Case Study: Groupe Webhelp achieves uninterrupted operations and faster incident resolution with Heat Software's HEAT Service Management

Groupe Webhelp IT Service Management Driving Uninterrupted Flow

Webhelp is an international call-center group with about 7,500 employees across France, Morocco and Romania where IT functions as a critical production tool — even short interruptions cause large financial losses. Their aging in‑house ticketing system could not scale or provide the dashboards, granular metrics and SLA controls the CIO required to prevent downtime and manage a growing, distributed operation.

After an RFP process they implemented FrontRange HEAT Service Management in staged rollouts (Sept–Dec 2010; Feb 2011). The intuitive platform automated prioritization and assignment, enforced SLAs, and added dashboards, reports and notifications; the NOC now handles ~60% of tickets and the system processes roughly 100 requests daily. Within months IT had regained control: managers rely on precise reporting for remediation and planning, escalation and remote support improved, and the company is better positioned to minimize costly outages.

Groupe Webhelp

Stéphane Boulanger

Director of the Technical Support Group