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

Learnings from Onepilot’s Product strategy

May 01, 2025

Hey, I’m Timothe, cofounder of Stellar & based in Paris.
I’ve spent the past years helping 500+ startups in Europe build better product orgs and strategies. Now I’m sharing what I’ve learned (and keep learning) in How They Build.

What’s "How They Build"?

Welcome to the first edition of How They Build — a newsletter dedicated to uncovering how Europe's most interesting tech companies build great products.

👀 Why this newsletter?
Most product strategy content comes from Silicon Valley. But Europe is home to incredible companies that rarely get the spotlight. It's time to learn from them.

🎯 The ambition
To give tech founders and leaders actionable insights from underrated European tech companies — how they build, organize, and grow.

📦 What to expect
In each issue:

A deep dive into a single tech company
A breakdown of their product strategy
Behind-the-scenes on how their product org is structured
Key product & business metrics
A few spicy takes

📅 How often?
Every 2 weeks. Short, sharp, and straight to the point.

📬 Help me improve
Got feedback, thoughts, or companies you'd love to see featured? Just hit reply — I read every message.

🔍 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

Blocked growth: Limited access to large-scale clients
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%).