Case Study: Bpifrance halves response times with Stonly

Bpifrance Reduced Customer Response Times by 50% and Elevated Service Quality with Stonly

Bpifrance, a French public-sector investment bank, needed a faster and more consistent way to support 5,000 employees and serve SMB clients across more than 300 complex finance topics. Its teams struggled with outdated PDF documentation, compliance-heavy processes, and the need to guide both employees and clients through changing products and regulations. Bpifrance turned to Stonly for an interactive knowledge base, guided tours, hotspots, tooltips, and Zendesk integration.

With Stonly, Bpifrance created a secure, always up-to-date source of truth for both internal teams and client self-service. The platform was deployed in just a couple of days during the COVID-19 loan surge, helping employees respond 2x faster and preventing 50% of tickets for key issues covered by Stonly. Bpifrance also improved service quality and enabled product experts to publish and update guidance instantly, reducing manual effort and improving compliance at scale.

Bpifrance

Thomas Thieffry

Head of Product