Elevating Member Support with Centralized Knowledge
The Royal Dutch Equestrian Sports Federation (KNHS) manages around 14,000 member interactions monthly covering everything from competition permits to equine welfare.
Facing inconsistent answers, slow onboarding, and rising service complexity, KNHS turned to Polly.Help to bring clarity, consistency, and speed to member communications.
In Polly.Help’s knowledge base, each article has versions for phone, WhatsApp, email and web same facts, different tone. That helps our colleagues answer faster and more confidently.
Jiska Ros,
Head of Membership Services, KNHS
A Knowledge Platform That Growswith Membership
KNHS continues to enhance its public website with related Q&A content and supports team members through self-service templates.
With Polly.Help at the core, the federation is turning knowledge into a strategic asset streamlining service, reducing complexity, and supporting the joy of riding across the Netherlands.
Discover how Polly.Help can centralize your knowledge and transform member service.
The Challenge
Fragmented knowledge scattered across SharePoint and Excel spreadsheets
Inconsistent responses between phone, email, WhatsApp, and web channels
New staff took several weeks to confidently handle inquiries
Lack of visibility into frequently asked member questions and process answers
The Polly.Help Solution
Rolled out a centralized, structured knowledge base with around 750 Q&A items
Created channel-specific responses: tailored templates for phone, email, WhatsApp, and website
Implemented clear governance: content ownership, terminology alignment, and review workflow
Embedded Polly.Help into internal portals, enabling quick look-up of policies, processes, and procedures
Integrated web-based related Q&A into public pages to improve self-service discovery
The
Results
New staff achieve call readiness in just two weeks, thanks to accessible knowledge
Consistent information across every channel, boosting member trust
Enhanced interaction quality members receive accurate, context-aware answers
Structured governance keeps content current and reliable over time
Empowered teams and happier members, with smoother, fact-based discussions
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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