Case study · Ornikar
Ornikar: HubSpot customer support, incidents resolved 20 times faster
Lots of tickets, little visibility on how they were handled. Copernic redesigned Ornikar’s support in HubSpot, Aircall telephony included.
- Goal 01. Optimize ticket management to speed up resolution.
- Goal 02. Improve the customer experience by cutting response times.
- Goal 03. Roll out tracking tools to steer customer service performance.
The project
Requests with no triage.
Instructors chasing answers.
Ornikar makes learning to drive and car insurance easier. Its 100% online model offers a simple, flexible alternative to traditional driving schools.
Context
A high volume of tickets and little visibility on how they were handled, with no categorization or precise automatic assignment.
Challenge
Instructors followed up through several channels, multiplying requests. Performance tracking remained limited.
What we did
SLAs visible to agents, automatic assignment, Aircall integration and IVR, dashboards, communication plan.
Result
Every ticket assigned automatically, duplicates all but gone and call volume down.
The results
Every ticket assigned.
Every delay measured.
Copernic keeps supporting Ornikar: fine-tuned workflows and new analytics views for managers.
What we did
Three workstreams.
One priority: respond fast.
Transparency and responsiveness
An SLA visible directly to agents shows expected response times in real time. On the instructor side, an automatic email confirms the request is being handled as soon as the ticket arrives.
Automatic ticket routing
Precise rules send each request to the right team or the right person. Follow-ups, the main source of duplicates, have all but disappeared.
A structured phone channel
The Aircall integration logs every call in the CRM. A dedicated line and an interactive voice response route urgent calls to the right person from the very first minute.
Steering
Measure from day one.
Adjust at every review.
Continuous support performance tracking was set up in close collaboration with Ornikar’s teams.
- Assignment time, average resolution time and request volume tracked in real time
- Categorization and assignment rules refined to avoid unnecessary escalations
- Post-resolution satisfaction surveys recommended to complement the figures
- Regular review meetings to make improvement last
Change management
The right tool is not enough.
People have to adopt it.
Instructors often sent their requests by text message, a channel that allows neither categorization nor prioritization. Rather than forcing the dedicated form on them, we bet on explaining why.
- Faster handling of requests sent through the form.
- Better traceability of every exchange.
- Answers tailored to each situation.
- Gradual adoption, driven by gains users could see for themselves.
In their words
Things changed on the ground.
Ornikar tells the story.
A true partner in a shifting context
“We had major projects ahead to overhaul our operational processes (Sales, Customer Service, Support) and translate them into a HubSpot instance that had to be completely rebuilt, while keeping the business running. We worked with Mathilde, who perfectly grasped our challenges, worked hand in hand with our team and adapted to our company’s challenging and shifting context.”
Reviews translated from French
Case studies
Other challenges, other teams.
Results tracked closely.
CRM implementation
Effy
A single HubSpot CRM for B2B and B2C, and +15% lead-to-customer conversion.
See the case studyCRM migration
Orixa Media
Secure migration from Pipedrive to HubSpot and team training.
See the case studySales processes
Gatewatcher
Reliable data and harmonized processes for international expansion.
See the case studyYour customers keep chasing you?
Answer first.
An expert calls you back within one business day.