Customer experience has always been core to Road’s brand. “In the beginning, I was picking up the phone myself – even in the evenings,” says Gina. That founder-level dedication to customers became embedded in the culture.

As Road grew from a small startup into a leading force in EV infrastructure, its user base expanded exponentially, reaching over 150,000 customers. With that growth came an increased demand for customer support, with Road’s 20-person team managing 10,000 conversations each month. They needed a way to handle volume efficiently, while keeping their culture and quality intact. “We didn’t want to become corporate. We want to keep the startup spirit alive. Growing too fast can hurt the culture and the customer,” says Gina.

Road had already been using Intercom for customer communication and had already automated parts of its support experience, but maintaining that setup was time-consuming and still left gaps. The team needed something more scalable. “We did a lot with custom workflows and bots, but it took a lot of time to maintain. And at a certain point, we realized: this won’t scale with us,” says Gina.

Caught between rapid growth and a deep desire to maintain both their culture and customer experience, the Road team needed something smarter, more scalable, and built to evolve with them. Fin felt like a natural next step. Because it lived within the Intercom platform, it allowed the team to keep everything in one place, from the help center to analytics,  while also taking a big leap forward in automation.

The team started their Fin rollout by focusing on the knowledge base. It was already in great shape thanks to years of investment in self-serve support, so getting it ready for Fin didn’t require a complete overhaul. The team added subheadings, simplified the language, and made sure the content was structured in a way Fin could easily understand and use. “We already had a strong knowledge base. We just optimized it for Fin, and resolution rates went up quickly, ” shares Sjoerd.

Once live on E-Flux, Fin immediately took over as first-line support in chat – resolving repetitive questions, giving customers fast answers, and freeing up Road’s support team to focus on more complex, high-impact conversations.

As usage grew, the team began exploring Fin Guidance to fine-tune how conversations were handled. One of their first tests was a small but powerful change: if a customer asked to speak over the phone, Fin would recognize the request and instantly route them to a human agent. “With Fin Guidance, when a customer asks for phone support, Fin now knows to hand them off to a human – no more dead ends,” shares Sjoerd. “That small change reduced frustration and helped uplift customer satisfaction.”

Accuracy and trust were critical, so Road’s support team built a tight feedback loop into their daily workflow. Each day, they review Fin-handled conversations flagged by agents or customers to make sure Fin is pulling from the right sources and answering clearly and accurately. When something’s off, they fix it fast, whether that means tweaking a help article, creating a new Snippet, or refining a Guidance rule.

To make this even easier, they’re building a custom Intercom view that lets agents flag inaccurate Fin responses with a single click. “We’re training the team to flag anything that feels off. It’s a team effort, and every improvement we make boosts performance across the board,” adds Sjoerd.

And because everything – chat, knowledge base, reporting, and Fin – lives in Intercom, the team has complete visibility over what’s working and what needs attention. That visibility means faster iteration, better decisions, and smarter scaling. “Keeping it all in one system means we can see what’s happening, spot gaps, and fix them fast. That visibility is everything,” explains Sjoerd.

Since implementing Fin, Road has been able to support over 150,000 customers and handle 10,000 conversations a month – without increasing its 20-person support team or compromising on the quality of service. With Fin taking care of routine queries, the team can focus on the kind of work that drives real value: solving complex issues and building stronger relationships with their customers.

“With Fin, we've scaled with minimal team growth – and without compromising our team culture and the quality our customers expect from Road,” says Gina.

The results are undeniable:

• 150% ROI from Fin: The AI Agent is significantly reducing the cost of handling customer inquiries. “Fin is cheaper for us than having people answer every question manually. We’ve seen a 150% return on investment so it lets us scale support without scaling costs,” says Gina.

• 63% Fin resolution rate: Fin now resolves over half of the conversations it’s involved in, significantly reducing the number of tickets that need human intervention. That shift has freed up the team to focus on more strategic, high-impact interactions with customers.

• Over 20% increase in Fin CSAT since launching Fin: “Customers get fast, accurate answers, and that’s what makes a real difference in their experience,” says Sjoerd.

• Inbox load cut by over 70%: “Fin now handles a huge portion of our conversations, so we start the day with under 200 open queries, compared to 700 before. That takes a lot of pressure off the team,” shares Sjoerd

Beyond the metrics, the real shift has been in the team's day-to-day experience. “Instead of spending their days handling frustrated customers, our team is now focused on solving meaningful problems and genuinely helping people. That changes everything,” says Sjoerd.

Support agents no longer spend their days answering the same repetitive questions. Instead, they’re diving into meaningful conversations, surfacing customer insights, and improving the experience across the board. Fin hasn’t replaced people – it’s enabled them to do their best work. “We want to support our customers quickly,” says Gina, “But we also don’t want to build a huge organization. Fin takes care of the repetitive stuff, so our team can focus on what really matters”.