Case Study: Doctolib halves consultant training time with Mayday

How does Doctolib accelerate the onboarding of its consultants

Doctolib, a major French e-health company, faced a significant challenge in training its 300+ customer service advisors. Their knowledge was scattered across disparate documents like Excel sheets and Powerpoints, which was time-consuming to access and often outdated. This disorganization extended the onboarding and training process for new advisors to three or four months before they could become fully proficient.

To solve this, Doctolib implemented the knowledge base platform from vendor Mayday. The solution centralized and harmonized all information into an easily searchable format that integrated directly into the advisors' workspace. Following a rapid 1.5-month deployment, the results were substantial. Mayday helped Doctolib halve its training time, reducing the ramp-up period for new advisors from three months down to just two. This led to significant financial gains, higher advisor satisfaction scores, and more efficient customer interactions.

Doctolib

Cédric Blum

Customer Care Director