-to-end; milestone/task hour rollups rearchitected using system-access subflows to restore reconciliation; and utilization and forecasting dashboards.
The Results
Eliminated 60+ manual billing adjustments per cycle. Financial accuracy restored through rearchitected rollups and embedded variance reporting. Timecard friction removed at month-end boundaries. Platform reliability strengthened through standardized error handling that surfaces failures immediately. The customer's Certinia platform was selected as the system of record for a multi-company cybersecurity consolidation.
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