Case Study: Ingenium Animalis transforms customer service with Mayday

Ingenium Animalis boosts knowledge base adoption to 91% with Mayday

Ingenium Animalis, France's leading expert in animal data, faced challenges in managing a sharp increase in customer interactions following a digital transformation. The lack of a centralized knowledge base meant its 40 advisors spent significant time on repetitive inquiries, and information flow between departments was fragmented. To address this, the company partnered with vendor Mayday to implement a unified knowledge management solution.

The Mayday solution included a centralized Knowledge Hub, a dynamic Self-Service FAQ for customers, and omnichannel integration. This resulted in a 91% internal adoption rate of the knowledge base and a 14-point increase in first-call resolution to 85%. Mayday's tools also enabled 39% of phone calls to be resolved through self-service, freeing advisors to focus on complex and emotional cases, and established knowledge management as a strategic pillar for the company.

Ingenium Animalis