How did Mayday help Appart'City win the "Customer Service of the Year 2026" award?

For more than ten years, Concentrix, a global player in customer experience, has been supporting Appart'City, the French leader in apartment hotels located in the heart of major French cities, in managing its customer service. With a team of 32 people dedicated to customer service and sales administration, this collaboration is based on a relationship of trust built hand in hand.

For the hotel group, Concentrix has become a strategic partner, with a dedicated team based in Fez working every day to ensure the success of reception and sales services.

As part of this initiative, Concentrix partnered with Mayday, a leader in knowledge management, to effectively centralize and structure Appart'City's knowledge base—a lever that helpedthe company win the title of"Customer Service of the Year 2026."*

Together, they work to continuously improve the customer experience, while enabling advisors to quickly access the right information at the right time.

In this case study, we invite you to take a look behind the scenes of this knowledge management success story!

Before Mayday: scattered and time-consuming customer service

Before Mayday, Appart'City's customer service knowledge was scattered: procedures were scattered across Outlook emails and various media, with no centralization. This led to significant time loss, frequent errors, and difficulties in training advisors, who could not always find the right information at the right time. Managing this knowledge, often via Teams or email, was inefficient and time-consuming.

"We started from scratch, without the tools to match our ambitions. We first developed the CRM, then we focused on the knowledge base, which was a real cornerstone for us. The idea was to prepare well for the ESCDA competition and, in the long term, to capitalize on all the tools we had put in place. Mayday is ultimately the culmination of this digital transformation," explains Rayan Tebaï, Key Account Manager at Concentrix.

After starting with a CRM system, they decided to focus on building a solid knowledge base to better prepare customer service and consider a long-term solution. 

"Mayday has become our library! It brings together all the information, making it much easier to quickly access the data we need," says Siham Daki, Customer Service Manager at Concentrix.

This is the culmination of a series of tools designed to optimize knowledge management over the long term.

Mayday: the intelligent knowledge base that centralizes, structures, and delivers knowledge using AI

Mayday was the natural choice for the Concentrix team, as they have been long-standing partners. What appealed to the team was its ease of use and its advisor-centric approach. Unlike a static knowledge base, Mayday is a living, AI-powered, collaborative, and scalable solution.

Features such as feedback and information sharing on the administrator side allow content to be continuously adjusted. According to Siham and Rayan, the interface is both intuitive and user-friendly, encouraging users to explore and contribute.

"You can track feedback, see the most frequent searches... This allows you to continuously adjust your knowledge. And that's what I really liked: the user-friendly aspect. Just click, and you can do this or that. Nothing is complicated with Mayday," explains Rayan Tebaï, Key Account Manager at Concentrix.

"Finally, the AI component assists agents, particularly those in the sales department, in formulating their responses more easily. By centralizing processes, Mayday simplifies knowledge management and makes it easy to onboard new employees," adds Siham Daki, Customer Service Manager at Concentrix.

Facilitating access to information for enhanced efficiency

When deploying Mayday, the team set itself several objectives:

1. Facilitating access to information so that every Appart'City advisor can quickly find the right answer
2. Become more responsive by replacing scattered processes on Teams with a simple, instant search in Mayday.
3. Save time for supervisors, who are often asked to answer the same questions
4. Accelerate the skills development of new arrivals and existing employees by strengthening their existing knowledge.
5. Streamline internal processes and standardize practices to improve consistency
6. Monitor usage and engagement through viewing statistics, enabling the identification of additional support or training needs

As Rayan Tebaï explains, "There was also the idea of freeing up time for managers, who were often asked repetitive questions simply because we didn't have a knowledge base yet. With Mayday, we can finally free up their time so they can focus on other issues."

Rapid deployment and enthusiastic adoption by teams

The deployment of Mayday went smoothly, and within just two weeks, the solution was up and running.

On the advisor side, adoption was rapid and enthusiastic. The tool was quickly mastered, thanks in particular to the preparation for the "Customer Service of the Year 2026" competition, which stimulated team engagement. This challenge, focused on Average Handling Time (AHT) and responsiveness to mystery shoppers, enabled advisors to improve their efficiency by responding faster and better, for example to requests related to parking or breakfast supplements, while meeting the deadlines.

They were also impressed by the clarity and structure of the Mayday knowledge base, particularly the content enhanced by artificial intelligence to capture agents' attention during process updates.

They were also impressed by the widget, which simplifies the integration of Mayday into other customer relationship tools, as well as by the assisted writing of articles via prompts directly connected to the knowledge base.

The rituals put in place to keep the knowledge base up to date

Best practice: keep the knowledge base up to date with feedback from the field

Each new shared process is subject to direct feedback from agents to ensure that it is clear and easy to apply. Thanks to consultation statistics, teams can track searches performed on Mayday and identify any adjustments that need to be made. This regular monitoring ensures continuous updates and a knowledge base that is always aligned with the field.

"The consultation rate per agent is very important. Mayday allows us to see exactly what agents are looking for, what information is missing, or which processes are unclear. We can also identify advisors who don't consult the database and prefer to ask questions verbally, without necessarily checking the procedures," explains Siham.

In just six months, nearly 4,648 consultations were carried out, an average of 142 consultations per user. This figure, which is constantly increasing, is accompanied by an adoption rate that now stands at 82%, proof of the growing support among teams.

Precise and personalized support

At Mayday, we place great importance on offering support that is precise, personalized, and tailored to the specific needs of each client. 

Concentrix is no exception to this rule: thanks to Victoire, a dedicated Knowledge and Customer Success Manager who provides close support throughout the partnership, Concentrix benefits from tailor-made assistance. 

This personalized support ensures effective implementation of Mayday, rapid adoption by teams, and constant, responsive, and proactive support, enabling continuous optimization of knowledge management and user experience.

"Our dedicated Customer Success Manager, Victoire, was very available and proactive, especially during onboarding. You can really feel that the Mayday team wants to support and understand our needs, not just provide a tool. Even the post-launch support was great: always there to answer questions in detail. It's really nice, thank you for your support!" explains Rayan.

To describe their relationship with Mayday, Rayan chooses three words: simplicity, efficiency, and humanity. Siham, for her part, highlights organization, simplicity, and follow-up, emphasizing the importance of support that allows them to stay up to date on the latest news and key information.

How Mayday saved 70 seconds on the DMT

Results and performance gains

With Mayday, Concentrix has significantly improved the productivity of Appart'City's customer service representatives. 

The knowledge base consultation rate reveals that agents who do not use it are also those who make the most mistakes, highlighting the importance of regular access to updates. 

Thanks to Mayday, advisors are more responsive because they can find information quickly, reducing the average handling time (AHT) by nearly 70 seconds compared to laboriously searching through emails or scattered notes.

Tracking consultations, along with the date the content was updated, also facilitates knowledge management. 

In terms of quality, the tool has enabled a 5% improvement in quality, resulting in fewer errors and customer complaints, thanks to more accurate information retrieval. 

This success was particularly evident in the "Customer Service of the Year 2026" competition, won by Appart'City. Over an eight-week period, more than 200 mystery shoppers evaluated the performance of their teams. Mayday played a key role in this demanding process by enabling advisors to provide faster, more accurate, and more consistent responses.

Knowledge management, a strategic pillar for tomorrow's customer services

Knowledge management will become a strategic pillar of contact centers and customer service departments. With the evolution of technology, knowledge will no longer be merely consulted, but fully exploited. To achieve this, it is essential that it is clean, centralized, and well managed. Investing in a solution such as Mayday, which is already compatible with all platforms on the market, enables ambitious projects to be carried out and ensures that we remain at the forefront," concludes Rayan Tebaï, Key Account Manager at Concentrix.

This strategy has paid off: Appart’City was named "Customer Service of the Year 2026," a recognition that attests to the effectiveness of the work carried out and the strength of the collaboration between their teams, Concentrix, and Mayday. We are proud to have contributed to this success!

If, like Appart’City, you want to centralize and manage your knowledge effectively, please don't hesitate to contact us: https://www.mayday.fr/rencontrez-nos-experts

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*Hospitality category - Ipsos bva study - Viséo CI - More information at escda.fr