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Kembit

Scalable Knowledge Management for IT Service Excellence

Kembit delivers high-quality managed IT services to a wide range of clients, from SMEs to enterprise and public-sector organizations.

Their Managed Service Center handles a diverse volume of requests every day, where consistency, speed, and high-quality communication are key to customer satisfaction and operational efficiency.

To centralize service knowledge and streamline internal support, Kembit partnered with Polly.Help to implement a structured knowledge management platform fully integrated with Genesys Cloud and tailored to both internal and external users.


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Customer Opinion

Polly.Help allows us to standardize and scale knowledge across our Managed Service Center. It supports our agents with clear procedures and efficient templates, helping us improve response quality while reducing pressure on the team.

René Genten,
Head of Managed Service Center, Kembit

The Challenge

With over 50 client environments to support and a wide variety of recurring questions and procedures, Kembit faced the need to:

  • Unify work instructions and reduce variation in internal practices
  • Support onboarding and reduce training effort for new service desk agents
  • Deliver consistent, high-quality responses across client interactions
  • Enable scalable knowledge management while keeping technical complexity low


The Polly.Help Solution

Polly.Help delivered a robust, flexible knowledge environment embedded in Kembit’s daily operations:

  • Internal knowledge portal accessible directly within Genesys Cloud
  • Automatic search suggestions triggered by email subject lines and scripts
  • Email-optimized answer formats, supporting fast and consistent communication
  • Structured knowledge domains: procedures, FAQs, client-specific instructions, and IT service workflows

The

Results

  • Integrated knowledge portal within Genesys Cloud for seamless agent support
  • Faster resolution times with structured templates and auto-suggested content
  • Reduced training and onboarding time for new support staff
  • Consistent and high-quality client communication across service teams

Want to streamline IT support across teams and clients?

Whether you're serving 5 or 50 clients, managing multiple environments, or scaling your support center Polly.Help brings consistency, speed, and quality to your service operations.

With integrated knowledge in Genesys Cloud and support for internal and external communication, Kembit turned their knowledge base into a performance driver.

Ready to transform your IT service knowledge like Kembit?


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.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025