Case Study: Intercom slashes access times and reduces IT toil with Lumos

Intercom slashes access time from days to minutes with Lumos

Intercom, a customer communications platform, faced a challenge where its 1,200+ employees experienced clunky approval processes and lengthy delays for access to tools, sometimes taking days. This manual provisioning created significant toil for their IT Operations team. They turned to the vendor Lumos and its AppStore solution to improve security without sacrificing the user experience.

Lumos implemented a self-service AppStore that allowed employees to request access directly from Slack, governed by flexible security policies. This solution slashed access times from days to minutes and eliminated IT toil, allowing the team to focus on strategic work. Lumos provided a flexible and secure product that enabled Intercom to build IT as a service organization.

Intercom