Charity Lotteries - Polly Help

Charity
Lotteries

Centralized Knowledge That Scales with Impact

Charity Lotteries NV the organization behind the Dutch Postcode Lottery and FriendsLottery plays a pivotal role in supporting charitable causes across the Netherlands.

With a growing number of service interactions, multiple brands, and complex partner networks, delivering fast, accurate, and consistent communication became a strategic necessity.

To streamline service, empower agents, and support self-service, Charity Lotteries implemented Polly.Help as their centralized, omnichannel knowledge platform transforming support into a scalable, high-impact operation.

The Challenge

Disjointed systems and fragmented knowledge slowed down support teams

Information errors and delays created inconsistencies and increased service escalations

The need for channel- and brand-specific content across websites, contact centers, and email communications

Lack of intelligent knowledge delivery to assist agents during peak moments and high-pressure campaigns

The Polly.Help Solution

Charity Lotteries partnered with Polly.Help to create a single, intelligent foundation for all service knowledge:

One centralized knowledge base powering internal teams, outsourced contact centers, and digital self-service

Seamless integration with Genesys Cloud, using an intelligent email interface (AMI) to suggest knowledge articles in real time

Channel- and brand-specific portals, ensuring each audience receives relevant, context-aware answers

Smart automation using webform inputs to trigger email templates and guided decision trees

Results

27% reduction in service escalations, thanks to better knowledge access and accuracy

350,000 customer requests handled in a single hour during the New Year’s Eve lottery draw without failure

31% improvement in first contact resolution (FCR), increasing satisfaction and reducing back-office workload

Stronger self-service adoption, with smart FAQ links embedded in emails and digital forms

A Scalable Knowledge Engine for Social Good

Polly.Help now powers the knowledge layer behind one of the largest nonprofit organizations in the Netherlands.

By centralizing content and distributing it intelligently across agents, chatbots, forms, and websites, Charity Lotteries delivers support that’s not only faster but more aligned with their mission.

With Polly.Help, knowledge has become a true multiplier: scaling service delivery, empowering frontline teams, and helping every supporter feel heard and helped.

Want to amplify your mission with centralized, intelligent knowledge? 

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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