Legal mentions, privacy policy and cookies
Publisher
The onepilot.co website is published by Onepilot, SAS with a capital of 1 933,73 €
Its head office is located at 5 rue Lallier - 75009 Paris and it is registered with the RCS Paris under the number SIREN 889 956 124
Director of publication
M. Pierre LATSCHA
Hosting
This site is hosted by:
The company Webflow, established at 84 bis Avenue de Fontainebleau, 94270 Le Kremlin Bicêtre and registered with the RCS of Créteil under the number SIREN 882 001 472
Preamble
Onepilot ("Onepilot", "We" or "Us") publishes and offers a website (the "Site") and a solution for outsourcing customer support (the "Solution"). Onepilot is a SAS with a share capital of 1,933.73 euros, registered in the Paris Trade and Companies Register under number 889 956 124, whose registered office is located at 5 rue Lallier, 75009 Paris.
Our Site and Solution collect and process certain personal data from our visitors, customers, end users and prospects ("Visitors", "Customers", "Prospects" and collectively "Users").
For Onepilot, the security of Users' personal data is a priority. This document details the way in which Onepilot collects and processes this data and informs Users of the measures taken to ensure their protection in accordance with the provisions of Law n°78-17 of 6 January 1978 as amended and the General Regulation, EU 2016/679, on data protection ("GDPR").
Identity of the controller
When browsing the Site
When Users browse the Site, Onepilot is responsible for the collection and processing of personal data.
When using the Solution
When our Clients use the Solution, we process, on their behalf, personal data belonging to them or their staff and end users.
Our Clients are responsible for the processing of this data. They are therefore solely responsible for complying with their legal and regulatory obligations in the context of the data processing that they carry out themselves, with their own resources and for their own needs.
Onepilot, as a service provider, acts as a processor. As such, we undertake to comply with all the obligations incumbent on subcontractors, in accordance with Article 28 of the GDPR.
Processing of personal data
Legal basis for processing
Onepilot may process personal data relating to Users if any of the following conditions apply:
- Users have given their consent for one or more specific purposes;
- The provision of personal data is necessary for the performance of an agreement with the User or for any pre-contractual obligation of the User;
- The processing is necessary to comply with a legal obligation to which Onepilot is subject;
- The processing is related to a task carried out in the public interest or in the exercise of official authority vested in Onepilot;
- The processing is necessary for the purposes of the legitimate interests pursued by Onepilot or by a third party.
3.2. Description of the treatment
Category of personal data processed
Purpose of the processing
Legal basis
Identification data (surname, first name, e-mail address, postal address, telephone number, etc.)
Provision of the Solution in accordance with the service contract
Contract signed between the Customer and Onepilot ;
Legal obligation;
Consent for marketing communications.
Financial data (bank details, billing address, etc.)
Commercial relationship management: carry out operations relating to customer management concerning contracts, orders, deliveries, loyalty programmes, follow-up of the relationship with customers.
Exchange data with Agents (information on end-users, ...)
Invoicing and collection: managing invoicing, unpaid bills and collection procedures.
Litigation: to manage possible litigation related to the use of our products and solutions.
Commercial and marketing actions: building a file of registered members, sending newsletters.
3.3. Prospects
Category of personal data processed
Purpose of the processing
Legal basis
Identification data (surname, first name, e-mail address, company, job held, etc.)
Demos and marketing communications.
Consent: by filling in the "Demo" form, the prospect expressly authorised Onepilot to contact him/her;
Our legitimate interest in finding new customers and partners.
Duration of storage of personal data
4.1. Concerning customers' personal data
The personal data of our customers will not be kept beyond the period strictly necessary for the management of our contractual and commercial relationship with them.
However, the data that enables us to establish proof of a right or a contract, or that must be kept in order to comply with a legal obligation, will be kept for the period provided for by the law in force.
As regards any prospecting operations aimed at customers, their data may be kept for a period of three years from the end of the commercial relationship.
4.2. Concerning the personal data of prospects
Personal data relating to a prospect, who is not a customer, may be kept for a period of three years from the date of collection or the last contact from the prospective customer.
At the end of this three-year period, we may contact the prospect again to find out whether he or she wishes to continue receiving commercial solicitations.
Concerning the management of the lists of opposition to receive prospecting:
The information enabling us to take into account the prospect's right to object is kept for a minimum of three years from the time the right to object is exercised.
4.3. Concerning audience measurement statistics
The information stored in the users' terminal or any other element used to identify the users and allowing their traceability or frequentation will not be kept beyond thirteen (13) months.
Recipients of the personal data collected
5.1. Our employees
At Onepilot, only our authorised employees will have access to our Users personal data.
5.2. Our agents and sub processors
We will share the personal data of our customers and their end users with our agents and any subcontractors.
We take care to work only with service providers who protect the personal data to which they have access and comply with applicable law.
Our agents and subcontractors only receive the information that is strictly necessary for the performance of their services. Under no circumstances are they authorised to use this personal data for any other purpose than that of the service in question.
In accordance with Article 28 of the GDPR, access to personal data by our agents and subcontractors is subject to a written agreement.
5.3. Legal compliance
In order to comply with our legal obligations, personal data may also be sent to public bodies, court officials, legal officers, auditing bodies (auditors in particular) and bodies responsible for debt collection.
Location of personal data and outsourcing
The personal data we process is stored by our cloud hosting provider, Digital Ocean, located in Germany.
In order to perform our duties, we may transfer some of Users personal data to sub processors located in the United Kingdom. The UK is considered by the European Commission to have an adequate level of protection.
Communications from Onepilot
Users may receive various communications from us, by email only. These communications concern in particular new products (news, new feature releases, etc.). Users will have the possibility to unsubscribe from these communications, directly via the link in the email or by contacting us at privacy@onepilot.co. .
Transfer of personal data
We do not sell our users' personal data, whether collected on the Site or provided by Users while using the Solution.
Security
We inform our users to take all useful precautions, appropriate organisational and technical measures to preserve the security of their personal data and in particular, to prevent them from being distorted, damaged or accessed by unauthorised third parties.
Access to personal data
In accordance with the French Data Protection Act No. 78-17 of 6 January 1978 and the General Data Protection Regulation (GDPR), Users have the following rights:
- Withdrawal of their consent at any time. Users have the right to withdraw their consent to the processing of their personal data;
- Opposition to the processing of their personal data. Users have the right to object to the processing of their data if such processing is carried out on a legal basis other than consent;
- Access to their data. Users have the right to be informed of all information held by Onepilot about them and to obtain a copy of the data being processed;
- Verification and rectification. Users have the right to verify the accuracy of their personal data and, if necessary, to request that it be updated or corrected;
- Limitation of the processing of their data. Users have the right, under certain conditions, to limit the processing of their data;
- Deletion of their data;
- Return or portability of their data. Users have the right to recover their data in a structured, commonly used and machine-readable format and, if technically possible, to transmit it to another controller. This provision applies provided that the data is processed by automated means and that the processing is based on the User's consent, on a contract to which the User is party or on pre-contractual obligations.
To exercise these rights or if Users have any questions about the processing of their data, they can contact our Data Protection Officer at the following address
- e-mail address: privacy@onepilot.co;
- postal address: 5 rue Lallier, 75009 Paris;
In the event of exercising one of these rights, Onepilot reserves the right to ask the user for information proving his/her identity or, in case of reasonable doubt, a photocopy of his/her identity card.
We remind users that they have the possibility of lodging a complaint with the CNIL if they feel, after having contacted us, that their rights have not been respected.
Modifications
We reserve the right, at our sole discretion, to change this policy, in whole or in part, at any time. Such changes will be effective upon posting of the new policy. Users' use of the Site and the Solution after such changes become effective will constitute their acknowledgement and acceptance of the new policy.
Cookies
Cookies are text files, often encrypted, stored in Users browser. They are created when a user's browser loads a particular website: the website sends information to the browser, which then creates a text file. Each time the user returns to the same site, the browser retrieves this file and sends it to the website's server.
At Onepilot, we use several types of cookies:
Technical cookies are used throughout Users browsing experience to facilitate and perform certain functions. A technical cookie may, for example, be used to remember the answers entered in a form or the user's preferences regarding the language or layout of a website, where such options are available.
We use technical cookies to provide our users with an optimal browsing experience. These cookies are stored in their browser for a period of thirteen (13) months.
- Advertising cookies are third-party cookies that may be created not only by the website on which the user is browsing, but also by other websites displaying advertisements, announcements, widgets or other elements on the page displayed. These cookies can be used to carry out targeted advertising, i.e. advertising determined according to the user's browsing habits.
We do not use advertising cookies. However, if we were to use them in the future, we would inform users in advance and they would have the opportunity to disable these cookies.
- Analytics cookies are third-party cookies that allow us to know the use and performance of our Site and our Solution so that we can improve its operation. These cookies may be deposited by Onepilot or third party service providers. We use Google Analytics which is a statistical tool for audience analysis. If our Users consent to its use, Google Analytics will generate a cookie allowing us to measure the number of visits to the Solution, the number of pages viewed and the activity of visitors. The retention period of this cookie is mentioned in article 4.3. of this Policy.
We remind Users that it is possible to refuse the deposit of third-party cookies by configuring their browser.However, such a refusal could prevent the proper functioning of the Solution.
ONEPILOT'S COMMITMENTS
Onepilot was founded in 2021 to provide corporate customers with both available, responsive customer support agents around the clock and technology that makes their jobs as easy as possible. Since our first year of existence, Onepilot's vision and values have been defined around two main objectives:
- Reinventing customer support standards - we're doing everything we can to create a market leader in outsourced customer support
- Building a rewarding environment for our team - the way we work is as important as the economic objective we pursue
After reaching over 150 customers and €10m in annual revenues in just 2 years, we are committed to a CSR (Corporate Social Responsibility) approach in 2023, to ensure that governance tools and best practices are put in place to support our economic growth on the path to sustainability and both social and environmental responsibility.
This commitment is reflected in an initial action plan drawn up for the year 2023-2024 around 3 major axes: the enhancement of human capital and working conditions within Onepilot, respect for our heroes and the company's environmental responsibility.
These key areas are all broken down into concrete commitments on a number of themes, such as transparency, career development, reducing our environmental footprint and improving working conditions. They enable us to co- construct a framework. It is then up to all of us, together, to bring these commitments to life on a daily basis and ensure that we build a responsible, forward-looking company.
DECLARATION OF CSR COMMITMENTS
The CSR policy is defined in line with Onepilot's ethical principles and its desire to respect and promote the principles affirmed by
- the Universal Declaration of Human Rights ;
- fundamental ILO conventions, including Convention 29 concerning Forced or Compulsory Labor, Convention 87 concerning Freedom of Association and Protection of the Right to Organize, Convention 98 concerning the Application of the Principles of the Right to Organize and to Bargain Collectively, Convention 100 c o n c e r n i n g Equal Remuneration; Convention 105 concerning the Abolition of Forced Labour, Convention 111 concerning Discrimination in Respect of Employment and Occupation, Convention 138 concerning Minimum Age for Admission to Employment, Convention 182 concerning the Prohibition and Immediate Action for the Elimination of the Worst Forms of Child Labour;
- United Nations Global Compact;
- Women's Empowerment Principles;
- the 17 Sustainable Development Goals (SDGs) adopted by countries within the UN;
- the Paris Climate Agreement and the Montreal Protocol;
- Global Reporting Initiative (GRI) guidelines;
- the recommendations of the Task Force on Climate-related Financial Disclosure (TCFD).
Implementing a CSR approach is a growth driver for Onepilot, because in addition to being aligned with the company's values, it contributes to
- boost employee motivation and commitment
- attracting top talent;increase Onepilot's competitiveness by improving its environmental impact (energy, waste, etc.);
- foster long-term, trust-based relationships with our stakeholders (customers, agents and suppliers).
HUMAN CAPITAL DEVELOPMENT
Pilots are the key to success at Onepilot. Putting them in the best possible working conditions is a source of fulfillment and performance.
Promoting well-being at work and protecting Pilots' mental integrity
Local communication is a strength at Onepilot. Every month, we anonymously survey internal teams to detect weak signals and propose concrete action plans. Pilots' well-being is at the heart of our concerns.
Among the ways in which we promote the well-being and protection of Pilots' mental integrity are :
- A working environment conducive to comfort and concentration. The The work environment is adapted and rigor is coupled with a convivial corporate life that includes team building and outdoor events.
- Flexible teleworking reduces commuting times and promotes a harmonious life balance.
- Last but not least, all Pilots on permanent contracts have executive status, with annual RTTs to enable them to organize their work as effectively as possible.
In figures:
- 65 Pilots on permanent contracts at September 1, 2023
- An average of 10 teleworking days per month per Pilot by June 30, 2023
Enhancing and developing Pilots
Recognition of Pilots' investment strengthens their commitment and job satisfaction.
At Onepilot, we identify key skills to be improved during HR reviews twice a year, during which performance and development prospects are discussed. A personalised action plan is drawn up jointly with the Pilot, enabling him or her to evolve and learn.
During Lunch and Learn (fun workshops), each Pilot is able to pass on his or her knowledge on a chosen topic. This action is the emblematic example of skills transfer at Onepilot.
HR reviews are the perfect example of how we value our Pilots: we offer the possibility of rapid advancement twice a year through raises or internal mobility.
Last but not least, each Pilot holds BSPCEs and is therefore fully involved in the company's growth. Every effort is rewarded.
Promoting exchange within the company
There are several levels of communication at Onepilot: individual and collective. Whatever the level, transparency is central.
- HR reviews: a time f o r individual discussion. During this interview, the Pilot talks about his professional aspirations (training and learning new skills). Prior to the discussion, we focus on Onepilot's strategic direction, to ensure that everyone has a clear vision of what's at stake. Concerns related to work organization or managerial issues are then addressed. The Human Resources team is on hand to listen, advise and suggest solutions to help you grow and develop.
- The CSE: a time for collective exchange that takes place once a month. A budget has been set up to support cultural, social and sporting activities.
Fight against all forms of discrimination
Valuing the diversity of skills and perspectives can lead to greater creativity and more informed decision-making.
For this reason, we make sure that a recruitment process is put in place for more objective and transparent. Candidate selection is based on technical skills and motivation. Managers put these skills to the test through practical case studies.
In figures:
- 60% men and 40% women in our workforce by June 30, 2023
- 2 women on the Executive Committee
Developing good managerial practices
Developing good managerial practices is essential for effective team and project management. We emphasize a policy of regular feedback. Indeed exchanges are recurrent, with each manager setting up a weekly meeting with each Pilot. They must be able to clearly communicate objectives, expectations and information to their entire team.
We formalize everyone's strengths during HR reviews. An evaluation grid has been drawn up and is available to all. This enables each Pilot to know and measure his or her professional skills objectively. Recognizing and rewarding Pilots' achievements and efforts is essential for maintaining motivation and commitment. Positive encouragement from the manager boosts Pilots' confidence and self-esteem.
Last but not least, it's essential for the manager to be a role model for his team. In this way, the Pilots will have an inspiring and homogeneous framework of exemplarity. Internal management courses are set up throughout the year. 2023-2024 to train managers in best practices.
RESPECT FOR ONEPILOT HEROES
Heroes are service providers who have chosen to collaborate with Onepilot to fulfill outsourced customer support missions. These partners, more than 1,200 by 2023, are central to Onepilot's DNA. A particular attention is paid to creating a respectful and harmonious fulfilling relationship with Onepilot Heroes.
With regard to this pillar of Onepilot's social responsibility, the 2023-2024 action plan provides for the implementation or perpetuation of the following levers, among others:
Transparent, regular communication
As service providers, Onepilot Heroes are not eligible for the dialogue mechanisms provided for within companies, such as the CSE, bi-annual meetings or any other format that enables the framework and working relationships to evolve through dialogue. From the very first day of Onepilot, we therefore wanted to set up regular exchanges with our service providers in order to co-construct the relationship and ensure that we were offering a fair and respectful framework. This translates into exchanges on channels like Slack, but also optional but available surveys and meetings to bring up any questions about the partnership. This open-door policy is at the heart of the relationship with Onepilot Heroes, and particular attention is paid to ensuring that it lasts.
In figures:
- +3,000 messages exchanged daily on Slack Hero
- 29 features discussed with heroes before launch or improved following their feedback in the first half of 2023
Transparent, attractive pricing policy negotiated with our Heroes
Heroes are paid on the basis of a fixed price per ticket, combined with a quality bonus based on objective criteria known in advance. In the second half of 2023, a dynamic pricing system based on the difficulty and time required to process the ticket will replace a flat-rate system that was too unequal. This pricing system has been discussed with the service providers concerned, in order to guarantee a fair and attractive income for each of them.
In figures:
- 55% of tickets have seen their invoice price increase
- Target average hourly billing of around 2 times the minimum wage in the12 countries where Onepilot operates
Shorter payment times
Onepilot Heroes issue an invoice corresponding to the services performed, and forward it to Onepilot for payment. Payment terms were initially based on the industry standard of 30 days. To take into account feedback from our service providers and to give greater recognition to the work performed, an option for payment within 7 days was introduced in June 2023. This option can be modified at any time by the service provider via the Onepilot platform, enabling them to better manage their cash flow and avoid any recourse to short-term indebtedness.
In figures:
- 88% of Heroes choose weekly payment
- Increase in Hero Net Promoter Score from 58 to 73 between January2023 and July 2023
Internal career opportunities at Onepilot
Each time a new position is created within Onepilot's internal team, a request is made to current service providers to find out if any of them would like to be considered. This rule has been enshrined in Onepilot's human resources processes since mid-2022, and reflects t h e importance attached to valuing and monitoring each Onepilot service provider.
In figures:
- 10% of Onepilot Operations Associates are former heroes
- Hero churn rate reduced by 30% in the first half of 2023 to below 15%.
ENVIRONMENTAL RESPONSIBILITY
Since its creation, Onepilot has defined and implemented actions with a positive environmental impact. These actions are part of a global strategy actively supported by management. Indeed, it is essential that all Onepilot employees are aware of current environmental issues and are able to make proposals on this subject.
Environmental impact assessment and control
Through this CSR Charter, Onepilot has established an environmental policy defining its environmental commitments, objectives and values.
Concrete, measurable environmental objectives have been set to reduce the ecological impact of our activities. An action plan is also drawn up to achieve them.
Onepilot is committed to keeping abreast of changes in environmental regulations, in order to ensure compliance and take proactive measures.
Starting in 2024, Onepilot is committed to organizing training and awareness- raising sessions to inform and engage all employees in preserving the environment.
In figures:
- 1 quarterly CSR Committee
Transport
Onepilot encourages teleworking within teams, reducing commuting and helping to cut greenhouse gas emissions.
Onepilot limits air travel to strictly necessary situations, favoring alternatives such as train travel or carpooling for business trips.
In figures:
- An average of 10 teleworking days per month per Pilot by June 30, 2023.
Promoting local businesses and service providers
Onepilot favors local suppliers and seasonal produce, promoting the local economy and reducing the carbon footprint associated with transport. Vegetarian options at corporate events are encouraged to reduce the environmental impact of food.
Selective sorting and waste recovery
Onepilot has set up a selective sorting system on its premises to encourage the recovery and recycling of materials.
RESPECTING OUR CSR COMMITMENTS
Compliance with the commitments made in our CSR policy is first and foremost communicated to all employees. These commitments are also posted on our website, so that our customers and external partners are aware of them.
Our commitment to the continuous improvement of our three main pillars applies to all our activities, in all countries and to all our employees.
A CSR Committee meets quarterly to ensure that all commitments are met and continuously improved.
The Committee, made up of permanent and ad hoc members, is also responsible for implementing action plans, communicating regularly with employees and inviting them to contribute their ideas.