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

Konecta, a leading player in Customer Management BPO

Headquartered in Madrid, with a presence in 26 countries across 4 continents and more than 130,000 passionate employees, Konecta designs solutions covering all Customer Business Processes (acquisition, loyalty, customer service, technical assistance and collections) with a constant focus on sustainability. Their service portfolio combines consulting, process optimization and leading-edge digital technologies, with an industry-specific approach that enables them to understand the specificities of each industry and best meet their customers' needs.

After winning a public contract published by Paris 2024 in early summer 2023, Konecta was integrated into the organization as the help center provider.

In response to the specific needs expressed by Paris 2024, Konecta has chosen to join forces with several partners and tool publishers to complete its technological and operational set-up. These partners include Mayday, responsible for providing a knowledge base and a self-care FAQ.

The partnership between Mayday and Konecta, launched at the end of August 2023 as part of the Paris 2024 Olympic and Paralympic Games, is a great success story to discover.

A look back at this successful adventure!

A customer service strategy based on self-care and an efficient knowledge base

The consumer customer service team, known as the Paris 2024 Help Center, has seen its workforce evolve over time. Outside the Olympic Games, it consisted of a dozen advisors, supervised by three supervisors and supported by one, then two knowledge managers.

During the Olympic Games, the team was expanded to 30 advisors, four local managers and three knowledge managers, for a total of 37 Konecta users, plus six Paris 2024 users.

To support its advisors on a daily basis, Konecta called on Mayday to design and manage internal knowledge bases, in French and English, and to set up an external knowledge base dedicated to the help center (Frequently Asked Questions/Selfcare) for the general public. 

In the absence of precise data on the volume of user requests, Paris 2024 wanted to encourage the use of self-care, notably through an FAQ and a chatbot. The aim was to provide comprehensive, accessible information through several channels, while enabling the general public to find answers on their own, whatever the type of request (practical, general information, accessibility, ticketing, etc.) or the profile of the requester (spectator, athlete, local resident, fan, community...).

In-house knowledge bases, meanwhile, have played an essential role in enabling advisors to provide personalized responses to customer queries, thanks to a specific reference system made available to them.

"Knowledge management was the central element of the Paris 2024 project. Through selfcare, the idea was to disseminate the right information at the right time for service users, and to provide key updates based on the calendar of events," explains Christophe Catalano, Quality & Training Project Manager at Konecta French Speaking Market.

Mayday also hosted the FAQ and the applications made available to users, particularly in terms of accessibility and chatbot.

Mayday integration for simplified knowledge management

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"We had already tested the Mayday solution for another customer and were satisfied with it. As it covered the main functionalities expected by Paris 2024, i.e. simultaneous management of internal and public knowledge bases, as well as multilingual management, Mayday was included in the adventure! " explains Corinne Descombes, Project Manager in the Sales and Marketing Department of Konecta French Speaking Market.

The aim was to deploy a single platform to centralize interactions, eliminating the need for e-mails and other tools such as Google Workspace or Microsoft Teams.

This centralization has considerably improved responsiveness, particularly during the Olympic Games, while limiting the risks of loss and heterogeneity of the information disseminated, whatever the channel used.

In addition, thanks to this centralized organization, it has been possible to monitor application processing times more effectively.

"The tool confirmed its ability to meet the challenges: dynamic FAQ with pinned content. The free configuration of the knowledge base enabled us to meet Paris 2024's expectations and requests for multiple, constant changes throughout the project ", adds Amel Hammoum, Knowledge Management Manager for the Paris 2024 project at Konecta.

Training via Mayday: less attrition, more autonomy and less stress for advisors

From their initial training, the advisors were familiarized with the standard use of the Mayday platform, then as needs arose, Konecta optimized the use of other more advanced functionalities which, in particular, made it possible to manage all communications directly via the tool, thus replacing e-mails.They also transmitted numerous feedbacks to the support team throughout the use of the tool, thanks to the dedicated "feedbacks" functionality.

This feedback was analyzed daily by Amel Hammoum and the support team, who actively encouraged advisors to express their needs and contribute to the continuous improvement of the knowledge base and selfcare.

"What I appreciate most about Mayday is its ease of use and ergonomics. It's intuitive and accessible, even for computer novices, while offering advanced knowledge management. Its stand-alone mode of operation meant that advisors were immersed in the tool right from the training phase. In fact, Konecta noted a reduction in the attrition rate during initial training. When training is carried out in Mayday, the attractiveness of training is increased, there is less stress and more autonomy for advisors ", explains Amel Hammoum.

The drop in the attrition rate for initial training is a structuring factor with a positive impact on the economic model of this large-scale project.

Hub Mayday: a central feature for managing and optimizing feedback from Konecta and Paris 2024 teams

Another best practice implemented by the Konecta project team was the proposal of a knowledge management workflow to Paris 2024, based on feedback and the use of Mayday's Collaborative Hub.

This process was quickly adopted by the Paris 2024 team, who then perfected it in preparation for the Olympic Games. The daily consultation of the Mayday Hub, introduced at the start of the day, became routine. To everyone's surprise, this functionality became the preferred solution for driving collaborative knowledge management, strengthening cooperation with the Paris 2024 teams.

" The Mayday Hub enabled us to manage knowledge, track the progress of tasks, exchange feedback to adjust requests, assign tasks to different team members, and have visibility over each consultant's level of consultation. But above all, it gave us an overall view of knowledge management, " explains Amel Hammoum.

Good knowledge management: the key to efficient, optimized customer service

Compliance with procedures, responsiveness to challenges, anticipation of needs and effective project management were at the heart of Konecta's approach. The level of quality expected by Paris 2024 was achieved, particularly in terms of content, conformity of information provided and consistency of responses.

The consultation rates, combined with feedback from satisfaction surveys, demonstrate a real match between the content offered and user expectations. In fact, one of the first significant results is that advisors have embraced the Mayday tool.

As Amel Hammoum points out, it's"rare to see a tool that federates so many people, and that enables us to build an effective initial training program for advisors".

"The granularity offered by the administration console for managing collaborators and content is what I like best about Mayday. The integrated dashboard also provides key elements for improving content via consultations, relevance, etc.", Christophe Catalano.

Indeed, Mayday's advanced features, such as dashboards, have also played a key role. They enable analysis of the consultation rate per advisor, as well as the level of engagement with notifications. This data has enabled Konecta to provide more targeted support to advisors as they develop their skills, thus boosting their efficiency and autonomy.

"Beyond simple performance calculations, the Mayday dashboard revealed key data, such as the number of user consultations on the FAQ Grand Public Paris 2024 and the number of advisors on the internal knowledge base , " adds Amel Hammoum.

Onboarding and consulting: tailor-made support

From demonstrations of the tool to its implementation, via follow-up points, Mayday ensured the best possible support for Konecta and Paris 2024 throughout the Olympic and Paralympic Games adventure. Personalized support was put in place to ensure optimal use of Mayday. Throughout the year, Mayday also developed new features and provided updates to meet their needs.

"With Mayday, we were able to meet our commitments in terms of processing quality, compliance, responsiveness, anticipation and management. My feeling is that we made no mistake in choosing Mayday", concludes Corinne Descombes.

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