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Avanza

Scaling Customer Experience Through Centralized Knowledge
Avanza, one of Sweden’s leading digital banks and investment platforms, is known for delivering fast, user-friendly service at scale. But behind the scenes, rapid growth brought increasing pressure on their internal support operations especially during peak periods.

With siloed documentation and inconsistent answers slowing teams down, Avanza chose Polly.Help to centralize knowledge, streamline internal workflows, and improve response quality.

The result: faster onboarding, reduced handling times, and a modern support experience built on trusted, structured knowledge.
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Customer Opinion

Polly.Help gives us the structure and control to scale support—without compromising on quality or consistency. It’s a cornerstone of how we plan to grow, serve, and empower

Erik Åström,
Specialist Team – Customer Relations, Avanza

The Challenge


  • Inconsistent responses across teams and communication channels
  • High contact volumes, including questions that could be deflected via better self-service
  • Increasing internal escalations due to lack of first-line knowledge support
  • Onboarding new agents was time-consuming due to fragmented or undocumented processes
  • Limited ability to maintain and govern knowledge effectively across multiple roles

The Polly.Help Solution

  • Deployed a centralized internal knowledge portal, integrated with the Storm DTA (Desktop Task Assistant), surfacing content based on interaction context and business rules
  • Offered standalone access for back-office users, with flexible use across departments
  • Enabled future-facing web self-service powered by GraphQL API, embedding knowledge directly in Avanza’s website and apps
  • Structured knowledge into FAQs, internal procedures, troubleshooting flows, and omnichannel-optimized content
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The

Results

  • Increased efficiency and autonomy for contact center agents through structured, searchable internal guidance
  • Improved response consistency across phone, chat, and email critical to both compliance and customer trust
  • Accelerated time-to-competence for new employees through streamlined onboarding and guided learning
  • Reduced internal escalations by empowering first-line agents with accurate, contextual support content

Building a Future-Ready Knowledge Ecosystem

Avanza’s implementation of Polly.Help is more than just a platform rollout it's a strategic shift in how knowledge flows throughout the organization.

With clearly defined roles, content structures, and deployment phases, they’re positioned to scale sustainably while delivering a world-class experience to both employees and customers.

Want to see how Polly.Help enables scalable support and smarter service delivery?


More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
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Polly.Help B.V.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025