Swapfiets
Molukkenstraat 200,
Amsterdam, 1098 TW,
Netherlands
Amsterdam, 1098 TW,
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 800 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 Talk for Call Center, Customer Support in 2019, Zendesk Chat for Chatbots and Conversational AI in 2019 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 , Contentsquare 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 $105.0 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
Swapfiets 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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Swapfiets CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Zendesk | Legacy | Zendesk Talk | Call Center, Customer Support | CRM | n/a | 2019 | 2019 |
In 2019, Swapfiets implemented Zendesk Talk as a core component of its Call Center,Customer Support environment to centralize and scale customer interactions across its subscription bicycle service. Swapfiets implemented Zendesk Talk to support a growing operation that had to unify regional contact points and deliver consistent service across the Netherlands, Germany, Belgium and Denmark.
The Zendesk Talk deployment was positioned to unify voice with ticketing and multichannel contact records, enabling agents to see conversation history across phone, email, Facebook, Twitter and WhatsApp. Zendesk Talk was used to instrument call handling, queuing and integrated ticket creation so that voice interactions were captured alongside other channels for operational insight and reporting.
Integration work emphasized WhatsApp connectivity, Swapfiets served as an early Dutch test customer for the Zendesk WhatsApp integration and now routes WhatsApp traffic into the Zendesk platform, with about 30 percent of customer contact occurring via WhatsApp. The implementation consolidated previously decentralized regional inboxes and phone numbers into a centralized service model operating from four major city hubs, and it supports a customer service team of more than 99 agents within the broader company headcount.
Operational governance shifted toward centralized workflow, knowledge base development and self service initiatives, with Zendesk Talk providing the conversation history and analytics that informed content for regional knowledge bases. Swapfiets explicitly prioritized building self service content, exploring chatbots and developing a customer app with plans to integrate the maintenance database, while Zendesk Talk remains the voice layer within the Call Center,Customer Support stack that underpins those channel and knowledge management efforts.
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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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2020 | 2020 |
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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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Swapfiets AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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| Zendesk | Legacy | Zendesk Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2019 | 2019 |
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Swapfiets Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Analytics and BI | Analytics and BI |
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2023 | 2023 |
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Swapfiets 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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Swapfiets 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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Swapfiets 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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Swapfiets 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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Swapfiets 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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Swapfiets 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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Head of Customer Service | Director | Customer Support | |
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Customer Service Application & Improvement Specialist | Non Manager | Customer Support | |
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Product Manager Customer Data | Manager | Customer Support | |
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Customer Service Operations Manager | Manager | Customer Support | |
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Head Of Customer Experience | Director | Customer Service | |
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Chief Commercial and Marketing Officer (CCO/ CMO) | CXO | Marketing | |
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Senior Global Customer Service Lead | Manager | Customer Service | |
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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 800 employees and annual revenues of $105.0 million.
Swapfiets operates a diverse technology stack with applications such as
Leapsome Employee Engagement, Zendesk Talk and Zendesk Chat,
covering areas like Employee Engagement, Call Center, Customer Support and Chatbots and Conversational AI.
Swapfiets has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Leapsome and Zendesk.
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.