How Intercom PMMs save one day a month working in Coda.

Mark Iafrate, PMM & Partnerships at Intercom, shares his experience with Coda.

Mark Iafrate

PMM & Partnerships at Intercom

How Intercom PMMs save one day a month working in Coda.

By Mark Iafrate

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Case studies > Intercom
About Intercom
  • Software company
  • Customer service and communications solutions
  • Over 600 million monthly active end users
  • Based in San Francisco
How Intercom uses Coda
  • Marketing systems
  • Launch planning
  • Sales enablement
  • Organizing materials
  • Project roadmaps
  • Team management
Coda makes it easy for people to get the information they need, which not only saves time, but also empowers them to do the job.
Mark Iafrate
PMM & Partnerships at Intercom

The results

The problem

Intercom needed an easy way to organize workflow, information, and resources for product launches. The success of Intercom's PMM team depends on coordinating cross-functional teams. Having workflows spread across siloed databases cost the team time and resources, and key information often got lost in translation. They needed a solution that was flexible, customizable, and allowed them to build around or integrate existing workflows. They considered Asana but noticed it began to get cumbersome when they sought to expand its use cases.
We needed to give people on various teams the information to understand our goals, complete their tasks, and keep the momentum going.
Mark Iafrate
PMM & Partnerships at Intercom

The solution

Mark's team started using Coda to organize and execute product launches, but—after seeing how powerful and versatile it is—then adopted it for managing even more.

In about a day, Mark created a Coda doc that keeps their partnerships team and several internal marketing teams up-to-date on all of our partner co-marketing activities, which has been their living source of truth ever since. The co-marketing hub also syncs with databases living in other docs every few hours, so they don’t have to manually update different pieces of information. This gives the PMM team the confidence to direct anyone from any team to that Coda doc for any information, assets, or references needed for a campaign.

Intercom used Coda to create a single source of truth that never gets stale.

I couldn’t do what I do in Coda with any other tool—it does so many different things! Now, I’m even paying for a personal account so I can bring all of these efficiencies to the rest of my life.
Mark Iafrate
PMM & Partnerships at Intercom

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