Fivetran accelerates Intercom’s journey to become a data-driven enterprise

Fivetran is working with Intercom, the complete, AI-first customer service platform, to help it realise its ambition to become a data-driven enterprise. Leveraging Fivetran data pipelines, Intercom can now centralise data from all its third-party sources, instantly placing reliable and secure data into the hands of analysts and other key business decision makers, while freeing up the company’s data engineers so they have more time to focus on business-critical initiatives.

Founded in 2011, Intercom has experienced rapid and impressive growth, and today provides an AI-powered customer service solution to more than 25,000 organisations across the world, sending over 500 million messages and enabling interactions with 200 million people on a monthly average. To continue this trajectory, it is vital that Intercom has a highly scalable, reliable and efficient data infrastructure capable of delivering valuable data insights.

Intercom turned to Fivetran following operational incidents with its previous data transformations partner. Having experienced data loss and data quality issues, it selected Fivetran for its speed, reliability, ease-of-use and security capabilities. Today, Fivetran integrates data from all of Intercom’s third-party data sources, including from Salesforce, Marketo, billing systems and social media platforms. Fivetran has also assisted Intercom as it has modernised other parts of its data stack. This includes providing connectors to facilitate Intercom’s migration from a legacy data warehouse to Snowflake.

“Fivetran just works; our team no longer has to worry about our third-party data integrations,” said Cormac McGuire, Director of Engineering, Intercom. “This means our engineers have more time to dedicate to strategic initiatives. Indeed, while two or three engineers used to spend all week managing integrations from all our vendor services to our previous data warehouse, with Fivetran and our new stack in place, it now takes less than half a week for one person.”

“Intercom is a great example of a high-growth organisation which is putting data at the centre of everything it does,” said Rachel Thornton, Chief Marketing Officer, Fivetran. “By modernising its data stack, Intercom has been able to put valuable insights about the company’s marketing campaigns, financial performance and product development straight into the hands of key decision makers, at speed and with great accuracy. We are delighted to be a core partner to Intercom’s Data Platform team in its journey to improve data driven decision making at all levels of the organisation.”