Case Study: Indy centralizes knowledge and boosts support productivity with Mayday

How fast-growing Indy centralized its knowledge to improve employee and customer experience

Indy, an application for the self-employed, faced the challenge of scattered and difficult-to-update internal knowledge that was hindering the productivity of its large customer service team. To centralize this critical business information and streamline advisor workflows, Indy chose to implement the Mayday internal knowledge base.

By deploying Mayday, which integrated seamlessly with their Intercom support software, Indy centralized its knowledge and provided its team with quick access to information. The solution achieved a 92% adoption rate, with advisors performing an average of 1,500 monthly consultations per agent. This led to faster response times, increased advisor autonomy, and a marked improvement in customer satisfaction.

Indy

Grégoire Mourlevat

Head of Back-Office