Ably × Fin (formerly Intercom)
Ably x Fin, retiring homegrown realtime infrastructure for AI chat
80% reduction in HTTP GET requests
Designing around gaps to trusting the system
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Why it works
The case study earns its efficiency tag through three concrete metrics and a named engineer explaining the before-state in specific terms. The 'run less software' philosophy gives the decision a quotable rationale that generalises beyond this customer. There is a mild coin-flip between Efficiency and New Capability, but the framing leads with reduction in engineering burden rather than a net-new ability, so Efficiency wins.
Steal this
Frame the build-versus-buy decision as an opportunity cost argument: show what engineering time was being consumed by maintenance and what it could be spent on instead. This reframes infrastructure replacement as a product investment, not a cost-cutting exercise.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Ably's published work; we link to the source and lead with our analysis.