When Audrey Lagerqvist took over as COO of Betao, she had one clear objective: scale the business while keeping the customer experience as strong as ever.

With thousands of solopreneurs relying on Betao to navigate France’s complex administrative landscape, growth couldn’t come at the expense of service quality.

“We didn’t expect such great results.”

About Betao: Empowering France’s Solopreneurs

Betao is a legaltech company on a mission to simplify entrepreneurship in France. Through its flagship platform, Portail Auto-Entrepreneur, the company supports solopreneurs from registration to invoicing, compliance, and beyond.

With over 500,000 entrepreneurs supported since launch, Betao has become a pillar of France’s entrepreneurial ecosystem, particularly within the auto-entrepreneur segment, which now represents 60% of all new company formations.

But with growth came a challenge: how to maintain an exceptional level of customer support, managed fully in-house since day one.

That’s where Onepilot came in.

The Turning Point: More Customers, More Pressure

As Betao scaled, seasonal peaks, especially in January and September, became harder to manage.

“We’d reached a limit. We were handling everything internally, but the more customers we had, the more pressure there was on the support team. We needed to scale without growing the team indefinitely.”

The internal team was already lean and efficient, leveraging tools like Front, HubSpot, and RingOver to stay on top of operations. But it was clear they had reached capacity.

Outsourcing became a real consideration, but with strong reservations.

“People immediately think of offshore call centers, long wait times, and language barriers. That’s not what we wanted. We needed a partner, not a vendor.”

Why Onepilot Made Sense

After exploring several providers, Betao selected Onepilot based on three core strengths:

• Cost-efficiency without compromise

“To be honest, in terms of price and quality, Onepilot was really the best. The model they’ve built allows for competitive pricing without sacrificing quality.”

• Tech-savvy and process-driven

“From the first call, it felt like we spoke the same language. Their team integrated seamlessly with our tools and workflows.”

Onepilot’s agents worked directly within Betao’s stack from day one, reducing manual tasks and focusing on what matters most.

• Native French-speaking agents

Onepilot’s network of France-based agents, many of whom are entrepreneurs themselves, was a game changer.

“Onepilot’s agents being mostly entrepreneurs, they were able to quickly use the proper verbatim and tone of voice.” 

“There is always a solution, which we end up figuring out together. Everything is simple, and our relationship with Onepilot is meant to last.”

Use Case: Versatility Across Channels and Languages

Onepilot now supports Betao across several missions:

• Sales calls to convert inbound leads

• Inbound support for topics like account creation, payments, and KYC

• Multilingual support in French, English, and German

• Coverage across Level 1, 2 and 3 requests

• Omnichannel: Email, Chat, and Voice

Onboarded in Weeks, Not Months

“We were up and running in three weeks. That’s lightning-fast compared to the three-month timeline we saw with more traditional providers.”

The ramp-up was frictionless. Betao started with simple queries, and quickly expanded into more complex workflows, such as document verification and legal formality handling.

“We made a test with another competitor , a small, traditional call center , and it was super long to implement.”

Real Results, Measurable Impact

In just a few months, the numbers spoke for themselves:

• NPS: 65%

• Pickup rate: 90%

• First response time: < 2 minutes

• Cost per file reduced by 4-5x for some activities

• 1462 new clients signed, with a 4.4% success rate

• Internal teams gained bandwidth for more strategic and high-touch cases

“I thought we might lose something in terms of quality. But we didn’t. The KPIs held steady. The Onepilot agents are delivering service that’s on par with our in-house team.”

“Well, in terms of impact, Onepilot helped us save money while handling more volume. They helped us scale.”

More Than a Provider: A True Partner

What stands out most for Audrey isn’t just the operational success , it’s the partnership.

“Raphaël, Antoine, Teresa , they’re always available. We have regular check-ins, they bring ideas, they take feedback seriously. It doesn’t feel like outsourcing. It feels like we’re building something together.”

“We appreciate the transparency, agility, and responsiveness of Onepilot, which gives us confidence in the future of our collaboration.”

Onepilot’s model includes team leads and support, without extra costs , something traditional providers often charge as a premium.

“I would never recommend a traditional BPO after working with Onepilot. Full confidence you're going to kill the market.”

Looking Ahead: The Human-AI Balance

Audrey is now watching how Onepilot integrates AI to improve further.

“Human interaction won’t disappear, and we don’t want it to. But there’s definitely a way to make it smarter. I’m excited to see how AI can help agents work faster and better, while keeping the experience personal and authentic.”

Final Word

“If someone asked me for advice about outsourcing, I’d say forget the old-school model. There’s a new generation of support partners out there. Onepilot is one of them.”

"They helped us scale.

They helped us stay cost-effective.

Most importantly, they helped us maintain level of service our customers expect, and deserve."