Developer Tools
Rework
Rework's Support Team Reclaims 20 Hours a Week With Workflow Automation.
The problem
Rework already had a live product and a metric that had stopped moving. The brief was specific: Rework's Support Team Reclaims 20 Hours a Week With Workflow Automation. We started from that constraint, not a deck of adjacent ideas.
What we built
A senior squad sat on Rework only — shared Slack, staging from week one, Friday demos. In the developer tools work we put the platform in front of the people who suffer it. CI, cost, and observability work only counts if a team will use it on a Tuesday.
The result
The engagement landed at 20 hrs saved weekly and 3.2× ticket velocity. Same people through launch. Most of these relationships continue as a dedicated team rather than a clean break.
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