The Challenge
IntraEdge's new Higher Education practice needed PSA infrastructure. The team had deep Salesforce expertise but recognized that configuring Certinia PSA correctly requires professional services operations knowledge, not just Salesforce administration. Without a working reference architecture, even strong technical teams find themselves guessing at configuration, and those guesses are hard to validate until the system is live.
Icon's Approach
Icon delivered an Icon1 Live+ implementation in two weeks in late August 2025. Icon1 is a pre-configured Certinia PSA with time tracking policies, billing workflows, and project templates already set up based on best practices from hundreds of PSA implementations. IntraEdge went live September 5, 2025 and extended the system independently using their existing Salesforce skills, taking full ownership of enhancements and configuration without needing to call Icon.
The Results
33 resources onboarded. No support hours used in the first 3 months after go-live. Five months in, only 5 support hours total used, approximately one hour per month. The IntraEdge team learned the solution by getting hands on quickly, discovered what they actually needed through actual usage, and built a PSA infrastructure positioned to scale.
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