Brabant Water

Streamlining Internal Knowledge for Better Customer Contact

As the main drinking water provider for over 2.5 million residents in North Brabant, Brabant Water handles a wide range of customer inquiries across channels from billing and maintenance to service requests and emergencies.

Facing rising expectations and internal knowledge fragmentation, the organization implemented Polly.Help to serve as a single source of truth for all teams.

With a centralized knowledge platform now embedded into their contact center, Brabant Water delivers faster, more consistent service while supporting employee confidence, training, and operational continuity.

The Challenge

Knowledge scattered across multiple tools and documents

Inconsistent answers across customer service teams

Time-consuming onboarding for new agents

Increasing pressure to resolve customer questions efficiently and accurately

The Polly.Help Solution

Internal knowledge portals deployed for different contact center teams

Centralized knowledge base with flexible permissions per department

Clear content ownership, validation workflows, and usage analytics

Fast access to up-to-date work instructions, policies, and technical guidance

Results

Central, easy-to-navigate knowledge hub tailored to each contact center department

Reduced time to find accurate answers and improved employee efficiency

Simplified onboarding with structured, accessible work instructions

Increased content quality through clear editorial processes

Building the Foundation for Smarter Service

With Polly.Help, Brabant Water has laid the foundation for sustainable, scalable knowledge management one that supports both operational excellence and a great customer experience.

By empowering internal teams with the right information at the right time, Brabant Water continues to deliver the high-quality service their customers expect.

Interested in how Polly.Help can support your knowledge-driven service team? 

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.

To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.

Functional Always active

The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.

Preferences

The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.

Statistics

The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.

Marketing

The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.