How HELPLINE turns carbon data into a lever for action and pre-sales
HELPLINE is a leading provider of end-user support and IT outsourcing, with 4,000 employees across 9 countries. Through its internal “Involve” initiative, the company aims to integrate climate considerations and meet rising customer expectations regarding the environmental impact of digital services. HELPLINE needed a structured, reliable, and operational approach to carbon measurement.
“This tool allows us to meet our key objectives: measuring our footprint, improving it, reducing it, and helping our clients do the same.”
Emeline El-Baze, Head of Quality, CSR & Radioprotection, HELPLINE
About
As a specialist in user support outsourcing, HELPLINE has been supporting organisations in their digital transformation for over 25 years thanks to its comprehensive expertise in the support chain: Logistics and IT asset lifecycle management, Modern Workplace, Cloud and Infrastructure, User Support (Service desk, Local support, Application support, etc.).
Challenge
Before using Aguaro, HELPLINE’s carbon footprint was produced manually by a single internal resource, based on scattered and heterogeneous data. The company needed to:
automate a time-consuming and non-scalable carbon assessment
improve data quality and measurement reliability
structure complex reference datasets (countries, sites, departments, clients)
integrate carbon indicators into operational service governance
The teams also wanted to segment the footprint at project level to better support clients and prospects in their own low-carbon transition.
Solution
HELPLINE selected Aguaro for its native ServiceNow integration and its ability to cover all emission sources across the organization. The project was structured as a cross-functional effort (CSR, Innovation, Pre-Sales, Procurement, Finance, IT, HR), and included:
centralized and automated multi-site data collection
multi-level segmentation
integration of carbon indicators into service governance
co-innovation with two pilot clients through POCs to validate the use cases
Results
Meaningful time savings for teams thanks to reduced manual data collection
More precise environmental insights, down to project level, enabling co-construction of action plans with clients
Pre-sales differentiation with projected carbon footprints and environmental ROI
CSR teams strengthened in their role as true business partners
Direct contribution to Helpline’s CSR commitments and the SBTi-certified carbon trajectory of its parent company
