4+ years of partnership · Contact Center, Shared Services and ClaimsIntelligent ecosystem: from information to transformation
Founded in 1933, Mapfre is one of the world's largest insurers: over 30 million customers, 4,500 offices and 30,000 employees. With Beedoo, training moved from static files and long in-person sessions to a hybrid, scalable journey powered by AI.
To align the whole contact center: in-person training depended on pulling agents off breaks, and PDF manuals ran past 300 pages.
An entire center of 300+ people aligned, with fast continuous-improvement cycles and performance-driven responses.
Knowledge management at scale, in a highly complex operation
Mapfre needed to modernize how it trained frontline teams, especially in the Contact Center, Shared Services and Claims. The knowledge existed — but it was scattered, static and hard to consume at the pace of the operation.
Without reliable metrics, there was also no visibility into who actually consumed content or how training impacted the day-to-day.
Static materials
SharePoint with PDF manuals over 300 pages long, making information hard to find.
Slow alignment
In-person training depended on pulling agents off breaks. Aligning the whole center could take up to 6 months.
No metrics
Low engagement and little visibility into who really consumed the content.
The ecosystem and the hybrid journey
Beedoo didn't just centralize information: it changed how people learn and interact. The model was designed around a strong Gen Z presence, focused on speed and attention.
Microlearning and multimedia
Long courses replaced by 3–4 minute videos, interspersed with text and quick tests for retention.
The “Giro” program
Launched every Friday, a fast alignment focused on KPIs, NPS and urgent rollouts. Enables PDCA cycles within the same week.
Living wikis
Operational manuals used as handbooks. Recent changes are highlighted in blue and users get automatic update notifications.
Flipped classroom (hybrid)
Heavy theory moved to e-learning. The instructor now acts as a mentor in sessions focused on practice and real questions.
The voices behind the ecosystem
From the people who structure frontline training at Mapfre.
“Today we can align an entire center of more than 300 people in less than a week. That's essential for us, because every continuous-improvement move, rollout or performance alignment gets a much faster response.”
“Our mindset here is to increasingly turn training into something where our instructor, who used to explain 100% of the content, becomes a mentor. People take the e-learning, and then come in for mentoring, to stress-test the knowledge.”
What changed, measured
After 4+ years of partnership, last semester's internal-audience numbers prove the ecosystem works.
MKS: AI on the frontline with Beebot Navigator
Mapfre was a pioneer in adopting Beedoo's AI, internally named MKS. Trained on the Wiki knowledge base, it has already answered 40,000 questions this year. AI significantly cut search time and gave agents full autonomy.
Beyond Mapfre's walls
The hours and participation numbers above cover only internal employees (Contact Center, Shared Services and Claims). The ecosystem also expanded to critical business partners: today the platform actively serves more than 3,000 external users, including referenced repair shops, law firms, providers and third parties, ensuring process alignment across the whole service chain.
“I just throw the challenge at this team. They make it all happen. Next thing I know, it's running. Amazing!”
What comes next
Mapfre plans to unify all of its internal environments, plus a gamified rebrand (Mapfre Labs) using personas and virtual stores to engage teams even further in the coming years.
Operations with the same challenge
The same ecosystem applies to operations that need to align many people, fast, with always-updated knowledge.
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