Case Study: Fnac Darty improves NPS by 10% with Mayday

Fnac Darty improves its NPS by 10% with Mayday

Fnac Darty, a major European retailer, faced the challenge of managing its vast and complex repository of accumulated knowledge, which included 500,000 procedures and 50,000 product sheets in various formats. This plurality of content made it difficult for its 5,000 employees to search for information efficiently, which hindered technician productivity and customer satisfaction. To address this, Fnac Darty partnered with vendor Mayday to implement its knowledge base solution.

The solution from Mayday involved automatically importing and centralizing all existing knowledge into a unified platform, which was then integrated into the company's tools. The implementation of Mayday's knowledge base dramatically improved operational efficiency, dividing the time spent searching for information by eight. This led to an 11% improvement in first contact resolution and a 10% increase in the company's Net Promoter Score (NPS).

Fnac Darty

Mehdi Dahmani

Director of Operations