Les cas d’Or 

Les cas d’Or celebrate the operational successes of digital technology in French companies and organizations by bringing together key players in the ecosystem. Through this ceremony, the entire digital profession is celebrated! In the case of the collaboration between Onepilot and Decathlon, it focused on retail, specifically outsourced customer relations.

After presenting the use case to a renowned jury, the verdict came in... and with it, the first prize! This award is a testament to the effectiveness of our partnership, and together, we continue to rethink outsourced customer relations, keeping the satisfaction of the end customer at the heart of our actions.

Decathlon overview

Since its creation in 1976, Decathlon has been the undisputed leader in the distribution of sporting goods. In a few numbers, the brand represents:

For Decathlon, customer relations are crucial and revolve around three key pillars:

1. Proximity: This is expressed through a friendly, human approach that strengthens the sense of trust between the brand and its customers. They prioritize attentive customer service, where in-store and online teams are trained to advise and guide consumers in their choices.

2. Omnichannel Integration: To meet new consumer habits, Decathlon has implemented an omnichannel strategy that allows customers to seamlessly navigate between stores, the website, and all communication channels. This integration optimizes the customer experience and improves purchasing efficiency.

3. A unified experience before, during, and after purchase: Decathlon aims to offer a consistent experience at every stage of the customer journey, ensuring that the customer enjoys high-quality service. This strengthens customer satisfaction and loyalty.

Decathlon's support

Decathlon's customer support is focused on service and customer passion. To meet these challenges, the multi-sport expert uses various tools such as Square OMS, Genesys, Oracle, Iadvize, and Mirakl. They have more than 200 agents, including 130 with Onepilot. Decathlon's digital availability is provided through several channels (chat, email, phone, WhatsApp, and Messenger) every day from 7 a.m. to midnight.

The beginning

During the COVID-19 pandemic, with 330 stores closed, online sales skyrocketed! A 500% increase, to be exact. This surge in demand naturally multiplied the number of customer service tickets. The multi-sport expert needed to focus on their support team and train agents in an unprecedented context.

Reasons for Decathlon’s adoption of Onepilot

A commitment to quality is one of the main reasons why the market leader chose to work with Onepilot. The agents are entrepreneurs driven by a mission of empathy and professionalism. A matchmaking process was created to select agents who are passionate about sports and are themselves customers of the brand. They are proud to contribute to Decathlon's activities.

The flexibility and responsiveness of Onepilot's service is also essential. They can activate services flexibly and granularity, with setup times ranging from 1 to 3 weeks. 

This agility allows them to effectively meet Decathlon’s needs according to their peaks in activity, whether anticipated or not.

Onepilot's expertise in agent training and skill development is another major asset. The agents' training is carried out within a proprietary Learning Management System and instills a culture of feedback for continuous improvement.

Claire Chombeau, E-Commerce Customer Relations Manager, said: "Impressed by your ability to understand our situation and your professional skills in customer relations."

The future of the relationship

Today, Onepilot handles over 70% of Decathlon France's interactions. Guillaume Lassalle, Head of Customer Relations, shared: "Onepilot allows us to aim for relational excellence. The end customer sees no difference between our internal agents and those from Onepilot, as demonstrated by their SLAs. Our collaboration perfectly aligns with the evolution of our processes and the agility required for a company like Decathlon."

Onepilot's goal is to maximize customer satisfaction by maintaining a high level of quality and continuously improving services. The global leader has decided to continue the collaboration with Onepilot in managing activity peaks, expanding the scope with new languages and processes in new countries. All this is possible thanks to the native, locally-based agents who provide relevant and high-quality responses.