Mony Group delivers secure, AI-powered customer support at scale.

The challenge

Secure document exchange native to every Intercom channel.

When Mony Group acquired a business already using Intercom, the team quickly realized its value: superior automation, an intuitive customer experience, and seamless extensibility through APIs. Now 98% of customer conversations begin with Fin and 65% are resolved without a human agent, letting the company retire its call center model.

While Intercom streamlined support, secure document exchange loomed. As a provider of regulated products, Mony Group operates under the scrutiny of the Financial Conduct Authority, undergoes rigorous FCA audits every six months, works with the Energy Ombudsman, and must comply with GDPR — all while handling photo IDs, proof of address, and DSARs.

The solution

AI at the front, encryption underneath

SendSafely became the backbone of secure communications within the customer operations team, used across every Intercom channel for the collection and delivery of sensitive documents.

1. Use case 01
   Identity Verification

   Customers upload photo IDs and address proofs through Dropzones embedded in the Intercom flow to confirm identity before accessing services — no back-and-forth email, no unsecured uploads.

2. Use case 02
   GDPR Requests

   The complaints and escalations team relies on SendSafely for secure outbound delivery of DSARs, deletion confirmations, and data access requests, with the evidence trail FCA audits require.

3. Use case 03
   Partner Data Sharing

   With Workspaces, Mony Group securely shares sensitive information with third-party partners such as TransUnion, replacing slower, more cumbersome, less secure SFTP workflows.

4. Use case 04
   Mobile Experience

   With 60% of customers reaching out from smartphones, a secure upload process that works smoothly across devices is essential — the support team gets everything it needs to verify or resolve a request in one pass.