Building a Smarter Service Organization with Centralized Knowledge
As a rapidly growing electrical wholesaler, Elektramat is known for its customer-centric service and digital innovation. With increasing contact volumes across channels and a need for faster, more consistent support, the organization recognized the limits of informal knowledge sharing and siloed documentation.
To scale operations efficiently while maintaining service quality Elektramat implemented Polly.Help as its central knowledge platform.
The result: faster onboarding, greater consistency, and a solid foundation for future web self-service.
With Polly.Help, our team now has a structured, reliable knowledge source no more guessing or digging. It’s faster, more professional, and gives everyone confidence in the answers we provide.
Max Wesseler,
Floor Manager & Head of Customer Care, Elektramat
The Challenge
As demand surged, Elektramat encountered several service and knowledge management hurdles:
Knowledge scattered across teams and tools, resulting in inconsistent answers and slower support
Agents relied on peer knowledge and personal memory—especially difficult during peak periods
Onboarding was time-consuming due to lack of centralized documentation and structured instructions
Growing need to reduce dependency on key individuals and improve internal scalability
The Polly.Help Solution
Elektramat partnered with Polly.Help to implement a robust internal knowledge infrastructure:
Rolled out a centralized internal knowledge platform for use by both customer service and back-office teams
Structured and tagged content by topic, task, and channel creating one trusted, searchable source of truth
Trained agents to locate verified information independently, boosting confidence and consistency
Built a governance framework including content ownership, validation workflows, and feedback loops
Reduced handling times, as agents quickly find verified answers without relying on others
Streamlined onboarding, supported by step-by-step instructions and role-based knowledge flows
More consistent service, with aligned tone and structured answers across all customer channels
Increased employee satisfaction, as teams spend less time on repetitive queries and more on value-adding tasks
From Internal Excellenceto External Empowerment
Elektramat’s phased rollout of Polly.Help showcases a smart strategy: start by improving internal efficiency, then expand outward with intelligent self-service.
With one platform powering service across all channels, Elektramat is well positioned to scale support operations without scaling effort delivering better outcomes for both staff and customers.
Discover how Polly.Help can future-proof your customer support and internal knowledge.
MoreCase 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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