Some brands talk about customer experience. Others make it their competitive advantage. SPRiNG belongs to the second category. 60% of tickets automated, a CSAT of 4.57/5, teams finally focused on what truly matters. Here's how.

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About SPRiNG

SPRiNG was founded by Laure, Philippe and Ben with a simple conviction: the products we use at home deserve the same attention as what we eat. Laundry tablets in cardboard packaging, plastic-free refills, and ultra-clean formulas. 150,000+ subscribing households, 92% reorder rate. Customer support is not a department at SPRiNG. It's an extension of the brand's identity.

The challenge: making support a driver of growth

Order tracking, delivery changes, subscription updates: thousands of interactions every month, at any hour, any period, any volume. SPRiNG's ambition was to handle every one with the same quality, without scaling headcount at the same pace, and without subscribers ever noticing a difference compared to a human response.

"In a subscription model, churn is one of the first metrics we watch. Every support interaction has a direct impact on it. We needed to handle more requests, at the same quality level, without growing the team." — Ben Guerville, Co-founder, SPRiNG

Why SPRiNG chose Onepilot

SPRiNG wanted to go further: more automation, a higher CSAT, and a partner able to own the entire operation. The brand wanted an outcome, not a tool to manage.

Onepilot's AI wasn't built in a lab. It was built in the field. 5+ years of BPO experience across 250+ brands enabled a granular interaction-by-interaction understanding of what works and what must remain human. Every customer request resolved by an agent feeds the platform, which creates new workflows and improves automatically.

What we built together

First: map.
At Onepilot, we analyze before we build. Every customer request is sorted and categorized to map out clear resolution paths, this foundational work is what makes automation reliable.

Test the experience.
We never launch without certainty. In pre-production, we test AI workflows against real customer inquiries. We put ourselves in your customers' shoes: verifying that the AI follows the correct logic and fine-tuning together until you are fully satisfied. This testing ground ensures a seamless rollout and rapid results.

Native integration across SPRiNG's ecosystem.
Native connections to Gorgias for helpdesk, Shopify for orders, Recharge for subscriptions, and Mondial Relay for logistics. Some of these integrations didn't exist yet; Onepilot invested the necessary resources to build them, so SPRiNG didn’t have to mobilize its own technical teams. Actionable AI then executes processes directly within these tools, handling refunds, changing pick-up points, or modifying subscriptions. 100% of complex or emotional requests are seamlessly transferred to SPRiNG agents.

Onepilot runs the improvement programme, so you don't have to.
With a model based on aligned interests: the more automation progresses, the more SPRiNG optimizes costs, and the more Onepilot performs. To guarantee this momentum, our teams audit 100% of subscriber feedback and a representative random sample of other interactions every month. Monthly review with SPRiNG teams: process evolution, action plan. SPRiNG assists. Onepilot executes.

• Stack: Gorgias · Shopify · Recharge · Mondial Relay : 14 intents, 49 active workflows

• 2-week deployment, zero client effort: SPRiNG provides processes, Onepilot configures, tests and goes live

• Billing only on fully automated tickets, with no human intervention

• Monthly business review: Onepilot runs the debrief and action plan. SPRiNG attends, Onepilot executes

• ISO 27001 certified, full GDPR compliance

The results

Going from 44% to 60% automation represents a +36% increase in coverage, achieved by building back-office workflows the previous solution didn't cover. CSAT improved from 4.36 to 4.57/5 in the same move. The -24% cost reduction reflects the shift from a predominantly human-handled operation to one where more than half of customer requests are resolved autonomously by the platform.

Internal agents, freed from 16 percentage points of volume, now focus on high-value requests where human presence truly makes the difference. They flag tickets for improvement, Onepilot fixes and refines the models. This virtuous loop is what has driven automation to the 60% mark today.

"Onepilot made a simple promise: reduce costs, maintain CSAT, without requiring our involvement. In this industry, simple promises are often the first to break. Not this time. CSAT improved, costs went down, and we barely had to manage anything. That's rare." — Ben Guerville, Co-founder, SPRiNG

What's next

SPRiNG and Onepilot are moving forward on a shared roadmap:

• Consolidate and scale past 60% automation by broadening scope and fine-tuning models.

• Enrich analytics to turn every interaction into a strategic insight for the brand

• Deploy pre-purchase AI support so the SPRiNG experience starts before the first order

Conclusion

What SPRiNG built is a support operation that handles more requests, with a better CSAT, and lower costs. Not by hiring. By leveraging an AI trained on millions of real human interactions. That's what makes it possible to find the right balance between customer satisfaction and cost efficiency.

Ready to break through your support ceiling?

Get your automation estimate in 48h: v.chertier@onepilot.co  |  +33 6 58 05 30 63