---
title: "How ProfitBooks used Intercom to increase renewal rates by 40% - The Intercom Blog"
description: "ProfitBooks, an Indian cloud accounting startup, faced a fragmented toolchain as it rapidly grew to over 1,000 customers. They previously used separate solutions for customer support (Zendesk), email marketing (Mailchimp), feature tracking (Asana), and a self-built CRM, resulting in low customer engagement. After adopting Intercom as a unified platform for support, email marketing, and sales, their customer message volume increased 15 times, revealing previously hidden user feedback. Intercom’s automated messaging and user segmentation enabled targeted emails, boosting open rates from 7% to 45% and driving measurable business impact. By sending a payment reminder one day before account expiration, ProfitBooks achieved a 40% increase in renewal rates, and a follow-up promo converted 18% of churned trial users."
---

# How ProfitBooks used Intercom to increase renewal rates by 40% - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 13, 2026

**Type:** Problem & solution

## Summary

ProfitBooks, an Indian cloud accounting startup, faced a fragmented toolchain as it rapidly grew to over 1,000 customers. They previously used separate solutions for customer support (Zendesk), email marketing (Mailchimp), feature tracking (Asana), and a self-built CRM, resulting in low customer engagement. After adopting Intercom as a unified platform for support, email marketing, and sales, their customer message volume increased 15 times, revealing previously hidden user feedback. Intercom’s automated messaging and user segmentation enabled targeted emails, boosting open rates from 7% to 45% and driving measurable business impact. By sending a payment reminder one day before account expiration, ProfitBooks achieved a 40% increase in renewal rates, and a follow-up promo converted 18% of churned trial users.

## Approach / What changed

ProfitBooks replaced four separate tools (Zendesk for support, Mailchimp for email marketing, Asana for feature tracking, and a self-built CRM) with Intercom. They used Intercom’s in-app messaging to enable customers to send support requests with a single click, and employed automated message workflows with user segmentation based on plan and usage to send targeted emails. They also tagged conversations as Feature Request or Defects to prioritize development based on volume of linked conversations.

## Takeaways

- By replacing Zendesk with Intercom’s in-app messaging, customer message volume increased 15 times, uncovering valuable feedback that had been hidden.
- Automated email targeting based on user behavior raised open rates from 7% to 45% and allowed tracking of subsequent logins.
- A payment reminder email sent one day before account expiration led to a 40% increase in customer renewal rates.

## FAQ

### What tools did ProfitBooks use before Intercom?

They used Zendesk for support, Mailchimp for email marketing, Asana for feature request tracking, and built a CRM themselves.

### How did ProfitBooks prioritize features using Intercom?

They tagged messages as Feature Request or Defects and prioritized based on the number of linked conversations.

### How did automated messages impact renewal rates?

A payment reminder sent one day before account expiration increased renewal rates by 40%.

**Tags:** [Customer Support](https://yomu.fyi/topic/customer-support), [Email Marketing](https://yomu.fyi/topic/email-marketing), [Intercom](https://yomu.fyi/topic/intercom), [SaaS](https://yomu.fyi/topic/saas), [Startups](https://yomu.fyi/topic/startups)

- Source: [Intercom](https://www.intercom.com/blog/how-profitbooks-used-intercom-to-increase-renewal-rates-by-40)
- Source URL: https://www.intercom.com/blog/how-profitbooks-used-intercom-to-increase-renewal-rates-by-40
- Ingested by Yomu: 2026-10-13T18:00:19.112Z

[Read original post](https://www.intercom.com/blog/how-profitbooks-used-intercom-to-increase-renewal-rates-by-40)