Heineken - Polly Help

heineken Enabling Knowledge at Scale

From Fragmented Answers to One Trusted Voice Across Heineken

Heineken, part of one of the world’s most iconic beverage brands, needed a smarter way to manage and deliver internal knowledge.

With support teams spread across functions and channels, they faced outdated documentation, duplicate effort, and inconsistent communication especially during high-demand events and seasonal peaks.

THE Challenge

Support and service teams maintaining separate knowledge bases, leading to fragmentation

Inconsistent answers between customer service, field operations, and external partners

Slow onboarding for new employees and temporary staff

Difficulty scaling internal knowledge during event-related demand spikes

A growing need for self-service and automation to reduce repeat questions

The Polly.Help Solution

A centralized knowledge platform used across departments, including Consumer Services and Field Support

Local content ownership with centralized governance to ensure accuracy and consistency

Knowledge embedded directly in tools Heineken teams already use including CRM and chat

Chatbot and self-service integration to deflect standard queries and improve accessibility for all B2C brands and B2B.

Results

Aligned answers across teams. Consumer Services, field reps, and partners now work from one shared source

Faster access to answers. Reduced internal search time and support escalations

60% reduction in contact center volume. Thanks to self-service and chatbot capabilities

Increased efficiency during events Polly.Help scaled easily during major national campaigns like the Amstel Gold Race

Faster onboarding. New staff access structured content and can contribute faster

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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heineken Enabling Knowledge at Scale

THE Challenge

The Polly.Help Solution

The

Results

More Case Studies

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