For whom · Beyond the contact center
Most of your knowledge never reaches a customer.
Standard operating procedures, work instructions, policy documents, system settings. Everything that needs an owner and a review date, and most of it is never spoken out loud to a customer. The contact center is where bad knowledge shows first, not where it lives.
5,000
people across Alliander's chain work from one source, many of them in the field
As a performance support system, with procedures, policy and work instructions.
The common challenge
What goes wrong first.
Five patterns, and none of them is a technology problem. They are what happens when knowledge has no owner and no review date.
What happens when Hans retires
Knowledge that sat with one person for years, and no plan for the day he leaves.
Where is our knowledge
The same question every week, and every time the search starts again.
Which document is the right one
“New”, “final”, “really final”, and nobody can say which version holds.
A new colleague, old chaos
Onboarding that runs on asking colleagues, because there is nothing to read.
Who may see this, and who changed it
The question an audit, NIS2 or a compliance review opens with.
How Polly supports this.
The same platform the contact center runs on, doing the rest of the organization's knowledge. One record per answer, one owner, and every department reading from it.
One standard for every kind of knowledge
Procedures, policy, work instructions, system settings and decision trees, held in the same structure as the answers your customers get.
One record, different audiences
HR, operations, the field and the service desk work from the same answer, and roles from your own identity provider decide who sees which part.
The process comes with the answer
Decision trees, the steps and the source document sit on the record, so people see what to do next, not only what is true.
Into the tools people already have open
Intranet, employee portal, agent screen, self-service and the field, with one open API underneath, so whatever you buy next reads from the same source.
A named owner and a date
Every answer belongs to a team and comes back to them for review, with every earlier version kept. Whoever spots the mistake flags it where they stand, and it lands with that team.
Only the validated leaves the building
Drafts and overdue answers are invisible to every channel and every assistant. What is expired, near-identical or asked but never answered surfaces before a customer finds it.
Proven in practice
Already running here.
Every story below is published in full, with the numbers the organization put their own name to.
Alliander
Empowering Field Teams with Performance Support
Police
Smarter Knowledge, Stronger Trust
United Airlines
Empowering Training and Self-Service Through Centralized Knowledge
Efteling
Streamlining Internal Knowledge for Better Customer Contact
Louwman · one of the organizations running on Polly
Who this is actually for
Somebody is on the phone right now.
She has ninety seconds. The customer wants to know whether the repair covers a replacement device. She finds three answers: one from the intranet, one a colleague pasted into the team chat last spring, and one the assistant just produced with complete confidence. Two of the three are wrong, and nothing on her screen says which two.
So she picks the one that sounds most official, and hopes. Everything on this page exists for that ninety seconds. Not for the audit, not for the dashboard. For her, on that call, with the customer waiting.
Somebody is in the field right now.
He is standing at a street cabinet with a procedure to follow and a work instruction that changed in June. He opens it on his phone, in the app he already uses for the job, and it comes from the same source the people on the phone work from. Same question, same validated answer, whichever end of the organization it is asked from.
Built by people who did that job.
Polly did not start in a category playbook. It started in contact-center projects across Europe in 2015, where the same thing kept happening: good people giving confident answers nobody had checked. We built the fix we kept wishing existed.
Meet the team
The same answer, from the inside.
Access and history on one record, not in a separate tool.
Who may open this SSO and RBAC
Roles come from your identity provider. Revoke there and it is gone here, in the same minute.
What happened to it v14
Every version is kept. You can show a regulator what the answer was on any given day.