Fighting with Five Swords

HERE’S AN INTERESTING company called Intercom that I hadn’t heard of, until recently.

- PRAKASH IYER

They are a software-as-a-service business and provide customer service solutions to over 25,000 organisations around the world. And what got me interested in the company was their product engineering philosophy. They have a rule that’s helped them build solutions that are faster, better, and cheaper. And best of all, their philosophy can be summed up in three words: “Run Less Software”. Intercom’s former head of Ops – Rich Archbold – explains the philosophy using the analogy of a soldier and his swords.