Findel
Findel Technographics
Findel Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Findel and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 2700 Findel employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Findel has purchased the following applications: SAP ERP ECC 6.0 for ERP Financial in 2015, Avaya Aura Workforce Optimization for Workforce Management in 2020, Freshdesk Messaging (Formerly Freshchat) for Chatbots and Conversational AI in 2018 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Findel is running and its propensity to invest more and deepen its relationship with SAP , Avaya , Calabrio 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 Findel revenues, which have grown to $702.0 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 Findel 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.
Findel Tech Stack and Enterprise Applications
Findel ERP
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| SAP | Legacy | SAP ERP ECC 6.0 | ERP Financial | ERP | n/a | 2015 | 2015 |
In 2015, Findel implemented SAP ERP ECC 6.0. The SAP ERP ECC 6.0 implementation functioned as the company ERP Financial system for Findel's retail and education operations.
The deployment focused on core financial management and integrated order-to-cash and procure-to-pay workflows, with configuration work on invoicing automation, sales order inbound processing, invoice clearing routines, and authorization and role administration. The implementation included reengineering of the price procedure to support B2C ecommerce pricing logic and bespoke report development for payment clearing flows.
Integration architecture centered on SAP Process Integration, with SAP PI 7.3 upgraded to PI 7.4 and a migration pathway from PI ABAP development to a Java based model using a REST adapter. Explicit interfaces were developed between SAP ERP ECC 6.0 and external ecommerce and back office systems, including Netalogue ecommerce, MS Axapta, payment gateways such as SAGEPAY and PayPal, invoice clearing providers like Adflex, public sector channels via OSN and Procserve, and supplier purchase order acknowledgement and tracking feeds. Design and development of services for Shopify ecosystem integration were also part of the ecommerce interoperability work.
Operational coverage included in-house ecommerce websites and automated integrations with third party providers and public sector customers, with SAP Basis administration and ABAP/PI development sustaining the technical lifecycle. Governance work emphasized authorization and role administration, and the technical estate saw successive support pack and enhancement package upgrades to maintain platform stability and integration capability.
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Findel HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Avaya | Legacy | Avaya Aura Workforce Optimization | Workforce Management | HCM | n/a | 2020 | 2020 |
In 2020 Findel implemented Avaya Aura Workforce Optimization as a core component of a cloud contact centre rollout to sustain customer service during the COVID‑19 outbreak, using the Workforce Management category to drive agent scheduling and performance oversight. The implementation was part of a broader move to a cloud telephony stack hosted on the IPI Cloud, with a temporary Genesys Rapid Response business continuity overlay enabling full homeworking in a matter of days while the long term Avaya-based solution was completed.
The deployment combined Avaya Contact Centre Select telephony with Avaya Aura Workforce Optimization for call recording, quality management, monitoring and actionable agent insights, and Calabrio Workforce Management for adherence, scheduling and shift self-service. Avaya Aura Workforce Optimization was configured to surface timely quality metrics and to support scorecards and calibration workflows, while Calabrio provided the operational scheduling engine that let agents request shift changes and book holidays from home.
Integrations were implemented between the Avaya IP Office telephony layer, Avaya Aura Workforce Optimization, Calabrio Workforce Management and IPI in-house tools, including the Show Me interactive wallboard and the Pause & Resume secure payment solution. The solution enabled outbound campaign management and blended contact handling across multiple work types, and it was applied across Findel Education’s contact centre agent population as the operational scope.
Governance and process changes centered on quality assurance and workforce adherence, with new monitoring and calibration routines introduced to support remote work. Scheduling and adherence workflows were restructured to allow more flexible homeworking patterns, and secure payment handling processes were formalized via the Pause & Resume tool to maintain compliance for homeworkers.
The long term Avaya-based cloud solution went live in its entirety in early 2021, and Findel maintained customer service continuity with phone lines closed for only a couple of days during the transition. Explicit outcomes reported include continued high customer engagement through outbound campaigns, adoption of blended contact management to improve productivity and SLAs, improved after call time and employee voice results, a Trustpilot score of 4.8 for Hope Education and NPS consistently above 80 for the business.
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Workforce Management | HCM |
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2020 | 2020 |
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Findel AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Freshworks | Legacy | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | AI-Powered Application | n/a | 2018 | 2018 |
In 2018, Findel deployed Freshdesk Messaging (Formerly Freshchat) on its retail websites. Freshdesk Messaging (Formerly Freshchat) serves as the company’s Chatbots and Conversational AI solution to capture shopper conversations and enable real time messaging across product pages and checkout flows, supporting customer support and ecommerce functions by embedding the chat widget on Findel retail web properties.
Configuration emphasizes standard Chatbots and Conversational AI capabilities such as automated bot workflows for common queries, persistent conversation history, routing to live agents, and message templates to support pre sales and post sales inquiries. Operational coverage is focused on Findel retail websites in the United Kingdom, with site level provisioning and web widget instrumentation, and governance centered on bot intent configuration and escalation rules to align with existing customer service workflows during phased rollout across sites.
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Findel Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Collaboration | Collaboration |
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2015 | 2015 |
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PBX, VoiP and Phone Systems | Collaboration |
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2020 | 2020 |
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Findel Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Digital Asset Management | Content Management |
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2014 | 2014 |
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Findel CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center | CRM |
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2020 | 2021 |
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CRM | CRM |
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2017 | 2017 |
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Customer Experience | CRM |
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2018 | 2018 |
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Customer Support | CRM |
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2016 | 2016 |
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Marketing Automation | CRM |
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2016 | 2016 |
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Findel IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Content Delivery Network | IaaS |
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2018 | 2018 |
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IT Decision Makers and Key Stakeholders at Findel
| First Name | Last Name | Title | Function | Department | Phone | |
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Group CFO | CXO | Finance | |
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Finance Director | Director | Finance | |
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Financial Controller | Director | Finance | |
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Sales Director | Director | Sales | |
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Head of Operations Planning & Control | Director | Finance | |
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HR Business Partner | Manager | HR | |
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HR Business Partner | Manager | HR | |
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Operations Director | Director | Finance | |
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Customer Experience Director | Director | Customer Service | |
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Customer Service Executive | CXO | Customer Service | |
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Head Of Digital | Director | Finance | |
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Senior Digital Optimisation Manager | Manager | IT | |
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Apps Being Evaluated by Findel Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Findel IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Findel digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD Findel Technographics
Findel is a Retail organization based in United Kingdom,
with around 2700 employees and annual revenues of $702.0 million.
Findel operates a diverse technology stack with applications such as
SAP ERP ECC 6.0, Avaya Aura Workforce Optimization and Freshdesk Messaging (Formerly Freshchat),
covering areas like ERP Financial, Workforce Management and Chatbots and Conversational AI.
Findel has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as SAP, Avaya and Freshworks.
Findel recently adopted applications including
Avaya Aura Workforce Optimization in 2020, Calabrio Teleopti WFM in 2020 and Avaya IP Office in 2020,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Findel’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Findel’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 Findel technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.