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Intercom Case Study

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® INTERCOM SUCCESS STORY High-growth Intercom relies on LeanData lead routing to supercharge business agility and sales effectiveness. THE CHALLENGE Tagged by Forbes as "a business chat unicorn," Intercom is the world's first customer platform helping internet businesses accelerate growth. Today more than 30,000 companies, including New Relic, Sotheby's and Shopify connect with a billion unique people worldwide.. "Ours is a highly transactional business, and we are always trying new and different things to ensure a smooth and rapid sales cycle," said Jeff Serlin, Head of Global Sales Operations at Intercom. "Many of these things are quite complex and hinge on flexible and robust sales lead routing." Intercom's first foray into automated lead routing was the result of a classic "build or buy" decision. "Build" briefly won the day with Intercom initially deploying a custom- built, consultant-maintained, software solution. "The build decision was made prior to me joining the company and was probably appropriate at that time, but by the time I joined, the custom solution had outlived its usefulness and was causing more problems than it was solving," explained Serlin. Specifically, with outside consultants at the wheel, changes to the system would take a couple of weeks and a couple of thousand dollars to implement. "We lacked agility, our momentum was eroding, and Switching to LeanData f rom our legacy custom solution has given us much more control over how we manage our sales leads, resulting in increased agility, lower costs and the ability to pinpoint what's going on with our lead management processes. Intercom's experience underscores that when it comes to 'build versus buy,' why would you not want to buy a packaged solution built around the problem you are trying to solve?" – Jeff Serlin, Head of Global Sales Operations

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