Helpline
171, avenue Georges Clemenceau,
Nanterre, 92024,
France
Nanterre, 92024,
France
33 1 41 37 70 00
Communications
Helpline Technographics
Helpline Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Helpline and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 3000 Helpline employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Helpline has purchased the following applications: Microsoft 365 for Collaboration in 2020, Plezi for Marketing Automation in 2019, BMC Helix ITSM - Incident Management for Incident Management in 2011 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Helpline is running and its propensity to invest more and deepen its relationship with Microsoft , Plezi , BMC Software 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 Helpline revenues, which have grown to $200.0 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 Helpline 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.
Helpline Tech Stack and Enterprise Applications
Helpline Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft 365 | Collaboration | Collaboration | n/a | 2020 | 2020 |
In 2020, Helpline implemented Microsoft 365 for Collaboration across its France operations to standardize cloud-first productivity and communication for approximately 3,000 employees. The deployment registers Microsoft 365 on the corporate website and is positioned to support communications and knowledge worker productivity as the primary Collaboration platform.
The implementation centers on Microsoft 365 components commonly used in the Collaboration category, including Exchange Online for corporate email, Microsoft Teams for chat and meetings, SharePoint Online and OneDrive for document management, and the Microsoft 365 desktop and web Office applications for day-to-day productivity. Tenant-level configuration included Teams policy configuration, SharePoint site architecture and library provisioning, mailbox routing and retention settings, and OneDrive storage policies to align with enterprise collaboration workflows.
Identity and access were aligned with Microsoft 365 identity patterns, using Azure Active Directory for single sign-on and role based provisioning concepts to centralize authentication and group management. Governance controls were established in the collaboration layer, covering external sharing policies, data classification and retention controls consistent with Microsoft 365 capabilities, and IT operations were scoped to support communications, IT service management and business productivity functions.
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Helpline CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Plezi | Legacy | Plezi | Marketing Automation | CRM | n/a | 2019 | 2019 |
In 2019, Helpline implemented Plezi for Marketing Automation on its website. The deployment centers on web based lead capture and automated marketing orchestration tied to the corporate site, with Plezi operating as the primary marketing automation application for inbound campaign activity.
Configuration emphasizes core Marketing Automation capabilities, including email campaign workflows, landing page and form management, behavioral web tracking, and lead scoring. Plezi was configured to capture on site interactions and trigger automated nurture sequences and email workflows that align with demand generation and digital marketing processes.
Operational ownership resides with Helpline marketing and demand generation teams, with marketing operations responsible for campaign setup, segmentation, and workflow automation. The Helpline Plezi Marketing Automation deployment runs on the Helpline website in France and supports marketing and digital acquisition business functions, with governance focused on content to lead handoff and campaign cadence.
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Helpline ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| BMC Software | Legacy | BMC Helix ITSM - Incident Management | Incident Management | ITSM | n/a | 2011 | 2012 |
In 2011, Helpline implemented BMC Helix ITSM - Incident Management to operationalize Incident Management workflows supporting its client service operations. The deployment targeted structured incident intake and resolution processes for helpdesk teams serving Crédit Agricole Technologies and Services.
The implementation configured core incident lifecycle management, role based queues and escalation for Technician Level 1 and Level 1 plus roles, and a Technical Referent role to govern complex cases. The project established knowledge records and built onboarding workflows for support new employees, including training and mentoring processes embedded in the incident handling procedures.
The BMC Helix ITSM - Incident Management deployment was integrated with the customer working environment, connecting to Active Directory for user identity and access, Symantec VIP Manager for authentication, PGP for encryption of sensitive artifacts, Quick3270 for mainframe access, and remote support tools such as Remote Desktop and command line utilities. The implementation also interfaced with the existing ticketing tool BMC Remedy and the telephony tool Odigo to provide contact context and synchronized ticket updates, while operating across Windows XP and Windows 7 endpoints with Microsoft Office 2010 as the desktop suite.
Operational governance centered on defined service desk roles and knowledge management, with Technician Level 1 and 1 plus staff responsible for first contact resolution and escalation to the Technical Referent. The scope emphasized process standardization for incident intake, knowledge capture, and training driven support, aligning the Incident Management application to helpdesk workflows without prescriptive claims about outcomes.
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IT Service Management | ITSM |
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2018 | 2018 |
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Helpline IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Hosting and Computing Services | IaaS |
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2014 | 2014 |
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Application Hosting and Computing Services | IaaS |
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2016 | 2016 |
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Helpline CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Secure Email Gateways (SEGs) | CyberSecurity |
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2021 | 2021 |
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IT Decision Makers and Key Stakeholders at Helpline
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
| No data found | ||||||
Apps Being Evaluated by Helpline Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Helpline IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Helpline digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||
FAQ - APPS RUN THE WORLD Helpline Technographics
Helpline is a Communications organization based in France,
with around 3000 employees and annual revenues of $200.0 million.
Helpline operates a diverse technology stack with applications such as
Microsoft 365, Plezi and BMC Helix ITSM - Incident Management,
covering areas like Collaboration, Marketing Automation and Incident Management.
Helpline has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Microsoft, Plezi and BMC Software.
Helpline recently adopted applications including
Proofpoint Email Security and Protection in 2021, Microsoft 365 in 2020 and Plezi in 2019,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Helpline’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Helpline’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 Helpline technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.