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Mediq

Transforming Customer-Centric Service with Structured Knowledge
As Mediq evolved from a product distributor into a healthcare solutions partner operating across more than 15 countries, its commitment to customer-centricity required a foundational shift in how knowledge was managed and delivered.

Inconsistent documentation, siloed answers, and informal knowledge-sharing practices were holding teams back.

To support this transformation, Mediq selected Polly.Help as its centralized knowledge platform enabling faster access to structured answers, reducing internal workload, and improving both service quality and employee satisfaction.
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Customer Opinion

With Polly.Help, we’ve created a platform that offers fast access to dependable knowledge. It’s transformed both efficiency and satisfaction across teams and with our customers.

Mas Faber,
Knowledge Manager, Mediq
Information scattered

The Challenge

Mediq's customer-facing and internal support teams faced several knowledge-related bottlenecks:

  • Information scattered across email threads, notes, and team inboxes
  • Product managers overwhelmed by recurring questions due to missing or hard-to-find documentation
  • Outdated or inconsistent content, leading to errors and lower first-contact resolution
  • No structured review process or content governance in place
scalable knowledge infrastructure

The Polly.Help Solution

The Polly.Help Solution
To address these challenges, Mediq partnered with Polly.Help to implement a modern, scalable knowledge infrastructure:
  • Centralized all internal content in one accessible and searchable platform
  • Engaged teams across departments to map FAQs, validate content, and structure knowledge around real needs
  • Rolled out to customer support teams to ensure immediate access to contextually relevant answers
  • Implemented editorial workflows with built-in feedback loops, review cycles, and version controlnels

The

Results

  • 35% improvement in first-contact resolution, thanks to faster and more reliable answers
  • 30% reduction in content authoring time, improving speed and consistency of updates
  • Over 2,500 structured knowledge items, with weekly usage stabilizing around 7,500 searches
  • latform satisfaction score of 8.3/10, from both employees and customers
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A Foundation for Sustainable Customer Service

Mediq’s shift to Polly.Help has unlocked a new standard of customer-centric support. By embedding structured knowledge into every part of the service process from onboarding to day-to-day operations the company is building a scalable, high-quality support model.

With Polly.Help, Mediq is no longer reliant on ad hoc expertise or outdated materials. Instead, teams are equipped with up-to-date, validated content making every conversation more efficient, accurate, and aligned with the company’s mission of better healthcare delivery.

Discover how Polly.Help can elevate customer service in your organization.


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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Polly.Help B.V.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025