How we helped Qonto
The problem
Qonto bought Penta, their german competitor. The customer service teams had to be scaled up quickly to ease the 50K customers to migrate seamlessly.
The results
100
Onepilot agents were onboarded on this project in 6 weeks
15
min
Mail FRT
2
min
Chat FRT
4.4
/5
CSAT, almost unrivalled in the Fintech or Banking sectors
6
%
Reopen rate
How we helped Cabaïa
The problem
Cabaïa wanted to maintain high-quality customer support despite seasonal peaks and a constantly growing volume of requests.
The results
95
%
CSAT thanks to support activation during weekends and evenings
2
min
First response time
6
h
Average handling time
3
weeks
To be fully operational
x
4
Faster first response time with Onepilot
How we helped Pony
The problem
Pony needed to offer native, 24/7 and phone based customer care to its users.
The results
92
%
Phone pick-up rate in less than 1min
8
Languages natively covered
97
%
End-users CSAT
92
%
One-touch tickets
24
/7
Operations
How we helped Alan
The problem
Deliver exceptional customer experiences at scale, no compromises, even at peak season.
The results
90
%
Support chats that receive an answer before 10 min
4.4
CSAT
+100
Agents deployed over France and Spain
66
NPS
How we helped DASH Water
The problem
DASH Water wanted to increase his subscribers volume and AOV, and find an outsourcing partner they can 100% trust.
The results
50
%
Reduction on overall customer service spend
15
%
Average active subscribers
14
%
Orders per subscribers
6
min
Average First Time Response (FTR) by mail
1
min
Average First Time Response (FTR) by chat
How we helped HomeExchange
The problem
HomeExchange needed to deliver a more proactive customer service at every stage of the customer journey.
The results
90
%
CSAT
11
h
First Response Time
How we helped Zego
The problem
Zego was looking for a reliable partner to ensure qualitative and scalable Customer experience operations.
The results
40
FTE shifting 24/7
10
min
Mail FRT
1
min
Chat FRT
33
%
Reduction in abandoned rate
25
%
Onepilot contribution to on-the-floor revenue
+
30
%
Zego internal team NPS increase
How we helped SNCF.Connect
The problem
SNCF.Connect needed a flexible solution to support them during peaks while providing a premium experience to their customers.
The results
>
70
%
CSAT in discussions with agents
1h30
First Response Time
+
250
%
Volume handled during peak periods vs forecast
+
10
%
Volume treated in 2025 vs 2024
3
weeks
Onboarding
6
weeks
To be fully operational
How we helped Le Slip Français
The problem
Le Slip Français wanted to maintain its SLAs during activity peaks while facing +500% increase in customer care tickets.
The results
48
h
Notice to activate Onepilot in extension of Le Slip Français internal customer care teams
36
min
Average first response time by mail
<
2
%
Escalation rate to Le Slip Français internal customer care team
90
%
CSAT thanks to instant, efficient and round-the-clock answers
+
20
%
Internal customer team increase in NPS
