Case Study: France TV improves knowledge management and advisor efficiency with Mayday

France TV x Mayday a rollout built with and for advisors

France TV, a major public broadcaster in France, faced a challenge in managing viewer inquiries. Their small team of fifteen advisors struggled to handle between 10,000 and 15,000 monthly contacts using an obsolete, difficult-to-access knowledge base. They needed a modern solution to provide fast, precise answers and improve their agents' autonomy without sacrificing response quality, leading them to partner with vendor Mayday.

Mayday implemented its intelligent knowledge base, working directly with the advisors to build and customize the content. The tool was quickly adopted, with an average 90% usage rate. Results included significant time savings, shorter processing times, fewer escalations, and smoother internal collaboration. The advisors now consult the Mayday knowledge base between 5,000 and 7,000 times per month, demonstrating its integral role in their daily operations.

France TV

Stéphane RUIZ

Deputy Head of France