Case Study: Intercom achieves scalable sales & support enablement and faster onboarding with WorkRamp

Intercom’s 5 Tips for Sales and Support Enablement

Intercom, led in enablement by Tom Foley, supports 150+ global customer-facing reps across Sales and Customer Support. As a rapidly scaling company, Intercom faced shifting needs: reps were becoming overly feature-focused, support teams needed fast, detailed updates without being overwhelmed, and new hires required deep product knowledge quickly to add value. The challenge was to align learning to long-term strategy while tailoring cadence and content for distinct roles.

Intercom implemented a use case–based selling approach with a unified narrative and pitch deck, and standardized onboarding through WorkRamp featuring self-serve learning, challenges, assessments, and pair inboxing sessions. They sequenced information by role—slowing release cadence for outbound sales while providing real-time, detailed updates to support—resulting in consistent value-focused messaging, reduced feature-selling, faster ramp times for new hires, and greater preparedness and trust across customer-facing teams.

Intercom

Tom Foley

Manager, Global Sales and Customer Support Enablement