Case Study: Stuart achieves scalable, proactive customer support and saves 88 hours/week with Intercom

Stuart using Intercom to engage and proactively support their clients at just the right time

Stuart, a GeoPost-owned last‑mile delivery platform founded in 2015, operates in 100+ cities across Europe with over 3,500 clients and 30,000 partner‑couriers. As it scaled, the team outgrew email and SMS for time‑sensitive, personal support and onboarding—especially during spikes like the 400% grocery volume surge—so they needed a faster, more efficient channel to reduce costs and handle tens of thousands of interactions weekly.

Stuart moved from Zendesk to Intercom and deployed Inbox, Outbound Messages, Custom Bots, Product Tours and API integrations with Slack, Segment and their CRM to automate triage, onboard users and enable real‑time client–driver communication. The change delivered measurable gains: ~40k weekly conversations, 17k users onboarded via Product Tours, 60%+ campaign engagement, automation resolving 70% of test queries, agents handling up to 90 chats/hour and reclaiming 88+ hours per week, while cutting SMS costs and maintaining personal, proactive support at scale.

Stuart

Andrew Baylis

Head of Live Ops and Support