HELPLINE

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.

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

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

• IT support services
• Managed IT services
• Service desk outsourcing
• Digital workplace services
• IT asset lifecycle management

Headquarters

HQ city

Nanterre

HQ country

France

HQ region

Europe

Offices14 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. 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
2. Technical Assistance/Regie: Providing skilled profiles to reinforce client teams on a one-off or long-term basis
3. IT Projects: IT projects carried out on behalf of clients to meet internal objectives within time and budget constraints
4. 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

Core 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

Named customers23 records

Segments7 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability2 records

Feature5 records

Partnerships

13 partnerships are on record, tiered core and minor.

• EasyVirtcoreTechnology or IntegrationHELPLINE 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.
• VeeamcoreTechnology or IntegrationLong-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 GesatcoreOthersPartnership with GESAT network for sourcing from the Sheltered and Adapted Work Sector (STPA), with 10% of purchases entrusted to STPA sector.
• ATF GaïaminorOthersPartnership with ATF Gaïa through 'Digital Recycler' initiative for responsible equipment disposal.
• Innov and CominorOthersSTPA partner for inclusion of people with disabilities in the workforce.
• ARCESIminorOthersSTPA partner for professional inclusion through sheltered sector.
• ATIMICminorOthersSTPA partner for professional inclusion.
• EcoTreeminorOthersCarbon offset partnership through tree planting to preserve biodiversity and develop forest areas that capture CO2 emissions.
• SimploncoreOthersPartnership with Simplon (first French network of state-labeled digital training) for Tech'Team apprenticeship program, recruiting IT Support Technicians in alternating training.
• MicrosoftcoreTechnology or IntegrationTechnology partner for Microsoft solutions including Office 365, Teams, Azure, and enterprise mobility solutions.
• VMwarecoreTechnology or IntegrationTechnology partner for VMware infrastructure solutions including vSphere and virtualization.
• ServiceNowcoreTechnology or IntegrationTechnology partner for ServiceNow ITSM and workflow solutions.
• NexthinkcoreTechnology or IntegrationPartnership for digital employee experience management and proactive IT support tools.

Scale indicators16 records

Recent moves7 records

Expansion highlights5 records

Direct 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

• Accenture:

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

• Xx.com/HELPLINE_corp
• YouTubeyoutube.com/channel/UCO4ea3QGh6E8KvWz4y1E2CA
• LinkedInlinkedin.com/company/helpline

Compliance9 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about HELPLINE