Centralized Knowledge for Consistent, Respectful Service
The Noordelijk Belastingkantoor is a regional tax authority committed to providing respectful, high-quality service to citizens and organizations across the north of the Netherlands.
With a vision of “click, call, face”offering digital-first service with the human touch when neededthe organization sought to unify and improve access to knowledge for both staff and customers.
To achieve this, Noordelijk Belastingkantoor partnered with Polly.Help to implement a centralized knowledge management platform that supports internal efficiency, consistency in communication, and a better digital customer experience.
Customer Opinion
With Polly.Help, we ensure that both our employees and citizens get access to the same clear and up-to-date information. It supports respectful service, improves efficiency, and helps our team feel more confident in their responses.
Bianca Weits,
Team Lead Customer Contact & Service Strategy Coordinator, Noordelijk Belastingkantoor
The Challenge
As customer questions come in via phone, website forms, and in-person visits, Noordelijk Belastingkantoor faced several challenges:
Knowledge was fragmented across departments and formats, including PDF documents
Colleagues provided different answers to the same question
Web self-service was underutilized, increasing pressure on other channels
January peaks put pressure on the team and increased workloads
The Polly.Help Solution
Polly.Help delivers a centralized, scalable knowledge solution designed to enhance both customer satisfaction and employee empowerment:
A single internal knowledge platform accessible to all departments
Decision tree technology to support complex question flows and e-learning style guidance
Compact, easily searchable knowledge items optimized for readability
Unified answers across all channels: phone, web, and in-person
The
Results
One central source of truth for all tax-related knowledge
80% of inquiries now resolved at the department level without escalation
Shorter average handle times and improved first-time fix rates
Faster onboarding through searchable and structured content
Want todeliver consistent, respectful service while reducing pressure on your team?
Whether you're handling citizen inquiries, coordinating peak seasons, or preparing new employees to work independently, Polly.Help ensures that everyone staff and citizens alike has access to the right knowledge at the right time.
With Polly.Help, Noordelijk Belastingkantoor is building a future-proof, people-centered service model one where clear, consistent information supports both quality and efficiency.
Ready to improve service, reduce pressure, and unify your knowledge operations
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.
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