Case Study: Qonto scales customer support for Penta migration with Onepilot

Qonto - Customer Case Study

Onepilot was engaged by Qonto to assist following its acquisition of Penta. The customer faced the challenge of needing to rapidly scale its customer service teams in order to seamlessly migrate 50,000 new customers without disrupting service.

Onepilot successfully onboarded 100 agents for this project within just six weeks. This solution delivered excellent customer service results, including a 15-minute first reply time for mail, a 2-minute first reply time for chat, a 4.4 out of 5 customer satisfaction score, and a low 6% ticket reopen rate.

Qonto