How FlexiFleet Scaled Customer Service Capacity with Onepilot

About FlexiFleet

Founded in 2016, FlexiFleet is a French company specializing in long-term car rentals for ride-hailing drivers. Today, FlexiFleet manages +3,000 vehicles across France, mainly in Paris and other major cities.

FlexiFleet’s CX Challenge

Until 2021, customer relations were handled informally by sales teams. Three years ago, FlexiFleet created a dedicated customer care department with 8 agents and a supervisor. But the workload quickly outpaced the team’s capacity.

• In 2024, FlexiFleet received 23,775 inbound calls and answered 44.5% of them.
  
  

• For ride-hailing drivers, the phone is the main communication channel, and unanswered calls created dissatisfaction.

“The question was simple: how can we capture more of the phone traffic, and do it better?”
David Barlier, Customer Experience Director, FlexiFleet

At the same time, call volumes exploded far beyond forecasts. In the first 9 months of 2025, FlexiFleet had already handled as many calls as in the whole of 2024. Forecasting was particularly difficult given the typology of FlexiFleet’s clients : ride-hailing drivers whose needs can spike unpredictably.

On top of that, calls are highly seasonal, concentrated at the beginning and end of each month. This meant the internal team could never be staffed adequately to absorb these peaks. Without external support, it was simply impossible to cover demand with internal FTEs alone.

Why FlexiFleet Chose Onepilot

With calls going unanswered and agents overwhelmed, FlexiFleet needed an outsourcing partner. After a disappointing past experience with another provider, FlexiFleet turned to Onepilot, recommended by Zendesk partner SEIF.

“We had a chronic incapacity to answer the phone. We needed a partner who could plug into our existing tools and help us scale.”
David Barlier, Customer Experience Director, FlexiFleet

The Onepilot Solution for FlexiFleet

Since April 2025, Onepilot has managed FlexiFleet’s inbound phone calls, directly creating tickets in Zendesk for the internal team to follow up when needed.

Key features of the partnership:

• Coverage from 8am to 7pm, weekdays

• Native integration with Zendesk

• Dedicated agents trained on FlexiFleet’s processes

“What I appreciate with Onepilot is the availability of their teams and managers. They are always attentive, and they really understand our business.”
David Barlier, Customer Experience Director, FlexiFleet

FlexiFleet x Onepilot: The Results

• Answered calls: from only 44.5% in 2024 to 78.7% over the last 3 months. 12,900 calls handled year-to-date vs. 6,300 over the same period last year → 100% increase in answered calls.
  
  

• Average wait time: 1.4 minutes
  
  

• Quality score: 93.3%
  
  

• CSAT remained stable despite volumes increasing by 30%.
  
  

“We managed to maintain customer satisfaction at the same level, even though our call volume increased dramatically.”
David Barlier, Customer Experience Director, FlexiFleet

What’s Next

FlexiFleet and Onepilot aim to go further:

• Improve CSAT even more
  
  

• Expand the scope beyond customer support, potentially to commercial calls and insurance-related flows
  
  

• Continue optimizing processes through quality monitoring and a stronger voice-of-customer approach. Thanks to Onepilot’s reporting and quality reviews, FlexiFleet can better capture customer feedback and use it to adjust both product and market strategy.
  
  

“We hope to keep improving together and maybe even extend the partnership to other activities, including outbound. The engagement is there, and that’s what matters.”
David Barlier, Customer Experience Director, FlexiFleet

Conclusion

FlexiFleet’s story shows how outsourced customer service can be both scalable and high quality when done right. With Onepilot, FlexiFleet has doubled its call handling capacity while keeping satisfaction steady, a crucial advantage in the highly competitive mobility sector.