Apps Purchases: 10+ Million Software Purchases

Founded in 2010, APPS RUN THE WORLD is a leading technology intelligence and market-research company devoted to the application space. Leveraging a rigorous data-centric research methodology, we ask the simple B2B sales intelligence question: Who’s buying enterprise applications from whom and why?

Our global team of 50 researchers has been studying the digital transformation initiatives being undertaken by 2 million + companies including technographic segmentation of 10 million ERP, EPM, CRM, HCM, Procurement, SCM, Treasury software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.

Apps Run The World Buyer Insight and Technographics Customer Database has over 100 data fields that detail company usage of emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database, and different on-prem and cloud apps by function, customer size (employees, revenues), industry, country, implementation status, year deal won, partner involvement, Line of Business Key Stakeholders and key decision-makers contact details, including the systems being used by Fortune 1000 and Global 2000 companies.

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Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
IRO	Retail	154	$52M	France	Zendesk	Zendesk Incident Management	Incident Management	2018	n/a	In 2018, IRO implemented Zendesk Incident Management to centralize Incident Management across its customer engagement channels. The deployment was driven by a program to construct order control processes and to redesign customer experience content, including FAQ pages and delivery and returns workflows. The implementation explicitly covered customer relationship functions in pre-sales, after-sales, and litigation, and included integration of Zendesk ticketing and chat as the primary incident intake and live engagement layers. Zendesk Incident Management was configured to support standard incident lifecycle capabilities, including ticket creation, triage, routing, escalation, and chat escalation into ticket threads. The project included content and HTML redesign for knowledge base and FAQ pages to reduce manual case creation, and mapping of order control events into incident context to improve first contact resolution. Configuration work emphasized workflow automation and standardized incident categorization to align support queues with business lines. Integrations were implemented with the order control stack identified in the program, specifically BO CBR, Orliweb, and SFCC Demandware, to surface order, delivery, and payment context into support tickets. The implementation also aligned with a payments diversification initiative that included HiPay, while Zendesk ticketing and chat served as the customer-facing incident capture and engagement channels. These integrations were scoped to provide agents immediate access to order state and payment method information within the Zendesk interface. Governance changes formalized ticket ownership across customer relationship teams and instituted content ownership for FAQ and knowledge articles to support incident deflection. Process restructuring focused on consistent routing rules and escalation paths for pre-sales, after-sales, and litigation workflows, and on embedding the redesigned FAQ content into the incident handling process. The narrative centers on system architecture linking order control systems and payment channels to Zendesk Incident Management to create a unified incident handling environment.
KFC France	Retail	10000	$1.0B	France	EasyVista	EasyVista EV Manager Incident Management Module	Incident Management	2016	n/a	In 2016 KFC France implemented EasyVista EV Manager Incident Management Module to centralize incident intake and control support operations for its restaurant estate. The deployment targeted the Support and Helpdesk organization, covering 4 technicians at headquarters, 11 technicians at SD, one Account Manager and one Teamleader, and was positioned to manage incidents across store openings and ongoing operations. The implementation focused on the Incident Management Module, with specification and technical specification drafting, configuration of workflows, automated alerts and notifications, and ticket lifecycle controls. EasyVista EV Manager Incident Management Module was configured to enforce SLA-oriented workflows and to capture operational indicators, supporting incident classification, assignment, escalation and resolution tracking. Operational integration oriented around service provider reporting and multi‑device coverage, the platform consumed indicators transmitted by various service providers to monitor SLA compliance. The system was used to coordinate back-planning activities for restaurant remodeling and new openings, and to orchestrate purchasing, organization and monitoring of service providers interventions across Win 7 and 10 endpoints, iOS and Android devices, POS Micros, TPE terminals, digital terminals and dynamic display infrastructure. Governance and process changes included centralized reporting for SLA monitoring, ownership of purchasing and budget management within the IT function, and clear operational roles for the helpdesk and account management team. Configuration ownership and ongoing administration were retained in-house to maintain workflows, alerts and reporting that support operational continuity for restaurant openings and daily support activities.
	Retail	10000	$2.4B	France	Isilog S.A	Isilog IWS Service Management	IT Service Management	2015	n/a
	Retail	10000	$2.4B	France	Solarwinds	Solarwinds Security Event Manager (SEM)	Incident Management	2014	n/a
	Retail	1985	$948M	France	Topdesk	TOPdesk Incident Management	Incident Management	2014	n/a
	Retail	79000	$2.3B	France	Isilog S.A	Isilog IWS Service Management	IT Service Management	2008	n/a
	Retail	1800	$305M	Germany	Topdesk	TOPdesk Incident Management	Incident Management	2017	n/a
	Retail	1196	$750M	Germany	Zendesk	Zendesk Incident Management	Incident Management	2017	n/a
	Retail	1500	$575M	Germany	Omninet	Omninet Omnitracker	Incident Management	2019	n/a
	Retail	1500	$250M	France	Solarwinds	Solarwinds Security Event Manager (SEM)	Incident Management	2015	n/a

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