France Mutuelle: between regulation and trust, the art of managing knowledge

France Mutuelle, a committed healthcare provider

Since 1936, France Mutuelle, an independent mutual insurer, has been part of the social economy, promoting mutual aid and solidarity. It offers innovative healthcare solutions and is developing provident insurance offers.

It caters for individuals, professionals, businesses and local authorities, and places member satisfaction at the heart of its priorities, thanks to its values of friendliness and proximity.

A committed player, France Mutuelle stands out for its long-term commitment and its role as a trusted partner, dedicated to the protection and well-being of all.

This commitment is reflected in the internal organization and quality of its services. More than 20% of our staff are dedicated to customer relations, dealing with incoming telephone inquiries efficiently and sympathetically. The customer services department employs a staff of 50, including a 6-strong loyalty department, 28 customer advisors and a claims management service.

France Mutuelle's daily challenge, both for each employee and for all our teams, is to provide the right response from the very first contact, thanks to optimal information distribution and a privileged relationship with our members.

By leaving advisors free to take as much time as they need for each call, with no time limit, we are reaffirming our commitment to supporting and satisfying our customers throughout the life of their contract.

The importance of knowledge management in a regulated sector: a matter of trust and peace of mind

France Mutuelle operates in a highly regulated sector, where rules can change from year to year. In this context, constantly updated knowledge is more than a simple need: it's a necessity to preserve the trust of our members.

When customer advisors share information, accuracy is paramount. An error can have serious repercussions:

• On the regulatory front: mutuals are supervised by the Autorité de contrôle prudentiel et de résolution (ACPR), which implies a compliance obligation.
• On a relational level: inaccurate information can damage the relationship with members and undermine their satisfaction.
• Reputation: poor knowledge management can damage a company's image, particularly through online feedback and customer reviews.

But beyond these aspects, what is particularly important to the mutual is the well-being of its teams. Our employees, who are often on the front line on the telephone with members, can quickly find themselves at a loss if they don't have the right answers. These moments of uncertainty, particularly during delicate or conflicting conversations, create unnecessary stress and impact the experience for both sides.

It is therefore important that information is shared consistently and uniformly.

"When everyone has access to the same reliable, up-to-date resources, it reduces misunderstandings and internal tensions. It's a real relief, both for our teams and our members, to know that there's no longer any room for discrepancies or out-of-date information," explains Emmanuelle Heullant, Loyalty and Retention Manager at Groupe France Mutuelle.

At the end of the day, good knowledge management is a compliance tool, a guarantee of customer satisfaction, and a source of peace of mind for teams.

At France Mutuelle, they understand this, which is why they have decided to devote so much effort to it, and to equip themselves with a knowledge base.

"We started from a common need to centralize certain documentation. We needed to find a place to consult and update this information, especially as everything changes from one year to the next. We couldn't afford to work with out-of-date documents, and we had to guarantee easy access for everyone", adds Emmanuelle Heullant, Loyalty and Retention Manager at Groupe France Mutuelle.

A simple, fun solution: Mayday as a matter of course 

Finally, as part of its modernization drive, France Mutuelle has undertaken to simplify its tools and make them more entertaining, while aligning its methods with the"customer-centric" vision it has been adopting for several years.

"When a customer contacts us, we systematically ask ourselves two questions: What do they need, and how can we go further than simply answering them?", Emmanuelle Heullant,

And it was at the beginning of 2024 that France Mutuelle chose to integrate the Mayday tool at the heart of the Member Experience Department. The efficient deployment was completed in just three and a half months.

The company first identified the need to standardize its documentation and knowledge in order to eliminate disparities and ensure consistency in its practices. It also focused on improving content and streamlining processes to increase efficiency.

To roll out the solution, the member experience department organized a structured steering committee. Three managers - including Emmanuelle Heullant - and the department director led the project, rapidly involving the operational teams.

First, essential content was identified and prioritized before being integrated. Subsequently, the teams played a key role in testing the content, pointing out gaps and making the necessary adjustments. This collaborative process ensured smooth and efficient implementation!

"So we started by identifying existing articles, highlighting the main content. Then, in a second phase, we integrated the teams. We knew we couldn't anticipate everything, so we had to test to see what content was missing and what worked and what didn't," Emmanuelle explains.

Tailor-made support: simplicity, trust and innovation

Throughout the implementation of the project, a Customer Success Manager was dedicated to France Mutuelle. His role was to train teams, run workshops and ensure a smooth and successful roll-out.

"Mayday's support is very easy, we tell you 'you're going to make it, it's going to do it'," develops Emmanuelle Heullant.

Quickly operational employees

The adoption of Mayday proved decisive. Thanks to the tool, new employees were up and running in just one week. This means that in just a few days, they were able to :

• Familiarize yourself with all customer service activities,
• Quick access to training resources and relevant information to meet customer needs.

As well as speeding up training, Mayday enables teams to continue training independently, with easy access to the necessary data and procedures.

The impact is clear: despite the integration of new recruits, customer satisfaction has not diminished.

This result reflects the effectiveness of rapid onboarding and increased autonomy thanks to a well-adapted tool. It's a perfect illustration of how solutions like Mayday can not only improve initial training, but also boost day-to-day productivity.

"What I've noticed: more harmony in the teams. Before, decisions or answers would often generate debate or doubts. Today, I regularly hear them say: 'Did you see in Mayday? It's a real plus: more comfort in their work and, above all, a less anxiety-provoking environment, especially when it comes to making decisions. Thanks to Mayday, employees feel supported and more confident in their day-to-day work," says Emmanuelle.

Already used by some sixty agents since deployment, Mayday has demonstrated its ability to mobilize employees, with no fewer than 18,858 consultations recorded to date, attesting to its sustained and significant use.

"To sum up our relationship with Mayday in three words, I'd say: trust, innovation and simplicity. We really trust the tool because of its simplicity. It's an innovative tool that's constantly evolving, particularly with AI. And this simplicity plays a key role in getting our advisors on board", adds Emmanuelle Heullant.

Mayday: a modern asset for attracting and engaging a new generation of advisors

"We trust the tool because it's so easy to use," concludes Emmanuelle Heullant.

In conclusion, Mayday has established itself as a modern and essential project to support the mutual's development. Thanks to its playfulness and ease of use, it is particularly appealing to a new generation of employees, younger and more in tune with these innovations.

At a time when recruitment is a real challenge, Mayday is a strategic asset for human resources, offering attractive leverage tailored to the expectations of today's talents.

If, like Emmanuelle Heullant, you are a customer relations professional working in a regulated sector, have you considered adopting a knowledge base? Book a demonstration of our solution with our team now! 🚀