We transitioned from a MySQL and MongoDB-based system to an entirely new user storage system built on Amazon Aurora and DynamoDB, enabling Intercom to scale with its growing customer base while maintaining the security and uniqueness constraints required for its users' data. This change was made necessary by the need to manage a large and dynamic dataset of over 6TB, with frequent reads and writes, which previously caused outages and stress on the team. The new system allows for more scalable, secure, and cost-effective storage, with significant benefits including reduced maintenance and stress, while enabling Intercom to continue innovating and evolving its products and features without downtime.