Odity Company Profile

Background

Overview

Odity, established in 2011, specializes in high-value-added customer relations, focusing on premium and luxury brands. The company operates through ten contact centers located in major international cities, including New York, London, Paris, Milan, Brussels, Cape Town, Antananarivo, Shanghai, Hong Kong, and Tokyo. With a team of over 1,500 employees, Odity manages customer interactions in more than 20 languages, serving over 150 client brands.

Mission and Vision

Odity's mission is to cultivate the singularity of each brand it represents by providing tailored customer experiences that reflect the unique essence of each client. The company's vision is to be the reference partner for iconic brands seeking a personalized approach to customer relations.

Industry Significance

Operating in the consumer services industry, Odity has established itself as a leader in managing customer relations for luxury and premium brands. Its global presence and multilingual capabilities enable it to deliver exceptional customer experiences across diverse markets.

Key Strategic Focus

Core Objectives

• Delivering personalized and high-quality customer service that embodies the unique identity of each brand.

• Expanding global reach through strategically located contact centers.

• Fostering long-term relationships with clients by consistently exceeding customer expectations.

Areas of Specialization

• Customer experience management for luxury and premium brands.

• Multilingual customer support across various communication channels.

• Consulting services for business development and customer relations.

Key Technologies Utilized

• Advanced customer relationship management (CRM) systems.

• Omnichannel communication platforms.

• Data analytics tools for customer insights and performance measurement.

Primary Markets Targeted

• Luxury goods and fashion brands.

• High-end consumer electronics.

• Premium automotive brands.

Financials and Funding

Funding History

• Series A Round (September 2017): Odity secured €2 million in funding from Elevation Capital Partners.

Utilization of Capital

The funds raised have been utilized to enhance Odity's technological infrastructure, expand its global presence, and invest in talent acquisition to support its growing client base.

Pipeline Development

As a service-oriented company, Odity's pipeline development focuses on:

• Client Acquisition: Onboarding new luxury and premium brands to expand its portfolio.

• Service Expansion: Introducing new services and communication channels to meet evolving client needs.

• Geographical Expansion: Establishing additional contact centers in strategic locations to serve clients more effectively.

Technological Platform and Innovation

Proprietary Technologies

• Odity employs advanced CRM systems tailored to the luxury sector, enabling personalized customer interactions.

Significant Scientific Methods

• Utilizes data analytics and customer feedback mechanisms to continuously improve service quality and customer satisfaction.

Leadership Team

• Benoît Vorilhon: Founder & CEO. With a background in luxury brand management, Benoît established Odity to provide exceptional customer service tailored to premium brands.

• Laure Perréard: Deputy CEO Business & Group Chief Financial Officer. Laure oversees business operations and financial strategies, ensuring sustainable growth and profitability.

• Antonio Tranchida: Deputy CEO Operations. Antonio manages operational excellence across Odity's global contact centers, focusing on service quality and efficiency.

• Pascal Gardin: Chief Revenue Officer. Pascal drives revenue growth by identifying new business opportunities and expanding client relationships.

• Florian de La Dure: Strategic Development Manager. Florian leads strategic initiatives to enhance Odity's market position and service offerings.

• Marco Aguti: Chief Technology Officer. Marco oversees the technological infrastructure, ensuring Odity's platforms are innovative and secure.

• Francesco Tranchida: EVP Odity Milan. Francesco leads the Milan office, focusing on client relations and service delivery.

• Hubert Brillaud: EVP Odity Paris. Hubert manages the Paris office, ensuring alignment with Odity's strategic objectives.

Competitor Profile

Market Insights and Dynamics

The global customer experience management market is experiencing significant growth, driven by increasing consumer expectations and the need for brands to provide personalized services. The luxury sector, in particular, demands high-quality, tailored customer interactions, presenting both opportunities and challenges for service providers.

Competitor Analysis

• Competitor A: Specializes in luxury brand customer service with a focus on digital channels. Notable for its AI-driven customer support solutions.

• Competitor B: Offers multilingual customer support services across various industries, with a strong presence in the European market.

• Competitor C: Provides end-to-end customer experience management, including consulting and outsourcing services, with a global footprint.

Strategic Collaborations and Partnerships

Odity has established partnerships with various luxury brands to enhance service offerings and expand its market reach. These collaborations focus on delivering exceptional customer experiences and driving mutual growth.

Operational Insights

Odity differentiates itself through its deep understanding of luxury brand values, multilingual capabilities, and a commitment to operational excellence. Its global presence allows for cultural adaptability and proximity to diverse customer bases, providing a competitive edge in the market.

Strategic Opportunities and Future Directions

Strategic Roadmap

• Service Diversification: Introducing new services such as AI-driven customer support and data analytics to offer comprehensive solutions.

• Geographical Expansion: Establishing additional contact centers in emerging markets to serve a broader client base.

• Technological Innovation: Investing in cutting-edge technologies to enhance service delivery and customer satisfaction.

Future Business Directions

Odity aims to solidify its position as a global leader in luxury brand customer relations by continuously adapting to market trends, embracing technological advancements, and fostering strong client partnerships.