Openwork Technographics
Openwork Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Openwork and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 886 Openwork employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Openwork has purchased the following applications: FrontApp for Collaboration in 2018, Intercom for Customer Support in 2015, OVHcloud for Application Hosting and Computing Services in 2015 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Openwork is running and its propensity to invest more and deepen its relationship with Front , Intercom , HubSpot or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Openwork revenues, which have grown to $260.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Openwork intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Openwork Tech Stack and Enterprise Applications
Openwork Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Front | Legacy | FrontApp | Collaboration | Collaboration | n/a | 2018 | 2018 |
In 2018, OpenWork implemented FrontApp, a Collaboration application, to address severe email overwhelm within its customer service operations. OpenWork is a France-based professional services firm supporting freelancers, and the deployment targeted a 20-person customer service team that had been handling over 400 emails per day using Google Groups. The FrontApp rollout was completed in two weeks and established a centralized shared inbox and collaboration layer for customer interactions.
FrontApp was configured to provide shared inbox routing, explicit assignment and responsibility tracking, templated responses, and workflow automation aligned with Collaboration platform capabilities. Configuration included inbox rules, assignment workflows, and standardized response templates to reduce unassigned messages and accelerate case ownership. These functional modules supported day-to-day customer service workstreams and allowed the team to treat FrontApp as an operational control point.
The implementation integrated telephony and CRM signal flows, using Aircall for phone handling, the HubSpot API for CRM linkage, and Twilio to automate personalized SMS notifications when voicemails were left. This architecture unified email and voice channels inside FrontApp, converting voicemails into in-channel notifications and enabling rapid, personalized outbound messaging. The integrated stack positioned FrontApp as the primary communication hub for both email and voice customer contacts.
Governance and process changes standardized assignment procedures and service level expectations across the customer service team, enabling clearer ownership and faster handoffs. As an explicit outcome OpenWork documented an average daily time savings of four hours per agent and a reduction in average response time from five days to one day. FrontApp’s standardized workflows also freed capacity for the company to focus on relationship building and to explore additional use cases across the business.
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Openwork CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Intercom | Legacy | Intercom | Customer Support | CRM | n/a | 2015 | 2015 |
In 2015, Openwork deployed Intercom for Customer Support on its public website, embedding the Intercom web widget to handle customer-facing inquiries. The implementation centers on web-based engagement, enabling real-time messaging, conversational support workflows, and self-service touchpoints consistent with Customer Support platform patterns. The deployment is focused on capturing conversations on the website rather than enterprise-wide back-office case management.
Operational coverage is website-centric, supporting customer service and digital experience functions for Openwork's online audience in France. Configuration emphasizes conversation routing, canned responses, and session handoff to human agents, reflecting standard Customer Support capabilities of Intercom. Governance and rollout were aligned with web engagement workflows, prioritizing support channel orchestration and conversation capture on the company website.
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Marketing Automation | CRM |
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2021 | 2021 |
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Openwork IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| OVHcloud | Legacy | OVHcloud | Application Hosting and Computing Services | IaaS | n/a | 2015 | 2015 |
In 2015, Openwork implemented OVHcloud to host its public website. Openwork deployed OVHcloud as its Application Hosting and Computing Services provider to meet web infrastructure and compute needs. The implementation is visible through the company website source and signals a cloud-hosted web footprint.
The deployment centers on web hosting and compute provisioning within the Application Hosting and Computing Services category, leveraging typical capabilities such as virtual server instances, object storage, domain name services, and SSL termination to support content delivery and site availability. Operational scope is focused on the corporate website and related digital channels, affecting marketing and client-facing communications, while platform governance appears aligned with cloud instance provisioning and DNS management workflows.
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IT Decision Makers and Key Stakeholders at Openwork
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
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Apps Being Evaluated by Openwork Executives
| Date | Company | Status | Vendor | Product | Category | Market |
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