Transforming Customer Engagement: SVH's Journey with Polly.Help's Knowledge Management

“We are the Social Housing Providers Haaglanden (SVH), a multifaceted entity. On one side, we engage in policy collaboration with all housing corporations possessing properties in the Haaglanden region. On the other, we are recognized as Woonnet Haaglanden, the platform where housing corporations showcase their social rental properties and housing seekers place their applications. We oversee and administer the system and website.”

“We are the Social Housing Providers Haaglanden (SVH), a multifaceted entity. On one side, we engage in policy collaboration with all housing corporations possessing properties in the Haaglanden region. On the other, we are recognized as Woonnet Haaglanden, the platform where housing corporations showcase their social rental properties and housing seekers place their applications. We oversee and administer the system and website.”

“Our clientele primarily consists of housing seekers, with approximately 170,000 individuals currently on the register. Half of these actively pursue housing solutions. Additionally, we engage with representatives from Municipalities and collaborative partners.”

“The escalating housing shortage has translated into heightened demand for social rental housing. This surge in demand led to an uptick in customer interactions over the years. In 2018, we initiated a customer-centric vision project. The central query revolved around elevating the satisfaction levels of housing seekers.”

“The genesis of adopting knowledge management was rooted in the scarcity of information, which, in turn, resulted in incomplete responses and challenging scenarios during telephone interactions.”

“Before the inception of the CCC, our sole mode of communication was through email, with housing seekers engaging in telephone conversations with housing corporations. This often gave rise to complications stemming from inadequate responses or informational gaps.”

“Our customer vision project unveiled the need for a procedural overhaul. A business case was crafted, subsequently leading to the selection and implementation of a Contact Center solution. Simultaneously, the concept of establishing a centralized information hub, empowering employees with the requisite knowledge to offer informed guidance to housing seekers, took root. This culminated in the deployment of Polly.Help’s knowledge management platform.”

“At present, we offer accessibility through both telephonic and email channels, with a primary focus on bolstering telephonic availability. We manage an influx of around 4,000 calls per month, equivalent to 200 calls daily.”

“Indeed, you are correct. People seek homes, and unfortunately, we cannot always provide immediate solutions. During our customer interactions, we ensure the completeness of registration details to prevent housing seekers from being denied housing opportunities due to avoidable discrepancies. Although we may not always offer the desired outcome, our aim is for every interaction to leave the customer feeling heard and well-informed.”

“As we introduced telephony as an additional communication avenue, our objective was to manage email traffic efficiently and prevent overload. One of Polly.Help’s key advantages lies in its ability, when a subject is entered in the contact form, to automatically display standard knowledge base items. This significantly enhances the probability that housing seekers will locate answers independently, thereby reducing the need for email inquiries.”

“Polly.Help stands out due to its capacity to comprehensively house both internal and external responses to queries in a unified knowledge base. While internal responses remain accessible solely to colleagues, external responses are prominently showcased on our website. Moreover, Polly’s platform facilitates the registration of channel-specific responses per query, allowing us to respond promptly via both telephone and email.”
“We have also incorporated work instructions into the knowledge base in the form of knowledge articles. This has become an integral component of the onboarding process for new employees, with their initial day involving a dedicated period spent perusing Polly’s knowledge base to acquire essential information.”
“Another notable benefit is our receipt of weekly reports that track the frequency of knowledge item accesses, affording us insights into the most frequently posed questions.”
“Polly.Help serves as an invaluable tool for centralizing foundational information, thus providing a structured framework and steadfast support to CCC employees.”

“Our operations involve policy rules and exceptions, which evolve every few years. For instance, our income tables, determining the income criteria for various rental rates, undergo annual revisions.”
“Comprehending these nuances can be a daunting task for new CCC employees, and Polly.Help plays a pivotal role in simplifying this process. Polly.Help offers a robust mechanism for centralizing fundamental information, thereby offering clarity and guidance to CCC staff.”
“What I find particularly commendable about Polly.Help is its swift implementation of changes. We receive a wealth of insights from CCC employees, who interact directly with our customers, providing valuable feedback and recommendations. It’s reassuring to have complete autonomy and not be reliant on external providers for operational adjustments.”

“Polly.Help provided valuable guidance on configuring the knowledge base, including setting up decision trees, crafting articles, and employing appropriate keywords. Additionally, Polly’s user-friendly interface ensured a rapid comprehension of its functionalities. Remarkably, Polly’s knowledge base was up and running within a span of just 5 days, a period marked by an intensive effort to input all the knowledge from scratch.”

“Our collaboration with Polly.Help has been exceptionally productive. Initially, we received comprehensive assistance and guidance during the setup phase, ensuring that we understood every aspect of the platform. Subsequently, we found that Polly’s user-friendly design rendered further external support largely unnecessary. Once Polly.Help is fully configured, nearly any member of our team should be capable of managing it.”

“In the summer of 2023, a new website is slated for launch, with Polly.Help’s knowledge base poised to play a more prominent role. Presently, visitors access Polly’s knowledge base through the ‘Question & Answer’ link on the website. In the ensuing year, knowledge items from the knowledge base will be integrated with the website’s general search bar.”