Brian ScanlanSenior Principal Systems EngineerIntercom
R&D organization. 16 months. Monolithic Rails applications.
DX on YouTube, published Watch the talk (opens DX on YouTube in a new tab)
Observation
Intercom, now Fin, tripled engineering throughput after treating Claude Code as a platform.
- What happened
- Intercom set a goal of doubling merged pull requests per R&D head, standardized on Claude Code, and built shared skills, plugins, and telemetry around it. Throughput doubled in nine months and tripled in sixteen. At the time of the talk, 95.9% of pull requests were authored by Claude, and about 17% were approved by Claude with no human reviewer.
- Takeaway
- Scanlan credits the gain to skills and context the whole organization maintains, and to a stated expectation that every engineer uses agents.
- Conference talk
- Organization metrics reported
Deployment details
R&D organization. 16 months. Monolithic Rails applications.
- Conference talk
- Organization metrics reported
- Team
- Intercom R&D
- Duration
- 16 months
- Workload
- Monolithic Rails applications with React front ends
- Product version
- Claude Code with internal plugins and skills
- Measurement
- Merged pull requests per R&D head, share of agent-approved pull requests, defect backlog

