Case Study: Codeship achieves rapid, customer‑centric growth with Intercom

How Codeship Uses Intercom to Scale Customer‑Centric Development

Codeship is a hosted continuous integration and deployment SaaS for web applications that grew from 2,500 to 10,000 active users in 2014 while operating with about 15 employees. As the startup scaled after moving to Cambridge and raising Series A funding, its key challenge was staying customer‑centric and keeping communications streamlined to support lean product development.

Codeship deployed Intercom for support and lifecycle marketing, creating 40+ custom user segments and automated, behavior‑driven messages (for example, targeted outreach after failed builds and churn feedback requests). Incoming messages are funneled into a single inbox for fast triage and assignment, letting engineers — including the CEO — stay close to customers. The approach produced strong engagement (automessage open rates well over 70%), useful feedback (examples range from 5% for some canceled‑team surveys to ~30% on other requests), and a lean, empathetic support workflow.

Codeship

Moritz Plassnig

Co-Founder and Chief Executive Officer