Request a demo
Request a demo

MUMC

Centralized Knowledge Management for Hospital-Wide Service Excellence

Maastricht UMC+ (MUMC+) is one of the Netherlands’ leading academic hospitals, offering complex care, research, and education.

With dozens of outpatient clinics and a central contact center supporting thousands of patient interactions each day, consistent and accessible knowledge became a top operational priority.

To support both patients and internal teams, MUMC+ partnered with Polly.Help to implement a unified knowledge platform fully integrated into their contact center to streamline service, reduce pressure on clinical staff, and ensure every caller receives the right information.
Customer Opinion

With Polly.Help, our agents are better equipped to guide patients across all our outpatient clinics. The platform provides structure, clarity, and confidence both for our team and for the patients we serve. It’s a key building block in our journey toward better care and better service.

Brenda Schrompges,
Coordinator Care Contact, MUMC+

The Challenge

With each clinic historically managing its own documentation and communication practices, MUMC+ faced the challenge of:
  • Fragmented knowledge and inconsistent answers across outpatient departments
  • Overreliance on medical staff to answer non-medical or logistical questions
  • Long handling times for contact center agents without standardized procedures

  • Limited self-service capabilities for patients seeking basic information

The Polly.Help Solution

Polly.Help now supports MUMC+ with a centralized, task-oriented knowledge platform that empowers both internal agents and clinical support teams:
  • Internal knowledge portal tailored to all outpatient clinics and care domains
  • Seamless integration into the contact center system for context-driven support
  • Standardized article formats and workflows for high-quality knowledge delivery
  • Decision trees for guided support through complex or multi-step procedures

The

Results

  • Centralized knowledge across all poli teams with one point of access
  • Reduced interruptions to clinical staff by handling more inquiries at first contact
  • Consistent answers across voice, email, and digital channels
  • Shorter onboarding time for new agents through guided knowledge flows

Want to empower your care teams with structured knowledge?

Whether you manage hospital-wide patient inquiries, coordinate across clinics, or aim to reduce escalations to medical staff Polly.Help ensures consistent, reliable, and fast access to knowledge across your organization.

By deploying Polly.Help, MUMC+ has turned knowledge into a service asset: reducing operational pressure, improving experience, and supporting healthcare professionals with the answers they need.

Ready to centralize and scale your knowledge like MUMC+?


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