How Onepilot 10x’ed the EBITDA of an acquired product in 12 months

🔍 TL;DR

• Company: Onepilot (Smart customer outsourcing)
• Challenge: Scaling towards enterprise customers
• Solution: Acquire a company with enterprise customers
• Impact: 10x the acquired company's EBITDA in 12 months
• Takeaway: A structured integration plan with product adaptability is key for acquisition success.

Context

Today, I’m breaking down Onepilot and how they scaled enterprise customer support by integrating a key acquisition, with key takeaways you can start applying tomorrow. Let’s dive in!

Product 101 for Executives

• Per-ticket pricing: Paying a fixed amount for each support ticket handled.
• Agent training: Teaching support agents how to help customers.
• Ticket routing: Sending tickets to the right agent or team.

Disclaimer: The organizational choices and technical solutions shared in this newsletter aren’t meant to be copied and pasted as-is. Always keep your company’s context in mind before adopting something that works elsewhere! 😊

The Company

Onepilot revolutionizes outsourcing by providing 24/7 customer care, sales support, and KYC services across all languages and channels. Leveraging AI to enhance efficiency and reduce costs by up to 50%, Onepilot serves a diverse clientele, including B2B SaaS, e-commerce, fintech, and other industries.

🥵 Their challenge : Scaling Enterprise Support

Onepilot faced the challenge of expanding into larger enterprise accounts, which required overcoming:

• Longer decision cycles for large customers
• Strict procurement requirements that disqualified younger startups
• Scalability issues in traditional outsourced service models

😢 How the Problem Affected Onepilot’s Performance

1. Blocked growth: Limited access to large-scale clients
2. High sales friction: Lengthy sales and onboarding cycles

💡 Their idea to solve the problem

To address this challenge, Onepilot decided to acquire EODOM, a well-established outsourcing company with enterprise clients, and integrate Onepilot’s product-driven model to scale efficiently. At the time of the acquisition, EDODOM was generating €6M in revenue with an EBITDA of €100K (2%).

🤷🏼‍♂️ Why would it work

Onepilot could leverage EODOM’s enterprise relationships while applying their scalable tech-driven model to increase efficiency and profitability.

✅ Their decisions to make it work

🍾 The results

My full interview with Onepilot’s CEO

Dive deeper into this topic with Adrien Hugon, cofounder & CEO of Onepilot, in my latest podcast episode (in 🇫🇷).

🎙️ 📺 Listen now: Youtube / Spotify / Apple Podcasts

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