Automating SaaS Support: A Hypothetical Case Study with Intercom, Stripe, and MCP

Modern SaaS companies face immense pressure to deliver exceptional customer support efficiently. Handling common requests like refunds often involves manual coordination between support platforms (like Intercom) and payment processors (like Stripe), leading to delays and potential errors. What if AI agents could securely automate these cross-platform workflows?

Let's explore a hypothetical case study of 'InnovateFlow,' a growing SaaS business, and how they utilized the Model Context Protocol (MCP) with Intercom and Stripe servers, all managed and secured by LastMCP, to streamline their refund process.

The Challenge: Manual Refund Workflows

InnovateFlow's support team used Intercom for customer communication. When a refund was requested (e.g., for a subscription cancellation or service issue), agents had to manually:

• Find the customer and relevant transaction in Stripe.
• Verify refund eligibility based on company policy.
• Process the refund in the Stripe dashboard.
• Update the Intercom ticket and notify the customer.

This multi-step, cross-platform process was time-consuming, prone to human error, and difficult to scale, especially with a growing remote support team.

The Solution: AI Automation with MCP and LastMCP

InnovateFlow decided to build an AI support agent capable of handling refund requests autonomously. They created two key components:

• Intercom MCP Server: Provided tools for the AI agent to read conversations, add tags/notes, and send messages.
• Stripe MCP Server: Offered tools to retrieve transaction details and initiate refunds via the Stripe API.

These servers were registered and managed within LastMCP.

The Automated Workflow:

1. A customer requests a refund via Intercom.
2. The AI agent, using the Intercom MCP server (accessed via LastMCP), reads the conversation and identifies the refund request using NLP.
3. The agent uses the Stripe MCP server (also via LastMCP) to fetch the relevant transaction details based on customer info from Intercom.
4. The agent checks the transaction against refund policies (potentially using another internal MCP tool for business logic).
5. If eligible, the agent triggers the refund using the Stripe MCP server's `processRefund` tool.
6. Upon successful refund confirmation from Stripe (relayed via MCP), the agent uses the Intercom MCP server's `sendMessage` tool to notify the customer and adds an internal note tagging the conversation as 'Refund Processed'.

LastMCP's Crucial Role

LastMCP was essential for making this automation secure and manageable:

• Centralized Server Management: InnovateFlow managed both the Intercom and Stripe MCP servers from one dashboard.
• Granular Access Control: They configured policies in LastMCP so the AI agent could *only* use the specific tools needed (`readConversation`, `sendMessage`, `getTransaction`, `processRefund`) and couldn't access other potentially sensitive functions on those servers. Refund amounts could even be restricted by policy.
• Secure Credential Handling: The sensitive API keys for Intercom and Stripe were stored securely within LastMCP's configuration for the respective MCP servers, never exposed directly to the AI agent.
• Monitoring & Auditing: LastMCP's analytics provided a unified view of the agent's interactions across both Intercom and Stripe, allowing InnovateFlow to monitor performance, track refund volumes, and detect any anomalies.

Results and Benefits

By implementing this MCP-based automation secured by LastMCP, InnovateFlow achieved:

• Faster refund resolution times (minutes instead of hours).
• Reduced manual workload for the support team, freeing them for complex issues.
• Improved consistency and accuracy in refund processing.
• Enhanced security through centralized policy enforcement and credential management.

Conclusion

This hypothetical case study illustrates the power of combining specialized MCP servers with a robust management and security platform like LastMCP. By enabling secure, automated workflows across different SaaS tools, businesses like InnovateFlow can significantly improve operational efficiency and customer satisfaction. Get started with LastMCP today!