CASE STUDY: INTERCOM + FIN
01 / THE CHALLENGE
Robinsun is a fast-growing European clean energy company based in Madrid, Spain, dedicated to making solar energy accessible and affordable for everyone. The company offers innovative plug-and-play solar kits, battery storage solutions, and related products that help households reduce electricity costs and become more energy-independent.
Email and WhatsApp were managed in separate tools, with no website live chat.
Product selection, order inquiries, and technical questions required human assistance.
Robinsun needed a scalable way to support customers before and after purchase.
THE OBJECTIVE
02 / THE SOLUTION
CloudStride implemented Intercom as Robinsun’s central customer communication platform, bringing email, WhatsApp, Website Messenger, and marketplace inquiries into a unified support environment.
With Fin for Ecommerce and Fin for Service, Robinsun can now provide AI-powered assistance throughout the customer journey — from choosing solar equipment to receiving post-purchase support.
PRODUCT DISCOVERY
Integrated with Robinsun’s Shopify catalogue, Fin helps customers explore available solar equipment, recommends actual products, answers product-related questions, and guides shoppers towards solutions that best match their needs.
This enables Robinsun to provide personalised shopping assistance without relying entirely on human agents for product selection and purchase inquiries.
POST-PURCHASE SUPPORT
Fin also supports customers after purchase, handling common inquiries about order status, deliveries, returns, installation, and technical troubleshooting.
Through Shopify integration, Fin can access personalised order information and guide customers through order management processes, including modifications and cancellations. When human assistance is needed, conversations are routed to the appropriate support agents.
03 / THE IMPLEMENTATION FOUNDATION
Customer journeys, knowledge & AI configuration
Cloudstride analysed Robinsun’s customer journeys and developed a support taxonomy covering pre-sales, sales, and post-sales interactions. The team also optimised the knowledge base and configured Fin Guidance and Procedures around Robinsun’s products and business processes.
Omnichannel & marketplace operations
Customer communications are now centralised in Intercom, including marketplace inquiries integrated through Mirakl and Juble. Requests from marketplaces such as Amazon and Leroy Merlin are managed with dedicated classification, routing, and handling workflows alongside other support channels.
04 / THE RESULTS
Robinsun has moved from disconnected communication tools and largely manual processes to a unified, AI-powered support operation.
Fin now assists customers with product selection and common post-sales inquiries, while Shopify and marketplace integrations bring relevant information and conversations into one environment.
Together, these improvements reduce manual workload, enable more consistent customer support, and provide a foundation for continued optimisation.
We are very satisfied with the results of this project. The implementation has transformed the way we approach customer support — from managing separate communication channels and manually handling inquiries to having a unified platform powered by Fin AI. What we particularly value is the detailed work on our customer journeys, knowledge base, Shopify and marketplace integrations, and AI workflows has helped us build a solution tailored to our products and business processes.
Fin now supports our customers throughout their journey — from helping them choose the right solar equipment and recommending products directly from our Shopify catalogue to assisting with orders, deliveries, and technical questions after purchase. Cloudstride helped us build a strong foundation powered by Intercom and Fin to deliver faster, more consistent, and scalable customer support as Robinsun continues to grow.
Cloudstride helps businesses implement AI-powered customer support, from Shopify integration and Fin configuration to omnichannel workflows and automation.
Tell us about your project using the form, or email us directly at intercom@cloudstride.io.