7
Languages supported
We feel well supported, and above all, we know the solution will keep meeting our challenges tomorrow: AI integration, the ability to analyse calls to improve customer service.
In&motion develops revolutionary airbag technologies designed to reduce injuries in the event of an accident, making it easier for people to travel and practise sport.
Since 2014, the company has developed a range of airbag products for skiers, equestrians, powered two-wheeler riders and urban mobility users. Its technology combines AI-powered predictive algorithms that detect falls before impact with ergonomic airbag modules integrated into clothing.
Developed at the highest level with elite professional athletes (MotoGP, Ski World Cup), In&motion products are worn by tens of thousands of users in France and internationally.
As In&motion expanded globally, they needed a telephony solution that could centralize inbound calls across all markets, integrate seamlessly with their existing Zendesk stack, and scale with their growth without ever losing sight of the customer.
Voice
Global customer base
Multilingual support
Call centralization
Zendesk integration
360° customer view
In&motion’s Customer Care team is the direct point of contact for over 120,000 users wearing their airbag vests: riders, skiers, equestrians and urban commuters across dozens of countries. When a safety product is involved, the support experience can’t be an afterthought. It needs to be fast, precise and reassuring.
As In&motion expanded globally, managing inbound calls across multiple countries and languages required a smarter, more centralized approach.
In&motion ran a thorough market benchmark before making their choice. The criteria were clear: a solution that could handle today’s technical requirements, integrate with their Zendesk suite and scale with tomorrow’s ambitions: new markets, new languages, evolving support models.
INO CX stood out quickly. Beyond meeting the technical specifications, the team felt an immediate alignment in terms of expertise, responsiveness, and shared vision. The deployment phase confirmed the choice: smooth, well-guided, and on track with expectations.
Nearly one year after its launch, In&motion uses INO CX to manage rapidly growing call flows across its international markets. This increase in volume, driven by greater linguistic diversity, requires precise routing configuration to direct each request to the right agents. Queue management, service quality and agent time optimisation are handled centrally, ensuring a consistent experience across all markets.
The integration with their existing Zendesk suite has brought a genuine 360° view of every customer interaction, whether they contact In&motion as end-users, athletes or partner brands. Efficiency is up, follow-up is more reliable, and every team now works from the same shared picture of the customer.
The team feels well supported, and is already looking ahead: AI-powered call analysis, deeper CRM integration, and continuous improvement of the customer experience.
