The Onepilot Journey in a Few Words

We launched Onepilot in 2021 with two key observations:

• Customer inquiries via email, chat, or phone have surged over the past 20 years, and many brands struggle to manage them in-house due to non-business hours, staffing costs, and fluctuating volumes.
  
  

• The technological tools used for customer support are highly fragmented and inefficient, making the job manual and costly.

Our idea was to provide e-merchants with 24/7 responsive customer support agents and technology that makes their work as simple as possible.

In just over three years, we have partnered with approximately 300 of the best companies in Europe across various sectors and sizes, growing from zero to 25 million euros in revenue.

The Importance of Operational Quality for Our Clients

At Onepilot, our primary mission is to guarantee exemplary service for our clients. Achieving ISO 18295-1 certification in September 2023 was a key milestone in reinforcing our commitment to customer satisfaction and process reliability.

Why Did We Choose Certification?

The ISO 18295-1 standard aligns with international best practices for contact centers and outsourced customer service. While we already had many processes in place, we wanted to rely on this standard to optimize every step—from agent training to client relationships and dissatisfaction management. By meeting the requirements of ISO 18295-1, we refined our approach and better aligned our objectives with those of our clients.

What ISO 18295-1 Taught Us About Our Operational Processes

1. Identifying Client Needs: The certification helped us strengthen our understanding of customer expectations and requirements. We implemented several concrete actions to better grasp each client’s unique challenges and address them more effectively.
   
   

2. Optimizing Workflows: The standard provided a structured framework to examine our workflows in detail, reduce bottlenecks, and improve information flow between teams. For instance, we revamped our escalation processes to accelerate the resolution of complex situations.
   
   

3. Documentation and Analysis: Through the certification audit, we recognized the value of precise and detailed documentation. This approach allows us to standardize practices and establish a continuous improvement cycle, fostering transparency and alignment across the team.

Our Client Onboarding Experience: A Successful Transformation

At Onepilot, onboarding is more than just a technical integration—it’s a personalized experience for each client.

Since obtaining certification, we have structured our onboarding process around this standard. Clients are involved from the outset so our teams can fully integrate their specific expectations. Our client training, integrated into our Academy, is highly customized, ensuring that our agents understand not only the client’s products and services but also their brand culture and values.

More Than a Standard—A Continuous Commitment

ISO 18295-1 was a significant milestone in our journey toward excellence. This standard has helped us evolve our processes to benefit both our clients and our employees.

By staying attuned to emerging needs and continuously improving our processes, we are committed to delivering support services that go beyond ISO standards.

It’s an ongoing commitment to high-quality customer support. We invite our partners and potential clients to reach out to learn more about our approach, which is based on transparency, innovation, and continuous improvement.

Our Tips for a Successful Certification Audit

Undergoing a certification audit can be daunting, but with proper preparation, it can be a rewarding experience. Here are some practical tips to help you succeed:

Preparation

• Understand the standard’s requirements: Familiarize yourself with the standard, as it serves as the reference document throughout the audit.
  
  

• Set a realistic timeline: Plan each step of the process, including time for corrective actions, testing, and potential revisions.

Collaboration with the Auditor

• Proactive communication: Maintain open discussions with the auditor to clarify expectations and key focus areas.
  
  

• Comprehensive documentation: Ensure all required documentation is up-to-date and easily accessible. This includes policies, procedures, reports, and compliance evidence.

Team Preparation

• Training and awareness: Involve all stakeholders in the certification process and present key points and their impact on daily operations.
  
  

• Audit simulations: Conduct mock audits (as role-playing exercises) to familiarize the team with the audit process and identify potential gaps.

Audit Management

• Welcoming the auditor: Prepare a workspace for the auditor and ask any questions you may have about the audit process.
  
  

• Transparency: Be honest about areas under improvement—no system is perfect, and auditors understand this.

Post-Audit Actions

• Analyze results: Take time to debrief after the audit to understand non-conformities, strengths, and areas for improvement.
  
  

• Action plan for corrections: If non-conformities are identified, quickly implement a corrective action plan and ensure rigorous follow-up.

Key Figures

• Project duration: 6 months from kickoff to audit.

• Internal resources involved: Quality, Operations, HR, Executive Committee, Security.

• Audit duration: 3.5 days.

• Audit cost (for a 3-year cycle): €8,350.

• Time between audit completion and certificate issuance: 2 months.

Interested in starting a quality certification process and have questions? Feel free to contact our compliance manager at manon@onepilot.co.