Client Story - FIN

About Fin

Fin, formerly Intercom, is an AI-powered customer service company whose AI agent, Fin, resolves customer queries without handing off to a human agent. The company serves more than 30,000 customers, employs over 1,200 people, and operates across the UK, the US, Australia, Ireland, and Germany, with Germany a current growth focus.

That growth keeps mobility busy. Fin handled around 150 relocation cases last year across new hires and transfers, and passed that number by mid-year with roughly 160, before counting the business visas, last-minute assignments, and immigration queries that push the real total much higher. All of it is run by a one-person Global Mobility team led by Salem Barakat.

Global Mobility Challenge

One of Fin's core values is being customer obsessed Fin’s global Mobility lead wanted the relocation program to hold employees to that same standard: generous, flexible, and seamless for the person moving.

Two things made that hard to deliver. First, scale. A single mobility lead cannot personally initiate every service for every move across five countries without becoming the bottleneck, and with that many cases in motion things get lost quickly. Second, the traditional model works against a good experience: employees handed a fixed bundle of services often do not need all of them and are left with little of value, while offering cash tends to get pocketed rather than spent on the move. On top of both, Fin needed clear visibility into what was being spent, by whom, and on what, to budget by department and keep improving the policy.

Fin partnered with Benivo to run relocation on a Managed Budget solution and full Relocation Services, delivered on one unified platform. Rather than a fixed package, the program is structured around two layers: core elements every eligible move receives, and flexible elements the employee chooses how to use.

Core support is standard on every move: temporary accommodation, flights to the destination, and tax advice. On top of that, each employee receives a managed budget to direct toward the services that matter most for their move, sized by an internal matrix Fin built together with Benivo using three factors, seniority, family size, and origin and destination, producing budgets that range from zero up to around 20,000. Salem calls it jokingly "play money", meant to go toward whatever makes the move easier, within reason.

The structure also flexes to the move. When Fin sent an employee on assignment to Germany, settling-in services that normally sit outside the standard package were made core for that move. Benivo makes that kind of change easy, so the program adapts to business needs rather than forcing every move into one template.

Relocation Services

Benivo delivers Fin's relocation experience backed by a vetted global supplier network of 100+ on the ground suppliers. Each employee's budget and benefits are set up on the platform, with Benivo coordinating the vetted services that fit their move. Because the budget is loaded on the platform, they never pay out of pocket, and Benivo owns the service delivery and resolves day-to-day questions across services like temporary accommodation and household goods shipping quickly, so Salem is looped in only for the rare cases.

Guardrails keep the value in the move. Fin does not allow employees to cash out, because, as Salem notes, offering cash tends to lead people to take the money rather than relocate well. Instead of cashing out, Fin and Benivo keep expanding what the budget covers, adding new services and benefits and expensing items that sit outside the standard set, so employees get flexibility without losing the point of the program. Employees keep genuine choice of supplier, and the team steers them to the vetted network, where quality is assured and there is no out-of-pocket cost.

Mobility Tech

The Benivo platform is what lets a one-person team run this volume. It gives Salem a single view of every case, the budget allocated and used, and the services chosen, while Benivo's Relocation Services and support teams carry the delivery. That is what frees him from initiating and chasing every move, the work sits with Benivo rather than on one person's desk.

Reporting turns activity into insight. Salem gets a line-by-line view of what each employee used, which lets him allocate cost by department and budget the following year with confidence. It also surfaces where budgets are under-used, prompting Fin to add more to the platform, from vouchers to using budget to bring a family member over, and shows exactly where money goes so the team can shape better policy and advise the business with real data.

Key Success Factors

A managed budget structured into core elements every move receives and flexible elements the employee directs
A budget matrix Fin built with Benivo, sized by seniority, family size, and location
No-cash-out guardrails that keep spend on the move, with flexibility delivered through added services and expensing
Full Relocation Services and support delivered by Benivo, freeing a one-person team from day-to-day delivery
Line-by-line reporting that turns spend into departmental budgeting and policy decisions