Vault Unlocked

How Tech Breathed New Life Into Small Business

Launched in the early 2010s by a pair of co-founders and a single employee, iCopy is a service-based startup that has grown up into a small business. A B2B organization, the core customer base are attorneys whose caseload requires analysis of medical records. iCopy’s primary focus is retrieving records from healthcare entities via a complex legal process and delivering them to their clients electronically. 

Early on, it became apparent that if iCopy was ever going to scale and be competitive on a national level, technology was going to have to be leveraged. Like many companies at this stage, iCopy was getting by with piecing together a combination of free tools and archaic processes. When the decision was made to invest in building proprietary software, the leadership team had a vision, but lacked experience in product development.

This lack of experience led them to a decision that turned out to be a costly mistake. iCopy hired a developer “friend of a friend” to try to execute on the product. While this individual may have been an expert in a certain tech stack or realm of computer engineering, he certainly was not an expert in product development. Because of this, the progress stalled and the project was ultimately abandoned – leaving the company with technical debt and no way forward.

For several months, the iCopy leadership team sat idle with the abandoned project unsure of where to turn to next. This is where VAULT entered the equation. 

VAULT’s proven process led to two major accomplishments early in the engagement. First, they were able to work together to distill the grand vision down into something both affordable and efficient to execute. By defining and prioritizing the features, a go-to-market version was agreed upon. At that point, the design team was able to put together a clickable prototype that served not only as a foundation for development – but a sales asset for the iCopy team. With the prototype at their disposal, iCopy pre-sold their new and enhanced service model, putting them in a ripe position for product launch. 

Upon launch, the product was extremely well received. Existing customers were pleased with the platform and how streamlined of an experience it was. New customers began piloting the product and offering additional feedback on features they’d like to see in the future. Over the course of the next twelve months, business skyrocketed. The new product allowed the iCopy staff to scale at a level they had never been capable of before. New clients were being onboarded consistently and referrals were coming in regularly. One year after the product had launched, the business had grown 8x.