About Intercom
Intercom is a customer service platform built for an AI-first world. More than 25,000 global organizations use Intercom to send over 600 million messages to their customers per month.
Executive summary
In 2022, Intercom was looking for new ways to empower employees to automate their processes. Their IT team found a solution in Workato, and quickly started building workflows using their recipes. But after a year, they found that the pricing structure restricted the team’s ability to build, and the platform’s lack of robust change control capabilities was a growing concern.
Enter Tines, and the opportunity to solve their problem while refining and consolidating their workflows.
The challenge
Emanuele Sparvoli, Intercom’s Director of IT, entered his search for a new platform with a long wish list in hand. His team needed a way to automate workflows freely and securely. He also needed a pricing model that would encourage automation among Intercom’s teams, not restrict it.
And there was another hurdle. Intercom had dozens of high-value workflows that they needed to migrate to their new automation platform. These workflows included business processes like managing forwarding rules in Gmail, syncing users from Workday to Okta, and automating hardware issue reporting and response. So, the migration process needed to be seamless.
Tines was able to satisfy all of the items on Intercom’s wish list, which included:
Role-based access control via Okta SSO
Custom editor role without the ability to create or modify credentials
Governance via mandatory change control on all stories
All Workato recipes migrated to the new platform
An interface that IT infrastructure, cloud security, IT support, and customer solutions teams can easily use
Why Tines?
Emanuele