RIA study names helpLine as best ESM software in the German market

Out of the 20 top vendors in Germany, helpLine is placed #1 when it comes to customer satisfaction

Bad Camberg, March 22, 2018. Research in Action (RIA), an independent research and consulting firm, names helpLine as market leader in the field of Enterprise Service Management. 

As part of their study titled „Vendor Selection Matrix – IT and Enterprise Service Management SaaS and Software. The Top 20 Vendors in Germany 2018“, RIA surveyed 750 IT budget managers of German medium-sized and big businesses. Additionally, RIA took the assessments of market analysts into consideration. Based on these data points, the top 20 vendors were evaluated and compared.

Dr. Thomas Mendel, CEO of RIA and head of the study, explains: “Due to many years of experience and customer focus, helpLine is today one of the most important vendors in the German market.”

The company enables their customers to digitize all of their service processes, ranging from Service Management (helpLine) over Financial Management (anafee) all the way to Field Service and Customer Service Management (Careware).

“We are happy that a renowned company like Research in Action has named helpLine as the best ESM software and the market leader in Germany. This distinction is further proof of the outstanding quality of our innovative software solutions. With our integrated, modulate software platform we target two appealing segments of the ESM market: the digitization of service processes and the optimization of service costs. We specifically support our customers with improving their service quality and with controlling their costs in a way that allows them to make profit with their services”, Dirk Martin, CEO and co-founder of the company says.

Within the scope of the RIA’s so called “Vendor Selection Matrix”, companies are analyzed based on various criteria in the two categories of “Strategy” and “Execution”. These criteria include aspects like innovation, market orientation, company growth, and customer satisfaction. When it comes to customer satisfaction in particular, helpLine knows to satisfy. One client testimonial from the study says:

 “Why helpLine? It’s simple: top quality, all the functionality that is needed, and the best customer service available.”

IT service manager, German utility company

We gladly provide you with a download of the study “Vendor Selection Matrix – IT and Enterprise Service Management SaaS and Software. The Top 20 Vendors in Germany 2018“


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