HELPLINE
HELPLINE is a French IT services firm providing outsourced Service Desk, onsite support, business support, and IT asset lifecycle management to 200+ enterprises, including over 50% of CAC40 companies, across 23 countries with 24/7 multilingual operations.
- Company typePrivate
- Founded1996
- HeadquartersNanterre, France
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What HELPLINE does
HELPLINE is a French IT services company specializing in outsourced user support and Business Desk services for enterprises undergoing digital transformation. Founded in the mid-1990s (firmographic records cite 1994, internal sources cite 1996), the company is headquartered in Nanterre and operates across 16 locations in France and internationally, serving clients in 23 countries. Its service portfolio spans managed services (Service Desk available 24/7/365 in 10+ languages, Onsite Support, Business Support), infrastructure (INFRA by HELPLINE for cloud and infrastructure, Modern Workplace), logistics and IT asset lifecycle management (with a dedicated logistics center featuring TAPA-certified storage and 900 machines/day production capacity), and specialized sub-brands including SmartDesk (retail-specific support), Cyberience (cybersecurity awareness), Know&Go (knowledge management), and Video Support (augmented-reality remote assistance).
The company's revenue model combines managed services contracts with professional services delivery models (Technical Assistance/Régie, IT Projects). It serves 200+ enterprise clients including more than 50% of CAC40 companies, with a customer base spanning banking and insurance, distribution/retail, energy and utilities, industry, luxury, media and telecoms, and the public sector. Go-to-market relies on direct enterprise field sales backed by 16 physical locations for proximity, supported by partnerships with major technology vendors (Microsoft, VMware, ServiceNow, Veeam, Nexthink, EasyVirt Gold Partner). FY2021 revenue was 181M EUR, with a reported 7% average annual growth rate sustained over the prior decade. The company maintains ISO 9001 (18 years continuous), ISO 27001 (since August 2020), EcoVadis Silver, and Qualianor (nuclear radioprotection) certifications, and is led by President Bernard Lewis (CEO since 2003) and Managing Director Jérôme Lehmann.
HELPLINE firmographics
Firmographics- Name
- HELPLINE
- Legal name
- HELPLINE SAS
- Website
- https://helpline.fr
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- HELPLINE is a French IT services firm providing outsourced Service Desk, onsite support, business support, and IT asset lifecycle management to 200+ enterprises, including over 50% of CAC40 companies, across 23 countries with 24/7 multilingual operations.
- Ownership category
- akta.pro rank
HELPLINE industry classification
Industry- Product category
- IT Managed Services
- NAICS
- Telephone Call Centers (56142), Computer Systems Design and Related Services (54151), Business Service Centers (56143), All Other Business Support Services (561499)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Facilities Support Management Services (8744), Services-Computer Programming Services (7371)
- akta.pro primary industry
- Service Desk & ITSM Outsourcing (BPAEAMAF)
- akta.pro secondary industries
- Service Desk & Help Desk Services (BPAEAJAA), IT Service Desk & End-User Support (L1/L2) (BPAAACAA), Helpdesk & End-User Support Services (BPAEABAB), Hardware & Device Support (PC, Mobile, Peripherals) (BPAAACAB), Cloud & Infrastructure Support (Servers, Storage, Virtualization) (BPAAACAE), Technical Support & Helpdesk Contact Centers (BPAAAAAI)
Keywords
Where HELPLINE is headquartered
LocationHeadquarters
- HQ city
- Nanterre
- HQ country
- France
- HQ region
- Europe
Offices14 records
Markets served
HELPLINE business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- IT Outsourcing/Managed Services: Delegation of IT management, operation, optimization and security of company's information system including Service Desk, on-site support, business support, and infrastructure management
- Technical Assistance/Regie: Providing skilled profiles to reinforce client teams on a one-off or long-term basis
- IT Projects: IT projects carried out on behalf of clients to meet internal objectives within time and budget constraints
- Logistics and IT Asset Lifecycle Management: Supply, IT material flow management, deployment projects including storage, preparation and expedition of IT equipment
Go-to-market motion1 record
Distribution channels2 records
Marketing channels7 records
HELPLINE product offering
Product offeringCore offering
HELPLINE provides outsourced IT user support and Business Desk services for large enterprises, including 24/7 multilingual Service Desk, on-site IT interventions, business application support, and modern digital workplace solutions. The company also delivers cloud and infrastructure services, IT asset logistics and lifecycle management, and IT outsourcing, technical assistance, and project delivery. It serves 200+ enterprise clients across 23 countries, including more than 50% of CAC40 companies, through 16 service locations in France and internationally.
Product overview
HELPLINE is an IT services company with over 25 years of experience providing outsourced user support and Business Desk services for enterprises in digital transformation. The company operates a multi-offering portfolio organized around managed services (Service Desk, Onsite Support, Business Support), infrastructure (INFRA by HELPLINE, Cloud & Infrastructure, Modern Workplace, Logistics & Asset Lifecycle), delivery models (IT Outsourcing, Technical Assistance, Projects), and specialized sub-brands (SmartDesk/SmartDesk Retail for retail IT support, Cyberience for cybersecurity awareness, Know&Go for knowledge management, Video Support and Express for advanced support capabilities). The company serves 200+ clients including over 50% of CAC40 companies across 23 countries with 2,500-3,200 employees.
Differentiator
Problem solved
Functional benefit
Products and services
- Service Desk IT user support service desk available 24/7/365 in more than 10 languages, delivered at the scope and service level required by enterprise clients.
- Onsite Support On-site IT interventions tailored to user requests, reinforcing proximity between IT teams and end users at client sites.
- Business Support Application and functional support adapted to business criticality, covering business application performance, adoption, and knowledge management.
- Modern Workplace Digital workplace approach covering workstation engineering, unified and collaborative workplace, security and mobility with EMM/UEM solutions, and Zero Trust strategy.
- Cloud and Infrastructure Sovereign, redundant, optimized and secured hosting combining IaaS, PaaS, SaaS, hybrid cloud, infrastructure security, BCP/DRP, and technical expertise.
- Logistics and Asset Lifecycle Management End-to-end supply chain and IT asset lifecycle management from a logistics center, including 1800 m2 storage, secure TAPA site, 30 dedicated employees, 900 machines/day production capacity, and Power BI traceability reporting.
- IT Outsourcing Delegation of information system operation and exploitation to relieve constraints and satisfy end users, covering Service Desk, on-site support, business support, and infrastructure management.
- Technical Assistance Provision of skilled technical profiles to reinforce client teams on a one-off or long-term basis.
- IT Projects
Quantifiable outcome
- 97% client renewal rate
- +3 more outcomes
Companies that use HELPLINE
Customer profileNamed customers23 records
Segments7 records
Ideal customer profiles2 records
HELPLINE technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration5 records
AI capability2 records
Feature5 records
HELPLINE partnerships and signals
Strategic signalPartnerships
13 partnerships are on record, tiered core and minor.
- EasyVirtcoreHELPLINE joined EasyVirt's 'Accelerate' Partner program and obtained Gold Partner status. The partnership centers on DC Scope solution for optimizing and troubleshooting IT systems, helping companies select the most effective tools for their infrastructure.
- VeeamcoreLong-standing partner in the Veeam ProPartner program, using Veeam solutions for data backup and recovery, including Veeam Cloud Connect and Veeam Backup for Microsoft Office 365.
- Réseau GesatcorePartnership with GESAT network for sourcing from the Sheltered and Adapted Work Sector (STPA), with 10% of purchases entrusted to STPA sector.
- ATF GaïaminorPartnership with ATF Gaïa through 'Digital Recycler' initiative for responsible equipment disposal.
- Innov and CominorSTPA partner for inclusion of people with disabilities in the workforce.
- ARCESIminorSTPA partner for professional inclusion through sheltered sector.
- ATIMICminorSTPA partner for professional inclusion.
- EcoTreeminorCarbon offset partnership through tree planting to preserve biodiversity and develop forest areas that capture CO2 emissions.
- SimploncorePartnership with Simplon (first French network of state-labeled digital training) for Tech'Team apprenticeship program, recruiting IT Support Technicians in alternating training.
- MicrosoftcoreTechnology partner for Microsoft solutions including Office 365, Teams, Azure, and enterprise mobility solutions.
- VMwarecoreTechnology partner for VMware infrastructure solutions including vSphere and virtualization.
- ServiceNowcoreTechnology partner for ServiceNow ITSM and workflow solutions.
- NexthinkcorePartnership for digital employee experience management and proactive IT support tools.
Scale indicators16 records
Recent moves7 records
Expansion highlights5 records
HELPLINE competitors and assessment
Company assessmentDirect peers
- Devoteam: French-headquartered IT services and consulting firm with strong managed services / Service Desk practice serving large European enterprises. Directly comparable on Service Desk, cloud and digital transformation offerings.
- Econocom: European IT services and asset lifecycle / digital workplace specialist. Comparable on managed IT support, IT asset lifecycle management and Modern Workplace offerings targeting large French and European accounts.
- Sopra Steria: Large French IT services group with infrastructure management and Service Desk offerings for CAC40-tier clients. Comparable on Service Desk outsourcing and IT infrastructure / workplace services for large enterprises.
- Atos: Global IT services and digital workplace provider with significant French footprint. Comparable on large enterprise Service Desk, infrastructure, workplace and managed services across CAC40 accounts.
- SPIE ICS: French subsidiary of SPIE dedicated to digital services and IT infrastructure, including managed services and workplace support. Directly comparable mid-sized French IT services peer.
- SCC (Specialist Computer Centres): European IT services and infrastructure provider with managed services, workplace, and Service Desk offerings. Comparable on mid-market European enterprise support contracts.
Others
Broad incumbents
- Capgemini: Global IT services leader with extensive Service Desk / digital workplace / managed services practice. Competes with HELPLINE for French enterprise deals but operates at much larger scale with broader transformation portfolio.
Regional players
- Bechtle: Major DACH-based IT services and reseller with significant Service Desk and managed services franchise. Comparable on enterprise IT support and Modern Workplace offerings, but primarily Germany/Switzerland focused.
- Computacenter: UK-headquartered enterprise IT infrastructure and Service Desk / managed services provider. Comparable on Service Desk outsourcing, Modern Workplace and IT asset lifecycle management for large European enterprises.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
HELPLINE social profiles
Digital presenceHELPLINE compliance and trust
Trust signalCompliance9 records
HELPLINE financial estimates
Financial estimateRevenue estimate
Valuation estimate
HELPLINE leadership team
Management profileNumber of profiles
Profiles2 records
HELPLINE funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
HELPLINE M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about HELPLINE
What does HELPLINE do?
HELPLINE provides outsourced IT user support and Business Desk services for large enterprises, including 24/7 multilingual Service Desk, on-site IT interventions, business application support, and modern digital workplace solutions. The company also delivers cloud and infrastructure services, IT asset logistics and lifecycle management, and IT outsourcing, technical assistance, and project delivery. It serves 200+ enterprise clients across 23 countries, including more than 50% of CAC40 companies, through 16 service locations in France and internationally.
Is HELPLINE a public or private company?
HELPLINE is a private company. It is classified as unknown and is currently operating.
When was HELPLINE founded?
HELPLINE was founded in 1996. It employs 1,001 to 5,000 people.
Where is HELPLINE based?
HELPLINE is headquartered in Nanterre, France, in the Europe region.
How does HELPLINE make money?
Four revenue lines are on record. IT Outsourcing/Managed Services are the primary driver. The others are technical Assistance/Regie, IT Projects and logistics and IT Asset Lifecycle Management.
Who are HELPLINE's main competitors?
Direct peers on record are Devoteam, Econocom, Sopra Steria, Atos, SPIE ICS and SCC (Specialist Computer Centres). Accenture is listed as an others. Capgemini is listed as a broad incumbent. Regional players are Bechtle and Computacenter.
Does HELPLINE have an API?
No public API is recorded for HELPLINE.
What industry is HELPLINE in?
HELPLINE's product category is IT Managed Services. Its primary akta.pro industry code is BPAEAMAF, Service Desk & ITSM Outsourcing, with a secondary code of BPAEAJAA, Service Desk & Help Desk Services. Its NAICS code is 56142 and its SIC code is 7370.