Mediahuis Noord formerly known as NDC Mediagroep publishes a wide portfolio of regional and national newspapers and digital titles. With over 40 brands under its umbrella, the organization faced growing pressure to unify customer service across channels and titles.
To meet this challenge, Mediahuis Noord implemented Polly.Help, fully integrated into Genesys Cloud. The result: one centralized knowledge platform, used across email, chat, and self-service to deliver faster, more consistent support for both customers and agents.
Now that our knowledge is unified and accessible across all brands, our team delivers faster, consistent support seamlessly whether it’s via chat, email, or our own websites.
Jacquelien Koetstra,
Customer Process Specialist (Content Manager), Mediahuis Noord
The Challenge
Operating across dozens of media brands, Mediahuis Noord encountered several key service challenges:
Fragmented knowledge scattered across disconnected tools and brand-specific repositories
Agents relying on makeshift systems, without standardized content or processes
Difficulties scaling service operations with a flexible, often student-based workforce
Outdated FAQ pages and limited insight into knowledge gaps or content usage
The Polly.Help Solution
Polly.Help provided a centralized, multi-brand knowledge infrastructure that now powers service across the entire organization:
Seamlessly integrated with Genesys Cloud, giving agents contextual knowledge with one click
Brand-specific portals ensure accuracy and relevance across the full media portfolio
Built-in governance: agents can flag gaps and content owners receive immediate prompts to update
Real-time analytics offer visibility into usage, trends, and improvement areas
30% reduction in inbound email inquiries, thanks to improved self-service
20% increase in agent efficiency, enabled by fast, contextual access to verified knowledge
One centralized platform for 40+ brands, reducing duplication and confusion
Lower support costs, through reduced volume and simplified content maintenance
A Smarter Support Model for Multi-Brand Publishing
By implementing Polly.Help, Mediahuis Noord transformed its service model replacing fragmented systems with one scalable, structured, and future-proof knowledge platform.
Whether answering a chat question or updating the FAQ for a new title, agents now work from a single source of truth.
This shift has improved support speed, consistency, and quality across brands, channels, and customer touchpoints.
Looking to unify knowledge across your brands or channels?
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.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
