Case Study: Intercom improves customer experience with Stripe Billing

How Intercom launched flexible subscription pricing and improved customer experience by migrating its billing platform to Stripe

Intercom, the AI customer service leader, needed to modernize a fragile legacy billing setup that was causing billing errors, poor visibility, and a frustrating customer experience as it rolled out new AI-powered products and flexible subscription pricing. To support this shift, Intercom turned to Stripe and Stripe Billing to replace its complex mix of homegrown systems and third-party tools with a more scalable billing foundation.

Stripe led a six-week feasibility assessment and then implemented a staged migration, simplifying architecture, streamlining integrations, and enabling real-time billing changes, line-item discounts, and ACH payments. By November 2023, Intercom had gone live on Stripe Billing, and by July 2024 it had migrated 20% of subscription customers and 12% of revenue to the new platform, while reducing engineering burden and improving billing operations and customer experience.

Intercom

David Lynch

Vice President of Engineering