Onepilot acquires Eodom, the French homeshoring specialist

Onepilot acquires Eodom, joins the top 15 outsourcers and takes Didier Ferrier on board. A winning move. The right cheque, the right offer, at the right time?

Over the last few years, many BPO players, such as Armatis, Myopla and many others, had looked at Eodom and then closed the deal. With the right arguments, we suppose, and by keeping Didier Ferrier as a partner, the founders of Onepilot have made a relevant acquisition. As Célia Chambellan, from Callofsuccess, confirmed in an interview for this month's feature, "home-shoring with independent agents is now clearly seen as an alternative in the French-speaking market: it meets brands' expectations and solves some of their recruitment problems".

Onepilot, the next-generation customer experience outsourcing solution, has announced the acquisition of Eodom, a company founded by Didier Ferrier in 2007, who is also becoming a shareholder in Onepilot. As one of the pioneers of homeshoring in France, Eodom uses independent agents working from home. The merger has propelled the two companies together into the top 15 of the leading outsourcers in the French market, with combined sales of over €20 million, spread across more than 250 customers, 110 employees and a base of more than 2,000 active agents.

"Eodom excels in voice and key accounts, while the technology developed by Onepilot enables it to stand out in written channels and for mid-sized players. We fell in love with Didier Ferrier and his team immediately, and our joint customers and partners were the first ambassadors for this project," sums up Pierre Latscha, co-founder of Onepilot.

For Didier Ferrier, "Onepilot's innovative technological approach, combined with Eodom's recognised business expertise, forms a perfect alliance to challenge the incumbent players in the market. We have been impressed by Onepilot's rapid growth, its technological approach and the power of its artificial intelligence models. We are delighted to be part of the ambitious project led by Onepilot."

Eodom was one of the disruptors of the outsourced call centre market, believing before anyone else in the virtues of independent agents. Thanks to a social model and relentless monitoring of the legal aspects of this type of model, the Eodom team has been able to recruit, align and organise the production of telesales and customer service operations with thousands of independent call agents. Taxis G7, La Redoute, M6 Boutique, Homeserve, Direct Energie and Parc Astérix are or have been customers of the Boulogne-Billancourt-based company, which has also tried its hand in other countries and provinces, such as Spain and Quebec.

Winning over major accounts 
Since its creation in 2021, Onepilot has already won over major players such as Qonto (Finance), Getaround (Mobility) and the Seb Group (Retail) thanks to its technological approach, which gives its agents +30% efficiency compared with market standards. Eodom has always worked with France's leading advertisers, such as Décathlon, La Redoute, Parc Astérix, G7 and Speedy, and is recognised for its operational expertise.

Together, the two companies provide a comprehensive response to the expectations of key accounts: quality of service, efficiency and flexibility.

Rapid consolidation momentum confirmed
After the successful acquisition of Hubware in 2022 (an Artificial Intelligence solution designed to maximise the productivity of customer support agents), Onepilot is confirming its strategy of development through external growth. Onepilot's strategy is to acquire other contact centres, equipping them with its technology to improve operational efficiency. The acquisition of Eodom marks a strategic step, positioning Onepilot as a genuine market aggregator to shape the renewal of the outsourced customer experience.

Stepping up its international expansion 
Onepilot operates from 3 offices in Paris, London and Hamburg. The company also covers all European languages on behalf of its customers, thanks to native agents based locally in these countries. The ambition is to strengthen its international network, particularly in the United States, where Onepilot already has a number of high-profile clients.

Continuing to invest in technology
The Onepilot platform already benefits from over 50 software integrations with ticketing tools (Zendesk, Intercom, etc.) and back-office applications (Shopify, Prestashop, etc.), among others. Combined with its proprietary AI models, these integrations enable Onepilot to pre-resolve tickets manually for its agents, so that they can concentrate on personalising, adapting and anticipating in response to a given situation and/or context. All this to provide the emotional intelligence required for a successful customer experience.

Didier Ferrier, the Jacques Mesrine of BPO? 
The former telecoms engineer, who worked for 9Telecom, hasn't borrowed his penchant for illegality from the famous bandit of the 70s, but he has broken new ground in his field, opening up new perspectives, particularly in the HR management of call centre agents. Below, check out the on-the-spot video shot by the En-Contact team at a trade show. The DF puncheur is passionate!