Case Study: Intuit achieves faster global collaboration and streamlined customer support with Slack

Connecting teams to support 50 million customers around the world

Intuit, the financial‑software company serving over 50 million customers with products like TurboTax and QuickBooks, faced slowing collaboration as teams relied on dozens of siloed tools. Customer support and cross‑product projects struggled to connect across regions and platforms, creating an urgent need for a simple, mobile‑friendly messaging solution that could work everywhere engineering teams were already using.

Intuit rolled out Slack company‑wide, using channels to unite divisions and external partners, automated seasonal onboarding with controlled user groups, and a custom “Learning Bot” for contextual training. Adoption went viral, Slack became mission‑critical for incident response, and the tool scored an internal NPS of 50 — delivering faster problem solving, higher productivity, and seamless global collaboration.

Intuit

Pam Whitmore

Group Manager, IT