Case Study: ACL achieves stronger knowledge management and advisor training with Mayday

Knowledge management and training ACL's winning duo

ACL (Automobile Club du Luxembourg) faced a significant challenge centralizing its vast operational knowledge, which was spread across numerous non-harmonized databases and Excel files. This complexity made it difficult for advisors to quickly find accurate information, especially when dealing with customers in critical situations like breakdowns. The vendor, Mayday, was brought in to help implement a centralized knowledge base to structure and secure this information.

The solution implemented by Mayday included its omnichannel knowledge base and the Mayday Academy learning platform. This resulted in a 91.6% success rate for information searches and equipped 100% of users within four months. The project led to enhanced advisor productivity and satisfaction, evidenced by a high Net Promoter Score (NPS) of 71 from the team.

ACL

Louis-Nicolas Bier

Operations Manager