Request a demo
Request a demo
Request a demo

Iddink

Seasonal Peak Support with Centralized Knowledge Across Channels

Iddink, part of Sanoma, is a leading educational service provider in the Netherlands, known for delivering study materials and digital solutions to students, schools, and teachers.

With a large portion of their customer service activity concentrated in the summer months during the peak period for collecting and distributing books efficiency and consistency are essential.

To prepare for seasonal surges and support both internal teams and outsourced contact centers, Iddink partnered with Polly.Help to


Call our experts
Customer Opinion

Polly.Help enables us to manage our seasonal peaks with confidence. Our customers get consistent answers across all channels, and our teams both internal and external are supported with clear, centralized knowledge

Babette Kellerman,
Marketing & Sales Manager, Iddink

The Challenge

Each year, Iddink manages a significant summer peak in customer inquiries, requiring temporary agents and multiple external contact centers to deliver support across voice, chat, and email. They needed a solution to:
  • Ensure all agents internal and external share the same knowledge
  • Deliver consistent, correct answers across communication channels
  • Offer web self-service to reduce the burden on contact centers
  • Support rapid onboarding of new or seasonal support staff


The Polly.Help Solution

To tackle these challenges, Polly.Help deployed a dual-layered knowledge solution for Iddink::
  • Internal knowledge portals used by both in-house teams and external BPO agents
  • Multilingual web self-service to empower customers with accurate, up-to-date answers
  • Channel-optimized content for use across phone, email, chat, and helpdesk platforms
  • Single source of truth, reducing fragmentation and knowledge duplication

The

Results

  • Unified knowledge base for internal teams and external contact centers
  • Faster onboarding of seasonal agents with less dependency on training
  • Reduced average handling time (AHT) through optimized, contextual content
  • Improved self-service rates via multilingual FAQs and structured content

Need to scale support during peak seasons?

Whether you're managing seasonal demand, multiple support vendors, or multilingual customer bases olly.Help gives you the tools to ensure quality, consistency, and speed across every channel.

Ready to scale your seasonal service operations like Iddink?


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
The future-proof solution that
unlocks Seamless Access to
Curated Knowledge Anywhere,
Anytime, and from Any System.

Sign up for our newsletter

Polly.Help B.V.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025