Pat Group

What Pat Group does

Pat Group is an Italian enterprise software company, founded in 1992 and operating as PAT SRL within the Zucchetti Group conglomerate. Headquartered in Montebelluna (Treviso) with offices in Milan, Tavagnacco (Udine), and Lastra a Signa (Florence) in Italy, plus a Madrid office serving Spain, the company develops and licenses integrated platforms for IT Service Management (ITSM), Customer Experience (CX), and business process automation. Pat Group targets primarily enterprise and mid-market customers in regulated and operationally complex verticals including banking, insurance, healthcare, manufacturing, utilities, telecommunications, retail, and logistics, with named customers such as Pirelli, Manpower, Banco BPM (WeBank), HDI Assicurazioni, Ospedale San Raffaele, Ascopiave, Arval Italia, Eolo, IMA, and Gruppo Codognotto.

The company's flagship product is HelpdeskAdvanced (HDA), an ITIL-compliant Enterprise Service Management platform supporting incident, problem, change, knowledge, asset, and service-level management with multilingual workflows, a Customer Portal, and Gantt-based project planning. The broader portfolio includes CX Studio (a multichannel interaction framework with NLP, semantic engine, and sentiment analysis for web, mobile, email, social, contact center, Microsoft Teams, and WhatsApp), Engagent (AI-powered virtual customer assistant/chatbot), ICStudio/InfiniteCRM (multichannel CRM with sales force automation), and BrainBusiness (a low-code process automation engine orchestrating cross-departmental workflows in HR, facility, and field service). Recent additions include Power Text Explorer for text analytics and Artificial Intelligent Service Management (AISM), which layers Generative AI for Knowledge Base creation, ticket suggestions, and anomaly detection onto the HDA platform. The 2025 acquisition of Tecnoteca extended the company's Service, Asset & Facility Management capabilities.

Pat Group operates an enterprise field sales go-to-market motion, generating revenue through software platform subscriptions and licenses paired with professional services for implementation, customization, and consulting. Pricing is quote-based on organization size, modules selected, and deployment scope, with multi-year contracts typical for enterprise ITSM deployments. The company is led by founder and President Patrizio Bof and holds ISO 27001:2022 certification. Distribution is direct with no channel-partner or marketplace model identified; Pat Group also benefits from cross-sell access via its parent Zucchetti Group's Italian enterprise customer base.

Name

Pat Group

Legal name

PAT SRL

Website

https://pat.eu

Company type

Private

Founded year

1992

Operating status

Operating

Headcount range

101–250 employees

Short description

Pat Group is an Italian enterprise software company developing IT Service Management, Customer Experience, CRM, and process automation platforms for enterprise customers across banking, healthcare, manufacturing, utilities, and other regulated industries in Italy and Spain.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Software Publishers (51321), Software Publishers (513210)

SIC

Services-Prepackaged Software (7372)

akta.pro industry

PRIMARYHDAEAKAB

Enterprise PaaS (App Runtime & Managed Application Platforms)

Hardware, Technology & Telecom/Enterprise Platforms & Databases/Enterprise Application Development Platforms (Low-Code/No-Code & PaaS)

Keywords

• IT service management
• ITSM software
• Customer experience software
• Enterprise service management
• AI virtual assistant

Headquarters

HQ city

Montebelluna

HQ country

Italy

HQ region

Europe

Offices5 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Software Platform Licenses and Subscriptions: Pat Group generates revenue primarily through licensing its software platforms (HelpdeskAdvanced, CX Studio, ICStudio, Engagent) to enterprise and mid-market customers. The solutions are marketed as comprehensive platforms with multi-year contracts typical for enterprise ITSM software.
2. Professional Services and Implementation: Implementation, customization, and consulting services accompany the software platforms. Given the complexity of ITIL-compliant ITSM deployments and cross-departmental Enterprise Service Management rollouts, professional services for deployment and integration form a significant revenue component.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels7 records

Core offering

Pat Group develops and licenses a suite of proprietary enterprise software platforms for IT Service Management, Customer Experience, CRM, and business process automation. Its flagship product, HelpdeskAdvanced (HDA), is an ITIL-compliant Service Desk and Enterprise Service Management solution, complemented by CX Studio (multichannel conversational framework), ICStudio/InfiniteCRM (multichannel CRM), Engagent (AI Virtual Customer Assistant), BrainBusiness (process automation engine), and Power Text Explorer (text mining and sentiment analysis). The company sells these platforms on a subscription/licensing basis to enterprise and mid-market customers, supported by implementation, customization, and consulting services.

Differentiator

Problem solved

Functional benefit

Brands

• HelpdeskAdvanced: Service Desk platform for enterprise service management strategy
• ICStudio
• CXStudio
• Engagent
• InfiniteCRM
• BrainInteractive
• Teammee

Products and services

• HelpdeskAdvanced (HDA) ITIL-compliant Enterprise Service Management and Service Desk platform for enterprise and mid-market organizations, covering Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, Service Catalog, SLA Management, and Project Management with multilingual workflow automation, Customer Portal, and Gantt-based planning.
• CX Studio Multichannel interaction framework that enables organizations to create AI-powered conversational dialogues with customers across web, mobile, email, social, contact center, Microsoft Teams, and WhatsApp, featuring NLP, Sentiment Analysis, semantic engine, and Machine Learning for continuous improvement.
• ICStudio / InfiniteCRM
• Engagent
• BrainBusiness
• Power Text Explorer
• University E-learning platform launched by Pat Group to support customer training and product education on its software suite.

Quantifiable outcome

• Companies in the gaming industry achieved reduced operator activity times, decreased inbound call volumes, reduced outbound calls to outsourcers, and increased interaction modalities with support services after adopting HelpdeskAdvanced
• +5 more outcomes

Named customers18 records

Segments10 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature8 records

Partnerships

Two partnerships are on record, tiered flagship and core.

• Zucchetti GroupflagshipStrategic or Co-development PartnerPat Group (PAT Srl) is a company of the Zucchetti Group (Società del Gruppo Zucchetti). Zucchetti is one of the largest Italian software groups, providing Pat Group with significant brand credibility, customer access, and distribution reach across the Italian enterprise market. The relationship provides cross-selling opportunities and reinforces Pat Group's positioning as a major player in the Italian ITSM and CX software market. The Zucchetti logo is displayed on Pat Group's website footer.
• TecnotecacoreStrategic or Co-development PartnerPat Group incorporated Tecnoteca, strengthening its position in the Service, Asset & Facility Management market. This acquisition enhances Pat's product portfolio and customer base in facility and asset management, creating a stronger combined entity in the enterprise service management space.

Scale indicators5 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Salesforce: Salesforce's Service Cloud, Sales Cloud, and Einstein AI compete with Pat's CX, CRM (ICStudio/InfiniteCRM), and AI Virtual Assistant products as part of a much broader enterprise platform.
• Microsoft Dynamics 365 Customer Service: Microsoft's Dynamics 365 Customer Service and Power Platform compete with Pat's customer service and process automation offerings, often as part of a broader Microsoft enterprise footprint.
• Genesys: Genesys is a major contact center and customer experience platform competing with Pat's CX Studio for omnichannel, AI-powered customer interaction deployments in mid-market and enterprise.

Direct peers

• ServiceNow: ServiceNow is the global leader in cloud-based ITSM and Enterprise Service Management. It directly competes with HelpdeskAdvanced for enterprise ITSM, ESM, and increasingly customer service management deals in Italy and across Europe.
• Freshworks: Freshworks' Freshservice is a cloud-native ITSM platform competing for the same mid-market and enterprise Service Desk opportunities as HelpdeskAdvanced, with comparable AI and automation features.
• Zendesk: Zendesk is a leading customer service and CX platform with omnichannel ticketing, AI bots, and self-service that competes with Pat's CX Studio and Customer Care offerings.
• BMC Software: BMC's Helix ITSM and Remedy platforms compete head-on with Pat's HelpdeskAdvanced for enterprise ITIL-aligned Service Desk and ESM deals, particularly in large regulated customers.
• Ivanti: Ivanti offers ITSM, ESM, and asset management solutions that overlap directly with HelpdeskAdvanced's ITIL processes, CMDB, and Service Catalog capabilities.
• ManageEngine (Zoho): ManageEngine's ServiceDesk Plus is an ITIL-aligned ITSM platform that competes with HelpdeskAdvanced, particularly in the SMB and mid-market segments where Pat is also active.

Emerging players

• LivePerson: LivePerson provides conversational AI and messaging-based customer engagement platforms that overlap with Pat's Engagent Virtual Customer Assistant and CX Studio omnichannel capabilities.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/patgroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Subsidiaries1 record

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 Pat Group