How can knowledge be transformed into business impact? Feedback from BoursoBank

Who hasn't heard of BoursoBankthese days? France's leading online bank, it inspires confidence in more than 8.3 million individual customers. Ranked 9th among digital brands in France, it records more than 130 million visits every month. A customer of the Maydaysoftware suite, it is now sharing its success story in a webinar and in this case study. Focus.

The challenge: effective customer service... hampered by underutilized knowledge

Before we start talking about BoursoBank's success story with Mayday, let's first take a look at the structure and functioning of its customer service department.

" Our advisors handle requests based on subject matter and level of expertise. Our organization is structured on three levels (1, 2, and 3). Depending on the complexity of the request or the specific expertise required, the customer may be directed to the most appropriate level, where the advisor has the necessary skills or knowledge. However, the majority of requests are routine, so it is essential to provide an effective and rapid response from the very first contact," explains Jérôme Maître, Director of Employee Experience at BoursoBank.

With over 305,000 monthly contacts, the customer service department of this French bank, comprising 500 advisors, plays a strategic role in the overall user experience. However, before Mayday was integrated, several weak signals indicated friction:

• 12% re-contact rate, 
• Up to 60 days for advisors to become proficient,
• Advisors had to conduct an average of 15 information searches per day.

The main cause? An internal knowledge base that is difficult to maintain and ill-suited to business challenges:

• lack of content management,
• lack of collaboration with the field,
• no usage data,
• lack of information lifecycle management.

Consequences: increased dependence on business experts, longer processing times, and an uneven customer experience.

" It takes an average of 60 days for an advisor to become fully competent. This means we have to train new employees on a regular basis. It was in this context that the idea of setting up a knowledge base was born, with the aim of providing more effective support for their training and autonomy," explains Jérôme Maître.

The ambition: aligning knowledge management and business performance

BoursoBank's objective is clear: to make knowledge a true strategic asset, capable of both strengthening the autonomy of its advisors and improving the customer experience.

To achieve this ambition, in July 2023 the bank is launching a structuring project with clear objectives:

• Centralize and ensure the reliability of information, so that all data is both accurate and accessible; 
• Facilitate its dissemination among teams, so that the right answer reaches the right advisor at the right time;
• Accelerate the resolution of customer requests to transform every interaction into a smooth and satisfying experience.
• Reduce transfers to experts by giving field teams the means to act effectively.

And all this with one key requirement: to make the impact visible from the very first months, so that every improvement is tangible and measurable.

Project implementation: rapid and collaborative deployment

Led by a project team of 3 to 4 people, the program was rolled out in less than three months.

A rare and remarkable pace for projects of this scale!

" A quick and efficient deployment!" comments Jérôme Maître.

The deployment followed a structured and collaborative approach:

• Migration and audit of existing knowledge,
• Editorial structuring of content, 
• Establishment of sustainable governance,
• Change management support for teams.

" Our goal is clear: we need to roll out the knowledge base by the start of the 2023 school year in September," adds Jérôme Maître.

By September 2023, the results were already impressive: 2,000 articles imported and the knowledge base deployed to 450 users. A significant achievement, especially for such a recent project.

Furthermore, following deployment and according to an internal survey, advisors gained autonomy (4.1/5) and referred fewer requests to higher levels. 

" Today, if we were to redo the questionnaire, we know that the scores would be even higher, because use has become daily, almost systematic. We see this in our exchanges with them: it's not just to respond to customers, but also to verify that the information we share is always up to date," says Jérôme Maître.

Mayday: knowledge now firmly rooted at the heart of BoursoBank

One year later, more than 1,000 employees use the Mayday database on a daily basis. Knowledge thus becomes alive, continuously enriched by feedback from the field and naturally integrated into new product launches.

"The project gradually gained momentum within the company, and we wanted to involve all BoursoBank employees so that Mayday could take its rightful place in our organization," explains Jérôme Maître .

Project activation: industrializing quality through AI

To ensure the reliability, relevance, and continuous updating of content, BoursoBank has integrated AI agents into the heart of its knowledge management system.

These assistants enable the automation of:

• generating new articles from existing sources or field reports,
• the distribution of targeted notifications to advisors,
• checking that content complies with the editorial charter.

By facilitating the production and updating of information on a large scale, this approach has made it possible to process more than 4,000 user feedback comments and send out more than 800 notifications.

It thus helps to reinforce the adoption of the knowledge base by teams and maintain a high level of information quality over time.

The results: a measurably improved customer experience

Today, two and a half years after deployment, indicators show a direct and measurable impact on performance:

• +20 NPS points (reaching 52) - increase since the deployment of the new knowledge base,
• +7% immediate satisfaction ( First Call Resolution driven by intensive use of Mayday),
• - 13% reduction in average processing time and shorter waiting times,
• - 46% escalation rate to experts. Level 1 advisors transfer far fewer requests to level 3 experts, thanks to their increased autonomy.

" We are very satisfied with the use of the Mayday knowledge base at BoursoBank," concludes Jérôme Maître.

With more than 3.3 million visits in 2025, knowledge has established itself as a strategic driver of productivity and satisfaction, and is a real success story.

Today, BoursoBank also owns Mayday Academy, Mayday's interactive training platform (LMS) designed to train and accelerate the skills development of your teams.

The experiment conducted by BoursoBank perfectly illustrates the strategic role of structured and governed knowledge management in customer service operations. By transforming its knowledge base into a collaborative system , managed and aligned with its business challenges, the bank has succeeded in:

• Significantly reduce the time it takes for advisors to become proficient
• Ensure greater consistency in the quality of responses provided
• Improve first contact resolution rates
• Sustainably enhancing the customer experience

Beyond being a simple operational tool, knowledge thus becomes a strategic asset, capable of supporting team efficiency, optimizing customer journey performance, and contributing directly to business results.

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Would you also like to optimize your knowledge management and generate a real impact on your business? Contact our experts now: https://www.mayday.fr/rencontrez-nos-experts