Knowledge management and training: ACL's winning duo

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What if the operational excellence of your customer service involved better knowledge management and ongoing training for your advisors? That's the challenge successfully taken up by the Automobile Club du Luxembourg, supported by Mayday. Discover how ACL transformed its customer service thanks to a centralized knowledge base and a continuous training program, resulting in enhanced productivity and record customer satisfaction.

ACL, the reference partner for assistance

Before we get to the heart of the matter, let's make some introductions! Founded in 1932, the Automobile Club du Luxembourg (ACL) now has over 191,000 members and is the benchmark partner for assistance, mobility, travel, leisure and motor sport, both in the Grand Duchy and internationally.

ACL offers six complementary ranges of services: mobility assistance, tailor-made travel, leisure and passions, services for professionals and motor sport, to support its members in all aspects of their mobility and passions.

In search of a single tool for all knowledge 

The Automobile Club du Luxembourg (ACL) faced a major challenge: to centralize all its knowledge in a single tool, from customer service operating procedures and end-customer feedback to initial and ongoing training materials, while taking advantage of the functionalities of artificial intelligence. 

The company also needed to harmonize its various databases, develop internal standards, ensure regular documentation updates and reduce the risk of errors, while reinforcing the feedback culture within its teams. 

"At our customer relations center, we had a recurring problem: the deployment of knowledge by telephone advisors. Our customers often contact us in critical situations, such as a breakdown or an accident, and expect us to have full command of all the information. However, there were over a hundred different assistance contracts, spread across several non-harmonized databases, often managed via Excel files. This made access to information laborious, with advisors spending more time looking for answers than listening to and assisting the customer", explains Louis-Nicolas Bier, ACL's Director of Operations.

At the same time, it was looking for a solution capable of connecting to various external platforms and efficiently managing multilingual content. 

The main objective was to boost customer satisfaction while optimizing the knowledge lifecycle. 

"We also had to cope with staff turnover and renewal, while ensuring that documentation was constantly updated, particularly with increasingly personalized offers (VIP, premium, basic). Errors in the information transmitted led to complaints, additional costs and a risk to customer satisfaction", explains Louis-Nicolas Bier, ACL's Director of Operations.

In this context, the adoption of a knowledge base was a strategic decision, enabling ACL to structure, secure and enhance its knowledge in a coherent and sustainable way.

But that's not all... now let's take a look at the four solutions that enabled ACL to meet all these challenges!

ACL × Mayday: reinventing customer service

To meet its needs, ACL opted for full support from Mayday, initially deploying two of its omnichannel solutions:

• The knowledge base has been set up as a single reference point for customer service, centralizing and updating all documentation intended for advisors. 
• Mayday Academy, our intelligent learning platform (LMS), has been connected to the knowledge base in order to enhance team skills by building on existing content and transforming customer service into a genuine learning department. 

Coming soon: 

• Mayday AI to optimize content using artificial intelligence, manage multilingual information and enable agents to quickly find answers via Ask Mayday. 
• Mayday Selfcare, which will enable customers to resolve their own queries via an FAQ hosted on the ACL site, thus reducing the volume of contacts with customer service. 

By relying on the full range of Mayday solutions, ACL now benefits from a flexible, customized platform that is perfectly integrated with its other tools, boosting the efficiency and quality of its service.

A knowledge centralization project that also brought its share of challenges

A knowledge centralization project that also brought its share of challenges for ACL. Restructuring existing databases involved homogenizing data, managing resistance to change, implementing new practices and reinforcing the feedback culture. 

At the same time, the creation of the new knowledge base has made it possible to establish a genuine knowledge culture and empowered departments that previously had none.

The whole system is built around a unique knowledge base, designed to meet the challenges of training, knowledge capitalization and operational efficiency.

Concrete, measurable results right from the start of the collaboration

ACL's knowledge management project is already bearing fruit, with significant impacts on productivity, efficiency, sharing and team satisfaction. Each active user consults the Mayday Knowledge database an average of 189 times a month, with a 91.6% success rate. 

Advisors gave 172 feedbacks and an overall NPS score of 71, testifying to their commitment and satisfaction.

"For 30 years, the knowledge base was based on a simple Excel file, but the arrival of numerous B2B contracts made it too complex. The switch to a new solution initially seemed brutal to some employees, but was quickly accepted as it facilitated and accelerated their daily work", comments Chloé Bidenbach, ACL's Quality Project Manager. 

100% of users equipped in 4 months!

It is worth noting that the solution was deployed in a record time of 4 months. Mayday responded quickly to ACL's growing needs, ensuring a smooth transition and immediate adoption by teams, with 100% of equipped users using the tool since its launch.

"It's really become their everyday tool for getting information," adds Chloé. 

It's only a short step from knowledge to training...

Mayday Academy: strengthening team training and autonomy

With Mayday Academy, ACL has been able to accelerate the onboarding of new agents while training them directly in the use of Mayday Knowledge. The knowledge content is now integrated into the training courses, avoiding double encoding and forgotten updates. The training platform also encourages agents' autonomy in managing their training path, makes sessions more interactive and offers trainers a practical tool to facilitate corrections and effectively assess skills.

Mayday Academy: validated and adopted!

The training platform received an average score of 8.9 out of 10 and an overall NPS of 63 from ACL consultants, testifying to its rapid adoption and team satisfaction.

"Thanks to a satisfaction survey on the use of the academy, we were able to set up improvement actions for the various training courses. What we really wanted was more training. We were positively surprised: it's very encouraging to see this desire for more training", says Chloé Bidenbach.

In short, knowledge management and training form a winning duo for ACL, combining the centralization of knowledge and the enhancement of team skills. This success testifies to the lasting and effective collaboration between Mayday and ACL, in the service of ever more efficient customer service.

" The momentum of the project eventually spread to other departments. Today, the quality department, which is piloting the project, has to manage a prioritization, as other departments are also requesting the implementation of a knowledge base ", concludes Louis-Nicolas Bier, ACL's Director of Operations.

To find out more about our experience feedback and a demonstration by Louis-Nicolas Bier and Chloé Bidenbach, watch the replay of our webinar dedicated to the subject: