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Circulus

One Knowledge Source for Nine Municipalities and Multiple Channels

Circulus, a regional waste and recycling services provider, handles inquiries for residents, schools, businesses, and municipalities across nine Dutch cities.

To streamline customer service and improve consistency, Circulus partnered with Polly.Help to centralize and simplify its knowledge operations.

With a diverse user base and multiple service channels phone, email, social media, and more the organization required a unified knowledge solution to enhance agent effectiveness, reduce repeat contacts, and scale support across all communication touchpoints.


Customer Opinion

With Polly.Help, we’ve built one single source of truth that supports every team and ensures consistent answers across all communication channels.

Albert Visser,
Team Lead Service Information Point (SYP), OMRIN

The Challenge

Circulus operates customer contact services on behalf of nine municipalities, serving a wide variety of target groups ranging from residents to schools and commercial clients. The complexity of multiple knowledge sources and inconsistent communication created several pressing challenges:
  • Fragmented documentation (G-drive, spreadsheets, outdated templates)
  • Inconsistent answers across agents and communication channels
  • High training times for new employees
  • Duplicate efforts in content creation and maintenance


To solve these, Circulus needed a centralized platform that could serve as the single source of truth for all knowledge internal and external.


The Polly.Help Solution

Polly.Help delivered a multichannel, fully integrated knowledge management solution tailored to Circulus' operational needs:
  • One centralized knowledge base with structured roles for knowledge owners, authors, and managers
  • Integrated knowledge portals within the OCC system (voice channel), OBI Engage (social/media), and as a standalone portal for other Circulus employees
  • Channel-specific content presentation (internal, mail, social, external) for optimized communication
  • Templates and answer flows for quick and consistent responses across all contact types

The

Results

  • One knowledge base across 9 municipalities serving multiple audiences
  • Reduced average handling time (AHT) thanks to fast and reliable answer retrieval
  • Improved first-time fix (FTF) with fewer handovers between agents and departments
  • Streamlined content management, eliminating redundant knowledge systems

Ready to unify your service across regions and channels?

Whether you’re managing customer contact for multiple cities, dealing with residents and businesses, or scaling up seasonal support Polly.Help brings knowledge, structure, and efficiency together in one place.

Want to simplify your knowledge operations like Circulus?


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.
See more success stories
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Polly.Help B.V.

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3824 MN Amersfoort
The Netherlands
Polly.Help 2025