Case Studies: Net4all, Scale-up, PCI DSS

AI Customer Service Agent

2024-2025

Development of an AI agent capable of handling customer service requests by integrating with existing business systems. Goal: automate request processing while maintaining service quality.

Customer service · Subscription management · Business automation · Artificial intelligence

Challenges

→Collecting and aggregating customer data scattered across multiple systems
→Proposing relevant actions with correct parameters (cancellation, subscription modification)
→Integration with existing AWS architecture
→Reliability and quality of proposed decisions

Actions

→AWS serverless architecture (Lambda Node.js)
→Claude Skills integration for analysis and decision-making
→Connectors to customer management systems
→Validation pipeline for proposed actions

Results

Reduced request processing time
Actions proposed with contextualized parameters
Decision quality equivalent to experienced agent
Conversational evolution in progress

"The AI agent handles requests with remarkable precision. Proposed actions are relevant and parameters always correct."

Operations Management — Client

PCI DSS Certification

2018-2024

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As CIO of a platform processing several million euros in card transactions, I had to obtain and maintain PCI DSS certification (Payment Card Industry Data Security Standard).

Challenges

→Obtaining initial certification without prior experience
→Adapting existing infrastructure to strict requirements
→Maintaining compliance year after year
→Training and raising awareness among technical and business teams

Actions

→Complete infrastructure audit (network, storage, access)
→Implementation of security controls (encryption, segmentation, logs)
→Writing required documentation (policies, procedures)
→Preparation and support for annual QSA audits
→Continuous team training

Results

PCI DSS certification obtained on first audit
6 years of uninterrupted compliance
Zero major security incidents on payment data
Teams autonomous in maintaining compliance

"PCI DSS certification was a non-negotiable requirement for our clients. Olivier led the project from A to Z: audit passed on the first attempt."

Management — Palyance SA

Marketing Scale-up

2015-present

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Joined as CIO in a 20-person digital marketing company.

Web marketing · Big data · Infrastructure supporting massive traffic · Large-scale emailing

Challenges

→Supporting rapid growth
→Building infrastructure from scratch
→Adapting to constant digital marketing evolution

Actions

→100% cloud strategy creation (AWS)
→Internal CRM development (replacing failing vendor)
→Massive process automation
→IT team management up to 25 people

Results

Supported growth from 20 to 300 people in 5 years
Revenue of €70M+
Scalable and responsive infrastructure
Mastered regulatory compliance

"Olivier structured our IT while supporting 15× growth. Solid infrastructure, autonomous teams, zero inherited technical debt."

General Management — Marketing Scale-up

Net4all

2000-2013

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Co-founder in 2000 (during EPFL studies). Managed alongside a Java consultant position at Altran until 2006, then full-time CTO.

Progressive transition from simple hosting → dedicated → managed → complex infrastructures

Challenges

→Growing a hosting company professionally
→Moving upmarket to differentiate

Actions

→Complete technical direction
→Infrastructure automation (Puppet)
→Multidisciplinary team management (dev + sysadmin Linux/Windows)
→Pre-sales and client relations

Results

Growth from 2 to 15 people
Revenue multiplied by 4
Premium market positioning
Successful exit in 2013

"Clear technical vision and ability to grow the team while maintaining service quality."

Partner — Net4all