Case Study: Konecta improves Paris 2024 knowledge management with Mayday

Konecta and Mayday at the heart of Paris 2024's information system

Konecta, a major player in customer management BPO, was chosen as the help center provider for the Paris 2024 Olympic and Paralympic Games. They faced the challenge of creating a robust information system that encouraged self-service for the public while simultaneously enabling their large team of advisors to provide consistent and accurate responses. To meet these dual needs for an external FAQ and internal knowledge bases, Konecta partnered with vendor Mayday to utilize its knowledge base and self-care FAQ solutions.

By implementing Mayday's platform, Konecta centralized all knowledge management, eliminating the need for disparate tools like email and Teams. The solution provided an intuitive, multilingual knowledge base for both advisors and the public, which was crucial for the global event. Mayday’s tools led to a reduction in the advisor attrition rate during training, provided key data through integrated dashboards, and became the central hub for collaboration. Konecta concluded that Mayday was instrumental in meeting their commitments for quality, compliance, and responsiveness for the Paris 2024 Games.

Konecta

Corinne Descombes

Project Manager