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Efteling

Streamlining Internal Knowledge for Better Customer Contact
As one of Europe’s most visited theme parks, Efteling welcomes millions of guests each year both in person and online.

To maintain its high standards of magical service across all touchpoints, Efteling needed a centralized knowledge solution to support its contact center agents, seasonal staff, and digital service channels.

With Polly.Help, the organization now ensures fast, reliable, and consistent answers whether it’s about park hours, hotel bookings, or ride accessibility.
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Customer Opinion

With Polly.Help, we’ve made a major leap from document storage to true knowledge management a vital step to realizing our guest experience strategy

Corné de Ruijter,
Product Owner Guest Vision & Conversational, Efteling

The Challenge

  • Inconsistent and fragmented information across SharePoint files and folders
  • Difficulties for agents to quickly find accurate answers during guest interactions
  • Lengthy onboarding due to the lack of structured guidance
  • No central platform to scale knowledge across teams, services, and digital channels

The Polly.Help Solution

  • A centralized, structured knowledge base tailored for ECC operations
  • Full migration of documents from SharePoint into curated, categorized knowledge articles
  • Delegated content ownership with review and feedback loops to ensure ongoing accuracy
  • Seamless integration with Genesys, bringing contextual knowledge directly into the agent desktop
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The

Results

  • One searchable, trusted source of truth replacing SharePoint sprawl
  • Quicker access to accurate answers for all guest-facing staff
  • Faster onboarding and less dependency on peer support
  • Consistent messaging and smoother workflows across teams

Supporting the Magic Behind the Scenes

With Polly.Help now fully integrated into the Genesys environment, the Efteling Contact Center has laid the groundwork for a future-proof support strategy. Knowledge is not only easier to manage, but also easier to deliver whether it’s through human agents or self-service touchpoints.

By embedding knowledge into the flow of work, Efteling ensures every guest receives a consistently magical experience, powered by the people who make the park come alive.

Want to unify and scale your knowledge operations like the Efteling?
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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