Case Study: Intercom achieves a seamless new hire onboarding experience with WorkRamp

Designing a Pre-Onboarding Portal to Drive New Hire Success

Intercom wanted to improve its pre-onboarding process for new hires, which had relied on text-heavy emails, PDFs, and manual attachments that created extra work and room for error. Using WorkRamp’s Customer Learning Cloud, Intercom built a New Hire Onboarding Portal to make the experience more seamless, personalized, and easier for the People team to manage.

WorkRamp helped Intercom launch a portal with segmented content by location and persona, including first-day prep, office info, benefits, and onboarding schedules. Since launching in August 2023, Intercom has onboarded 174 new hires through the portal, reduced pre-onboarding questions, lowered manual effort and human error, improved visibility for managers and recruits, and earned a 98% positive rating for clear pre-first-day information.

Intercom

Rebeca Marx

People Programs Manager