Case Study: Intercom cuts software cost capitalization from three weeks to three days with Span

Intercom cuts software cost capitalization from 3 weeks to 3 days with Span

Fin, formerly known as Intercom and an AI customer service company, faced a painfully manual and time-consuming quarterly cost capitalization process. It required collecting and manually mapping data from over 20 engineering managers, a process that took roughly three weeks and was prone to human error, creating financial and operational risks.

The vendor Span automated this workflow by connecting directly to GitHub to capture engineering activity, using AI-assisted mapping to categorize work. This reduced the cost capitalization process from three weeks to just three days, with about 50% of work auto-mapped before any manager involvement. Span also provided a single view of engineering investment, eliminating manual overhead and providing clear, data-driven insights for strategic planning.

Intercom