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Following its acquisition by PSA Groupe (now Stellantis), Mister-Auto, a leading online auto parts retailer, experienced explosive 25% annual growth that transformed both opportunities and operational demands. This rapid expansion enabled the company to address significantly larger markets while creating unprecedented strain on customer service operations. To sustain service quality and efficiently manage dramatically increased interaction volumes, a comprehensive transformation of the customer service function became essential.
Post-acquisition growth drives international expansion strategy
Following its acquisition, Mister-Auto gained access to new markets, driving international growth across 20 countries. Robust customer service operations became essential to support this expanded customer base and manage the surge in interactions.
Audrey Daloz, Director of Customer Voice at Mister-Auto, led the organizational restructuring and operational modernization required to support this growth trajectory. By 2017, she had established a distributed team of 120 agents across three external facilities, managing customer interactions from 20 distinct countries in 13 languages.
The company’s international expansion created a sophisticated multi-language service network spanning Morocco and Bulgaria. Moroccan centers in Rabat and Casablanca serve French, Spanish, and Italian-speaking customers, while the Bulgarian operation handles 10 additional languages across multiple time zones.
France drives 50% of revenue, with customers demonstrating strong preference for phone support (80% of interactions) over email. This market concentration, combined with rapid growth, created both opportunity and risk: how to ensure every customer reaches the right expert agent instantly, regardless of location or language, while maintaining the service quality that fueled expansion.
Rapid scaling creates operational complexity and visibility gaps
Initially, Mister-Auto operated with straightforward customer service needs manageable through basic telephony systems and manual oversight. Post-acquisition growth fundamentally changed this dynamic.
To keep pace with this growth, Mister-Auto needed to structure and professionalize its customer service organization. The focus was on gaining better control over inbound call flows and service performance across multilingual teams—laying the groundwork for a more scalable and data-driven organization.
“The first step was implementing a robust telephony solution to effectively manage and route call flows between our various centers,” explains Audrey Daloz. “This new infrastructure needed to help us optimize service quality and monitor it through multiple performance indicators.”
Without a centralized system and unified visibility, sustaining service consistency across 13 languages and 20 countries would have become increasingly difficult—especially with France accounting for 50% of total revenue. Mister-Auto recognized the need to move from fragmented oversight to centralized performance management, with dashboards that could scale alongside its continued expansion.
Variable pricing model enables aggressive expansion strategy
Mister-Auto’s evaluation of contact center solutions reflected their growth ambitions and operational complexity. The platform needed to provide team autonomy, precise service quality reporting, flexible resource management, and rapid line activation across 13 languages—all while supporting continued international expansion.
A critical strategic requirement emerged: the ability to enter and optimize operations across markets with dramatically different interaction patterns without overcommitting resources.
Traditional per-seat licensing creates fixed costs and expansion barriers incompatible with Mister-Auto’s 20-country growth strategy. This pricing model would force the company to choose between overinvesting in uncertain markets or underserving growth opportunities.
Diabolocom’s usage-based pricing model aligned directly with Mister-Auto’s expansion requirements.
"This model is crucial for us, as in some countries we have very low volumes, meaning certain positions aren't full-time throughout the year."
“A per-user licensing model would therefore be far too expensive for us.”
This flexible approach enables Mister-Auto to pursue market opportunities across their international footprint without the financial risk of traditional licensing. The company can scale contact center capacity dynamically based on actual demand patterns while maintaining cost efficiency across their diverse market portfolio.
The variable pricing structure transforms international expansion from high-stakes resource commitments into agile market development capabilities.
Diabolocom enables performance optimization at scale
Beyond addressing pricing and scalability requirements, Diabolocom delivered operational capabilities that enhanced team performance across Mister-Auto’s 120-agent international operation.
Agents utilize features like caller ID recognition for instant customer identification and profile access, while the interactive voice response (IVR) system streamlines interactions by identifying call purposes—pre-sales versus post-sales—enabling better request qualification and routing efficiency.
Audrey Daloz highlights the platform’s ease of use, which significantly reduced agent training time and costs while enabling faster proficiency development and operational autonomy—critical advantages when scaling teams rapidly across multiple countries.
Unified performance visibility supports continued growth
Diabolocom provides Mister-Auto with comprehensive operational insights through detailed performance indicators essential for managing their complex international operation. Daily KPI tracking includes call pick-up rates, response times, and pre-sales call proportions within total contact volume.
“If we see fewer contacts related to order tracking and after-sales service, it means our overall service—logistics included—is performing well,” explains Audrey Daloz. “Additionally, pre-sales calls are an opportunity for our agents to help customers place their orders, directly contributing to revenue. We track this metric by analyzing the distribution of calls based on the options selected by customers in the IVR.”
Customer satisfaction monitoring through Net Promoter Score (NPS) surveys after each order provides critical feedback for service quality assessment and improvement identification across their 20-country operation.
“Diabolocom’s solution enables us to optimize service quality, manage call flows effectively, and gather performance metrics—something we were unable to do before.”
Sustained growth through strategic partnership
Mister-Auto’s transformation demonstrates how selecting adaptable contact center infrastructure can fuel continued expansion while maintaining service excellence. By partnering with Diabolocom, the company implemented telephony infrastructure capable of handling sharp increases in interaction volumes while providing comprehensive performance monitoring capabilities.
The flexible pricing model enables cost-effective management of their diverse international market portfolio, supporting continued aggressive expansion across their 20-country footprint.
Mister-Auto now operates with infrastructure and partnership designed to sustain their 25% annual growth trajectory over the long term.
