How fast-growing Indy centralized its knowledge to improve employee and customer experience

Indy, the application that simplifies administrative and financial life for the self-employed

Indy is the all-in-one application that revolutionizes administrative and financial management for the self-employed, offering an intuitive, fast and fun experience.

With Indy, freelancers have all the tools they need to set up and manage their business independently(accounting, invoicing, expense reports), pay and get paid (100% free pro account) and file their tax returns.

Indy and his team of advisors serve over 100,000 independents every day with thousands of 5-star reviews.

Customer service: a fundamental and historic pillar at Indy

Moreover, customer service is a fundamental pillar of the company. With a team of over 100 dedicated people, Indy has always placed the user experience at the heart of its development. The first person hired by the company was specifically dedicated to customer service, underlining the importance attached to this area from the outset. Particular attention is paid to strategy and active listening to users. Today, customer service continues to influence the company's management and is even represented on the COMEX.

Indy: the challenge of scattered knowledge

It all began just over two years ago. Indy, a fast-growing company, needed to improve customer advisor productivity by streamlining processes and centralizing knowledge. 

Because of their accounting expertise and the diversity of customer situations, it is essential to centralize information. With over 1,400 items of content (VAT, functionalities, professional accounts, closings, etc.), efficient management is necessary to master the complexity of the subjects covered and avoid the dispersal of knowledge.

Indy's "care" team was facing several challenges, mainly because most of their information was scattered on Slack or Notion, leading to several issues:

• Non-centralized updates: information on these two solutions was not always up to date, making it difficult to control and rely on the data available.
• Productivity: the need to increase the productivity of the care team was crucial. To achieve this, they wanted to provide the best tools integrated with Intercom, their customer support software, to avoid having to go back and forth between different systems. 

The aim was to enable advisors to manage all their tasks directly from Intercom.

The dispersal of knowledge across different tools made it difficult to manage and update the information that was essential to the team.

Choosing Mayday: an effective response to Indy's business knowledge management challenges

To do this, they chose to integrate Mayday's internal knowledge base. Indy opted for it because of several key advantages:

• Knowledge centralization: with Mayday, Indy could finally centralize all its information and knowledge in one place. This greatly simplifies data access and updating.
• Integration with Intercom: Mayday has the ability to connect directly to Intercom, the main tool used by thecareteam. This enables seamless management of information without having to navigate between different platforms.
• Dedicated care tool: Mayday is specifically designed for customer service teams, offering features tailored to their particular day-to-day needs.

" For all the tools we use, I'm particularly keen to surround myself with the right people. It's important to choose tools developed by teams motivated to move in the same direction. When we met the Mayday team in Paris, it was clear that there's a lot of emulation and passion around the projects. This is reassuring for us ", explains Grégoire Mourlevat, Head of back-office at Indy.

By adopting Mayday, Indy overcame the challenges of dispersing and updating knowledge, while significantly increasing the productivity of its customer service team, leading to a marked improvement in its CSAT.

" Customers are impressed with the quality of our service. I think this is thanks to Mayday, because they see that we respond quickly and accurately. The advisors have the information in front of them and can retrieve it very quickly, providing a very complete response, which reinforces the positive impression our customers have of us ", adds Grégoire Mourlevat, Head of back-office at Indy.

Rapid deployment and simplified access to knowledge: time savings and satisfaction for Indy consultants

The deployment of Mayday within the company was swift - taking just one month - and efficient, with the aim of a rapid launch and a gradual supply of content.

Internally, the adoption of Mayday by our consultants has also gone well, despite the difficulty of changing employees' habits.

The benefits of this tool were quickly recognized by the team. Previously, they had to constantly request information on Slack from their colleagues, which lengthened the response time to end customers.

Now, thanks to the Mayday Widget extension, they can access the necessary knowledge without leaving their work interface, saving precious time.

Manon Dépreaux, Team Leader Product Specialist at Indy, points out that this is one of Mayday's main strengths, in her opinion:

" The extension means you can open it from any page, at any time. This is one of Mayday's main assets, as it guarantees anytime access to knowledge, wherever you are! "

What's more, at Indy, the"carers" feel involved in the cooperation on the Mayday tool. The personalized diagnostics* section enables them to obtain the information they need, which they use a lot.

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*A diagnosis is an interactive decision tree that breaks down complicated procedures into several steps, leading to an answer or a modus operandi.

" The care teams can't do without Mayday, which just goes to show how important it is to them. Even if it's difficult to prove, on the rare occasions when there's a small bug on Mayday, we're immediately informed. Everyone then says 'it doesn't work anymore, we can't access it', which clearly shows that it's a tool they use on a daily basis", adds Grégoire Mourlevat, Head of back-office at Indy.

💡Indy's best practice to follow

"To support rapid growth, it's imperative to have an extremely accurate and up-to-date knowledge base, maintained by a dedicated team. At Indy, this team meets every Thursday morning to coordinate the management and updating of the knowledge base, as well as to collect the agent feedback that is routinely made to the knowledge base. By synchronizing their actions and reserving specific slots in their weekly schedules, they ensure optimum efficiency", explains Manon Dépréaux, Team Leader Product Specialist at Indy.

Training and autonomy: the benefits of Mayday for Indy care advisors

With an adoption rate of 92% (measured by active users) in the first six months of 2024, the knowledge base supports not only current employees, but also the 60-70 new hires planned this year, after supporting 80 last year.

The adoption of Mayday has brought significant changes to the customer service team, optimizing the organization of knowledge and continuously improving productivity and customer satisfaction. These benefits have contributed to overall performance and employee well-being, strengthening the company's position in the market.

What's more, customer advisors have become more autonomous, which has led to significant time savings!

If the care team bases its performance not only on figures, but also on conviction and general feeling, it has been observed that a successful consultant is generally an active Mayday user. This testifies to the tool's positive impact on individual performance.

" If I had to sum up our collaboration with Mayday in three words, they would be: support, trust, listening ", Manon Dépreaux, Team Leader Product Specialist, Indy.

From a training point of view, Mayday has reduced training times. Advisors know that they can deepen their knowledge by consulting the resources available on Mayday, which considerably reduces initial and ongoing training sessions. 

" Other teams are getting more and more interested in Mayday. Sales people have stuck their noses in to answer demos, and they've even created an account to get more information. As for the product team, they can consult content on an ad hoc basis to verify information or the consistency of Care processes with the app. By drawing on the business knowledge written on Mayday, marketing can also make use of it, notably to write blog articles and respond on social networks ", Manon Dépreaux, Team Leader Product Specialist.

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The Mayday knowledge base for Indy AI

In the near future, Indy is banking on the development of its own AI, fed by the contents of its knowledge base, to avoid having to rely on external tools. The aim is to offer employees good working conditions and reduce contact rates thanks to AI, while continuing to continuously update information.

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Customer relations professionals like Manon Dépréaux and Grégoire Mourlevat? 

You are faced with :

• A customer service department in the throes of hypergrowth?
• Scattered business knowledge requiring regular updates?
• Need to boost the productivity of your customer advisors?

Look no further! Schedule a demonstration of our knowledge empowerment software suite with our expert team.

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