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Summary
Since 2020, the French market for in-home computer assistance has been adapting to new consumption patterns, with in particular an increase in demand for laptops linked to the rise of telecommuting and the need for entertainment during the Covid-19 pandemic. Despite stable household computer ownership rates, growth is being driven by the demand for assistance linked to a growing number of tablets and smartphones, as well as an ageing population requiring more assistance.
The IT support sector is fragmented, with a number of different players: small businesses, specialized companies, subsidiaries of distributors such as B'Dom (Boulanger), and consulting firms. Remote assistance is developing, offering an alternative to physical assistance, and the popularity of connected objects should broaden the scope of IT support services. Regulatory incentives such as tax credits are in place for individuals, and companies are increasingly adopting franchise models for national expansion.
Trends and growth in the French IT support market
The French market for in-home IT assistance has undergone dynamic change in recent years, as the implications of changing consumer habits and technological advances become increasingly apparent. The value of the market, which stood at around 2.5 billion euros, saw a pattern of growth, with a slight dip in 2020 due to the impact of the COVID-19 pandemic. However, projections point to a marginal recovery in 2021 and optimism for continued growth in the future.
An important driver of market demand is household computer ownership, which is relatively stable at around 83%. However, the market is not only driven by traditional computers; the proliferation of tablets, smartphones and other connected devices has broadened the scope of IT support services. Interestingly, tablet ownership in French households has soared from around 5% to 41%. This upward trajectory underlines the evolving need for IT support, which encompasses not just computers, but a whole range of digital devices.
The French in-home IT assistance market is characterized by a fragmented landscape, home to a variety of ranging from tiny independent companies to specialist firms and subsidiaries of major retailers such as FNAC and B'Dom. Although the sector lacks a clear dominant force, the main players are positioning themselves to win market share through diverse offerings such as start-up assistance, troubleshooting, training and innovative digital services. In addition, the aging of the French population, with projections indicating that a third of the population will be over 60 by 2050, poses both challenges and opportunities for the market. This demographic shift is driving demand for IT support services that cater specifically to the needs of the elderly, who require personalized assistance to familiarize themselves with digital tools.
Regulatory incentives for individuals in the form of tax credits and reductions also play a key role in stimulating the market. French policy allows for a 50% tax reduction on certain home computer and Internet assistance expenses.
In conclusion, the French home IT assistance market is poised for future growth, propelled by a diversifying digital landscape, evolving consumer needs and favorable regulatory frameworks. As digital devices become ubiquitous in homes across the country, demand for services capable of navigating the complexities of this new connected world is expected to increase. for in-home IT support is dynamic and diverse, with a range of companies offering a wide range of services, from IT support to cybersecurity to the installation of connected devices.
Although the market is highly fragmented, some players have made their mark by creating niches or developing their services across multiple channels. Here, we take a look at the main market players who have contributed to the evolution of the home computer support sector.
- Doctor Computer is one of the main players in the French home computer assistance network, with some sixty branches throughout France. The company is a one-stop shop for customers seeking solutions for home computer repair, maintenance, training and installation. What makes it unique is its global approach to IT support, ensuring that no customer need goes unmet.
- Experadom differentiates itself by focusing on home assistance that enables individuals to improve their computer and Internet skills. With 14 locations across the country, Experadom franchisees are committed to demystifying the digital world for customers, making technology more accessible and user-friendly for the average person.
- Go Micro has made a name for itself in the field of IT support thanks to a solid portfolio that meets the needs of an impressive 75% of businesses. Offering consulting, installation, troubleshooting and maintenance services, the company operates not only in France but also internationally, as far afield as Spain and Colombia. Its acquisition by Airria in 2010 further underlines its importance in the market.
- Troubleshooting prides itself on its agility and efficiency in home computer troubleshooting, training and the exciting niche of custom computer manufacturing. Its network of 18 franchisees gives it a significant presence and reinforces its commitment to fast, personalized IT support.
- Airria Previously operating a vast network of franchises, Airria has changed course by transforming its franchisees into partners. Specializing in the installation and maintenance of communicating systems and connected devices, it has demonstrated a business model adaptable to market dynamics and the needs of its partners.
Subsidiaries of retail giants Beyond these dedicated IT support providers, subsidiaries of major retailers have also entered the IT support market.
- FNAC DARTY make a significant contribution to their offering, providing a seamless solution for customers who buy electronic products and need post-purchase assistance.
The landscape of home computer assistance in France reflects an ecosystem in which specialization, geographical location and expertise are decisive factors
to understand this market
Detailed content
Inforamtion
- Number of pages : 30 pages
- Format : Digital and PDF versions
- Last update : 01/12/2021
Summary and extracts
1 Market overview
1.1 Definition and presentation
The market for home computer assistance concerns both individuals and companies. It is divided between :
- Services for professionals (companies, liberal professions, self-employed, self-employed).
- Services for individuals The use of computers and the Internet has increased significantly
For services to individuals there are 3 main types of services
- Accompaniment at start-up (which concerns more than 50% of cases) ;
- Assistance in case of problems operating costs ;
- Computer skills training .
For services to companies it is above all a question of network maintenance and repairs .
The assistance companies also offer corporate training . At the same time, new forms of assistance are increasingly being developed, such as iT and cybersecurity consulting .
In France, the iT development segment has been growing steadily for about ten years now. The recent Covid-19 pandemic has given a new impetus to this market due to the increase in telecommuting and therefore the use of computers at home.
1.2 A fragmented and growing French market
The French home IT support market was estimated to be worth €*.* billion in ****. It would have continued to grow until **** before suffering a drop in turnover of just over *% in ****. The forecasts for **** show a very slight recovery in the market, and suggest that the market will continue to grow in ...
1.3 Summary of market drivers
2 Analysis of the demand
2.1 A market dependent on new consumer habits
Household equipment plays a more than significant role in the growth rate of the IT support market, which has led to the development of the sector in the ****s. However, the global computer market was in decline until the year **** for nearly six years. The competition is indeed with tablets and ...
2.2 The aging of the French population
The french population is nowadays more and more aged . According to a prospective study by INSEE, */* of the French population will be over ** years old by ****. Life expectancy is expected to continue to increase, as the following graphs show, leading to new demands and new challenges. [***]
Estimates of the number of ...
2.3 Support for new products
Although the number of computers per household has hardly increased in the ** years leading up to ****, the number of tablets and smartphones has grown enormously This proportion has indeed increased from *% in **** to **% in **** concerning tablets . This proliferation therefore naturally creates an increase in the demand for IT support for these ...
3 Market structure
3.1 Democratization of support services
According to an ADEME study conducted in June **** (***), the professionals of home computer assistance rely mainly on franchising and the development of connected objects to sustain their growth.
The services related to IT are in full development and are expected to continue to grow in the coming years. One of the ...
3.2 The development of remote assistance
Remote assistance is increasingly popular, and is provided via traditional media (***), the remote assistance allows to avoid the travel expenses and thus to reduce the cost. It is fast, most companies offer assistance within ** hours. The software TeamViewer is thus the leader of the remote assistance software, the company publishing it ...
3.3 The rise of connected objects
In the long term, the market could be driven by the boom in connected objects. Home computer assistance would no longer be limited to computers, but also to everyday connected objects In ****, the connected objects market in France grew by ***%, and then in ****, it grew by another **% compared to the previous ...
3.4 Workforce and training within the profession
The professional workforce in the home computer assistance sector is made up of both franchised companies and individuals. The latter are more and more numerous, offering a better service of proximity, and acting as a micro entrepreneur. [***]
In the case of an intervention at home, the company sends a technician, who ...
3.5 The development of franchise systems on a national scale
Becoming a franchisee in the home computer repair sector seems to be inexpensive in terms of initial investment, compared to other sectors. In fact, according to franchise-informatique.fr The average investment is about €**,***. In comparison, it takes at least €**,*** to open a real estate agency, and specialist businesses such as shops, ...
4 Analysis of the offer
4.1 Rates and services
The B*C market
For individuals The packages are varied and can include
Training Installation and delivery of new equipment The configuration of a PC, a box, digital networks or any associated equipment Troubleshooting and part replacement Backup or data transfer The fight against possible viruses or malfunctions Purchasing advice.
These ...
4.2 Services offered in detail
Start-up support
It is a matter of assisting the customer throughout the process until he takes over the delivered product. Indeed, the customer may express the need to be trained to the new references induced by a new product
Turnkey formulas are therefore proposed: from the purchase of his property, the ...
5 Regulation
5.1 An incentive-based regulatory framework for individuals
The VAT
In France, there are now * categories of home services with different VAT rates: *.*%, **%, **%. The *.*% VAT rate is reserved for personal care.
The normal rate of VAT (***).
The tax reduction
The individual who uses computer or internet assistance at home can benefit from a tax reduction . Conditions vary according ...
6 Positioning of the actors
6.1 Segmentation
The INSEE NAF code number **.**Z corresponds to the activity of "Repair of computers and peripheral equipment".
The IT support market is still very fragmented, but there are still * main types of players:
- CIEL MON ORDI
- OPTIM ORDI
- NANCY DÉPANNAGE
- ADECS
- Solutions 30
- Docteur Ordinateur
- Bugbusters
- AIRRIA
- B’DOM
- Wavestone
- ANM Informatique
- OrdiAssist
- SOS Informatique
List of charts
- Evolution of the turnover of the home computer troubleshooting
- Home computer equipment rate by age group
- Market size of connected objects (in B2C)
- Estimates of the number of women by age group
- Evolution of the number of men by age group
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Latest news
Wavestone acquires partner QPerior to create "a European consulting champion - 26/07/2023
- Wavestone annual sales: over 500 million euros for the 2022-2023 financial year.
- Value of Wavestone's acquisition of Q_Perior: over 330 million euros.
- Q_Perior sales: 285 million euros last year.
- Wavestone's geographical presence: 9 countries, with the main focus on France (80% of sales), the UK, the USA and Asia.
- Combined sales forecast for both companies: 1 billion euros by 2025.
- Size of combined company in terms of employees: 5,500 worldwide.
- Breakdown of the new entity's business by sector: Banking (21%), Insurance (18%), Energy (14%), Industry & Automotive (13%), Transport & Logistics (13%), Public Sector (10%), Consumer Goods & Luxury Goods (6%).
- Geographical breakdown of the new group: Continental Europe (France 52%, Germany 23%, Switzerland 11%, other countries 3%), the UK (5%), North America (5%) and Asia (1%).
Consulting: Wavestone strengthens its supply chain expertise - 16/11/2017
- Wavestone acquires Metis Consulting
- 40 consultants
- 8.7 M€ in sales
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