E-commerce and retail
Management of large-scale and complex CX operations for Allegro
A partnership built on quality since 2016
The partnership between Axendi and L’Oréal began in 2016 and has since evolved into a long-term collaboration based on trust, precision, and a shared commitment to excellence.
From the outset, the project was never just about running a contact center. L’Oréal sought a partner capable of delivering boutique-level service, where every agent acts as a true brand ambassador — reflecting the same dedication to quality that defines L’Oréal’s products.
Dimitri Kołodyński Head of Advocacy & Care, L’OréalQuality does not end at the moment when the product leaves the shelf. Actually, it needs the support of an experienced team to help to understand the product, how to use it, resolve any doubts around it, and the whole experience should be smoothless. That is why L’Oréal partners for many years with Axendi. The same high quality that are in our products are reflected also by customer service.
About L’Oréal
L’Oréal is a global beauty leader operating in more than 150 countries, with a diverse portfolio of iconic brands such as Lancôme, Kiehl’s, L’Oréal Paris, and Garnier. The company combines global innovation with strong local expertise, offering customers high-quality products and professional beauty advice across retail and e-commerce channels.
In Poland, Axendi supports L’Oréal in delivering customer service that reflects the brand’s premium standards and commitment to excellence, ensuring every interaction feels as refined and personalized as the products themselves.
Challenges
Delivering customer care for a global beauty leader like L’Oréal required more than operational efficiency. The main challenge was to ensure that every customer interaction, whether it involved product advice, complaint handling, or post-purchase support, reflected the brand’s premium positioning and high expectations for service quality.
L’Oréal needed a partner capable of combining specialist product knowledge with empathy and precision, while maintaining consistent performance across multiple communication channels. The growing scale of operations, along with the need for real-time feedback, automation, and data-driven decision-making, added further complexity to the project.
Axendi’s task was to design a model that balanced boutique-level personalization with process efficiency and scalability, ensuring that technology enhanced rather than replaced the human touch central to L’Oréal’s customer experience.
Dimitri Kołodyński Head of Advocacy & Care, L’OréalAxendi team always keeps surprising me with how fierce and how responsive they are. There is no "I can't" mode. There is always "how to" mode.
Processes managed by Axendi
- Consumer and e-commerce helplines for Kiehl’s, Lancôme, and L’Oréal Staff Shop
- Product information and personalized skincare recommendations
- Handling of complaints, product claims, and returns in cooperation with partners such as Douglas, Sephora, Hebe, and Rossmann
- Monitoring and registration of adverse reactions
- Customer satisfaction surveys
- Reporting and dashboard analytics
Technology and analytics
As the partnership evolved, Axendi’s role expanded from a service provider to a technology and automation partner.
- Voicebots conduct post-interaction satisfaction surveys, ensuring consistent and real-time feedback.
- Analytics dashboards deliver actionable insights that support performance optimization.
- Automation tools streamline complaint handling and enable smart inventory management.
Together, these innovations allow L’Oréal to maintain the precision, efficiency, and personalized care that define its brand, while scaling operations across multiple channels.
Results
In 2025, every KPI on average exceeded targets, with customer satisfaction standing out as the top performer.
4.7/5
CSAT
95.12%
Answer Rate (Ccare)
96.12%
Answer Rate (E-com)
90%
Calls answered within the first 20 second
86.75%
Service Level (Ccare)
93.62%
Service Level (E-com)
Through automation and data-driven optimization, Axendi helped L’Oréal achieve measurable results while preserving a distinctly human approach to customer care.
Dimitri Kołodyński Head of Advocacy & Care, L’OréalWith Axendi it actually never feels like outsourcing. It feels like they are real, our own L’Oréal embassy.
From boutique CX to award-winning service
Through consumer helplines and e-commerce support, L’Oréal customers receive expert advice they can trust and quick, reliable answers that make every interaction simple and reassuring.
When challenges arise, complaints are handled with care, returns are managed transparently, and every resolution is designed to restore confidence. Because quality also means safety, Axendi monitors and reports adverse reactions, helping safeguard customer trust behind every L’Oréal product.
This commitment to service excellence was recognized with the Złota Słuchawka award for the “Strefa Beauty” project — a bespoke customer service solution that goes beyond the traditional model. The initiative combines customer care with expert product consulting, delivered by specialists with extensive knowledge of L’Oréal’s portfolio and supported by dermatologists.
The team provides consumers with personalized advice and helps them choose products tailored to their individual needs, reflecting the brand’s premium standards and genuine care for every customer.
A partnership built on trust
Over the years, Axendi and L’Oréal have built a collaboration that brings together product expertise, technology, and human understanding to deliver customer service aligned with the standards of a premium brand.
