Swapfiets
Roetersstraat 17,
Amsterdam, 1018 WB,
Netherlands
Amsterdam, 1018 WB,
Netherlands
31 88 991 1600
Professional Services
Swapfiets Technographics
Swapfiets Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Swapfiets and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 1000 Swapfiets employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Swapfiets has purchased the following applications: Leapsome Employee Engagement for Employee Engagement in 2022, Zendesk Chat for Chatbots and Conversational AI in 2019, Aircall Analytics for Analytics and BI in 2023 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Swapfiets is running and its propensity to invest more and deepen its relationship with Leapsome , Zendesk , Aircall 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 Swapfiets revenues, which have grown to $300.0 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 Swapfiets 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.
Swapfiets Tech Stack and Enterprise Applications
HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Leapsome | Legacy | Leapsome Employee Engagement | Employee Engagement | HCM | n/a | 2022 | 2022 |
In 2022, Swapfiets implemented Leapsome Employee Engagement to streamline reviews, engagement surveys, and OKRs across its 1,300+ employees and multiple operating countries. The HR-focused rollout was led from the Netherlands and targeted core people operations to establish a consistent culture of continuous feedback across sites and functions.
The deployment uses Leapsome Reviews, Surveys and Goals modules to centralize performance review cycles, pulse and engagement survey administration, and OKR goal-setting and tracking. Leapsome Employee Engagement was configured to simplify administration, standardize templates and cadences, and enable manager-employee feedback workflows consistent with Employee Engagement platform practices.
Governance was structured around HR-led administration and standardized review and survey cycles across operating countries, with training and change management to increase platform adoption. The implementation explicitly aimed to simplify administration, increase adoption, and improve the quality and frequency of feedback, aligning HR, people managers, and employees on continuous performance and engagement practices.
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Workforce Management | HCM |
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2021 | 2021 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Zendesk | Legacy | Zendesk Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2019 | 2019 |
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Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Aircall | Legacy | Aircall Analytics | Analytics and BI | Analytics and BI | n/a | 2023 | 2023 |
In 2023, Swapfiets implemented Aircall Analytics to centralize call-level reporting and operational dashboards for its customer-facing teams. Aircall Analytics serves as the Analytics and BI layer for Swapfiets support, tying call activity into a single source of truth for an operation that spans eight European countries and a support team of more than 100 agents handling 7,000 to 10,000 calls per week.
The implementation leveraged Aircall’s Analytics+ feature set, including configurable dashboards, an Activity Feed, tagging, and Insight Cards to surface caller context to agents in real time. Swapfiets configured custom IVR flows with in-house voice recordings and established tagging taxonomies to categorize call reasons, which supports both agent workflows and product feedback loops. The project emphasized agent autonomy, enabling nontechnical staff to edit call flows, add numbers, and update hours directly in the Aircall console, while an Aircall implementation specialist provided initial onboarding support.
Aircall Analytics was integrated with HubSpot to log calls against contacts and tickets, creating a unified record between telephony and CRM records. This integration enables support and sales leaders to correlate call interactions with tickets and contact histories, and it allows notes and tagging data to flow into marketing and service workflows. Operational coverage explicitly includes multilingual support across six languages and routing rules that reflect Swapfiets’ geographically distributed service footprint.
Governance changes focused on using Aircall Analytics as the operational control plane for workforce and shift planning, notably identifying an answered call shortfall during lunch hours and adjusting shift patterns accordingly. Swapfiets used analytics-driven tagging to inform product development priorities, and the team institutionalized recording notes and call annotations as part of case handoffs to improve continuity. The rollout included local configuration of IVR recordings and a cultural engagement exercise to drive adoption and staff buy-in.
Reported outcomes in the implementation narrative include improved visibility into unanswered calls and call trends, more informed staffing and scheduling decisions, enhanced personalization at the point of contact through Insight Cards, and the use of tagging data to influence product changes. Swapfiets is exploring additional Aircall features such as AI-powered transcription to expand transparency and downstream analytics of voice interactions.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Collaboration | Collaboration |
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2016 | 2016 |
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Collaboration | Collaboration |
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2018 | 2018 |
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Collaboration | Collaboration |
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2021 | 2022 |
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PBX, VoiP and Phone Systems | Collaboration |
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2023 | 2023 |
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Web Content Management | Content Management |
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2017 | 2017 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center, Customer Support | CRM |
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2019 | 2019 |
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Customer Experience | CRM |
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2017 | 2017 |
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Customer Experience | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2019 | 2019 |
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Marketing Analytics | CRM |
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2017 | 2017 |
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Marketing Analytics | CRM |
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2016 | 2016 |
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Marketing Analytics | CRM |
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2016 | 2016 |
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Marketing Analytics | CRM |
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2016 | 2016 |
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Marketing Automation | CRM |
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2019 | 2019 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Tag Management | CRM |
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2015 | 2015 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Performance Management | ITSM |
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2021 | 2021 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Transactional Email | PaaS |
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2020 | 2020 |
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Transactional Email | PaaS |
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2020 | 2020 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2021 | 2021 |
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Application Hosting and Computing Services | IaaS |
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2016 | 2016 |
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Application Hosting and Computing Services | IaaS |
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2016 | 2016 |
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Application Hosting and Computing Services | IaaS |
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2021 | 2021 |
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Content Delivery Network | IaaS |
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2017 | 2017 |
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Content Delivery Network | IaaS |
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2022 | 2022 |
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Content Delivery Network | IaaS |
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2017 | 2017 |
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Content Delivery Network | IaaS |
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2022 | 2022 |
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Single Sign-On (SSO) | IaaS |
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2021 | 2022 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Identity and Access Management (IAM) | CyberSecurity |
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2021 | 2021 |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2020 | 2020 |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2020 | 2020 |
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IT Decision Makers and Key Stakeholders at Swapfiets
| First Name | Last Name | Title | Function | Department | Phone | |
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| No data found | ||||||
Apps Being Evaluated by Swapfiets Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Swapfiets IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Swapfiets digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD Swapfiets Technographics
Swapfiets is a Professional Services organization based in Netherlands,
with around 1000 employees and annual revenues of $300.0 million.
Swapfiets operates a diverse technology stack with applications such as
Leapsome Employee Engagement, Zendesk Chat and Aircall Analytics,
covering areas like Employee Engagement, Chatbots and Conversational AI and Analytics and BI.
Swapfiets has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Leapsome, Zendesk and Aircall.
Swapfiets recently adopted applications including
Aircall Analytics in 2023, Aircall VoiP in 2023 and Leapsome Employee Engagement in 2022,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Swapfiets’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Swapfiets’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Swapfiets technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.