Budget Optimization

Your operating budgets are under constant pressure, it’s about quickly making savings to be able to invest in new digital transformation projects.

HELPLINE is implementing projects to significantly reduce operating costs of the work environment, without undermining user satisfaction:

  • Self-services, shift to the left, application& functional assistance…;
  • Optimization of hardware and software assets …;
  • Overhaul of work environment (virtualization, cloudification…).

The HELPLINE +

  • A Helpline entity dedicated to the design of tomorrow’s work environment

The HELPLINE offers

Help Desk Service

Maintaining your IT at the optimal availability and readability for all Business services while ensuring a omnichannel and seamless user experience.
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  • Organize a single point of contact for users, which manages requests and incidents end-to-end (technical and functional);Ensure Support from HELPLINE Service Centers or on your site with the same level of expectation;
  • Maximize remote resolution and process automation;
  • Optimize Help Desk Tools (ITSM, Remote treatment, Tele distribution, Diagnosis trees …);
  • Set up continuous improvement to deal with higher user requirement level.

The HELPLINE +

  • Provide a service close to your sites thanks to HELPLINE sites in the Paris area, in regions and internationally.
  • A multilingual end client support ability

Key figures

  • 20+ clients in the CAC 40
  • 10+ languages
  • Capacité 24/7/365 Capacity
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Self-services

Develop user autonomy covering all the IT means and resources, thanks to a modern end client support channel, available 24/7 and multilingual.
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Objectives

  • Have a simple and intuitive user portal available gathering all the tools allowing the user to solve incidents and assistance requests by himself whether they are technical or not, IT or not;
  • HELPLINE tools: HTS Self-help, HTS Virtual Agent, HTS Password Management, HTS Self provisioning.

THe HELPLINE +

  • 150+ ready-made resolution trees;
  • Personalized portals in SaaS mode, easy to deploy and integrate into existing intranets.

Key figure

  • 20+ self-service portals in production.
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Digital space

Offer an innovative space reflective the image of the company departments : HR, DSI, facilities
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Objectives

For you DSI 

  • Allow your users to have a friendly exchange with support in a modern space;
  • Welcome users without prior appointment, nor prior case opening;
  • Accompany users in the new IT resources usages.

For your HR 

  • Facilitate the onboarding of your employees ;
  • Accompagny for the statutory training linked with your business.

Genally, it could be adapted for all the department of the company.

 

The HELPLINE +

  •  Specialised entities : myConnectedCompany ;
  • Complete support : study, conception, implementation, exploitation ;
  • Adapted regarding the identity of the customer ;
  • Innovative solutions based on the latest technology (Apps, NFC, visio..).
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Information system performance

Raise the quality and performance of IT services day by day, by adopting the end-users’ perspective.
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Objectives

  • Qualitatively measure the perception of lines of Business and of users in their IT use through a synthetic approach;
  • Set up a continuous improvement process of the IT Department’s offer to lines of Business services;
  • Identify savings potential on the operating budget;
  • Reinforce IT usages security;
  • Make Help Desk services proactive rather than reactive;
  • Prepare for future transformation and migrations (virtualization, renewal of IT stock, deployment of applications…).

The HELPLINE +

  • More than 110 improvement axis in the catalogue (diagnosis, benchmark, project transformation, expected benefits, experience feedback);
  • An innovative measuring tools for work environment from the end-user’s perspective.
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Workplace automation

Design and implement a working environment that answers new users’ needs and usages. Having an adapted workplace environment to new usages (mobility, collaborative, open and safe…);
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  • Limiting friction between devices and applications to ease updates;
  • Ensuring Mastering, packaging and tele distribution with a commitment to results;
  • Guaranteeing Patch management and the securing of the work environment;
  • Set up system & application Virtualization.

The HELPLINE +

  • A dedicated entity with sharp expertise on the engineering of work environment;
  • An end-to-end knowhow (design, deployment, management, end client support);
  • Privileged partnerships with the main software publishers (Microsoft, VMWare...).
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