Case Study: Edenred boosts consultant productivity with Mayday

Edenred optimizes the ratio between time spent in production and time spent with customers

Edenred, a world leader in employee benefits, faced challenges in its customer service team due to the digitalization of its offerings and strong seasonal growth. Their consultants struggled to master a wide range of rapidly changing procedures, and the company lacked control over its knowledge lifecycle and reliable usage indicators. They partnered with Mayday to implement an omnichannel knowledge base to centralize and manage this critical information.

Using Mayday’s decision trees, consultants could easily follow step-by-step procedures, which slashed initial training time from 13 to 8 days. The solution led to a dramatic improvement, tripling the NPS from 20 to 60 and reducing the contact rate by 20%. Mayday also helped lower Level 1 staffing costs by 15% while improving Quality Scores and increasing team versatility, achieving 100% adoption from its advisors.

Edenred

Damien Nuyttens

Director of Customer Experience and Operations