Case Study: Intercom boosts IT efficiency with Tines

Intercom’s IT team boosts efficiency by overhauling their workflows with Tines

Intercom, the customer service platform built for an AI-first world, wanted a better way to let employees automate workflows without adding friction, security risk, or restrictive pricing. After using Workato for a year, its IT team needed a platform with stronger governance, role-based access, and the ability to migrate dozens of high-value workflows seamlessly across IT infrastructure, IT support, cloud security, and customer solutions.

Tines provided the automation platform Intercom needed, helping the team migrate its full Workato library and consolidate complex processes into simpler stories. The results were significant: 15 workflows were converted into a single Tines story, build time dropped from 2 months to 2 hours, and Intercom gained a more secure, scalable automation model with tenant-wide change control and easier self-service for teams across the company.

Intercom

Lucas Cantor

Staff Engineer, Information Systems