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OMRIN

Centralized Knowledge to Improve Service and Self-Service

OMRIN, the waste and recycling service provider for the northern Netherlands, aimed to transform its customer interaction strategy by reducing repeat contact, increasing self-service adoption, and equipping both internal teams and external partners with consistent knowledge.

To achieve this, OMRIN partnered with Polly.Help to deploy a centralized knowledge management platform that supports both internal operations and external customer self-service.

Customer Opinion

With Polly.Help, we’ve built one single source of truth that supports every team and ensures consistent answers across all communication channels.

Albert Visser,
Team Lead Service Information Point (SYP), OMRIN

The Challenge

OMRIN’s service model includes multiple contact points: a Service Ynformaasje Punt (SYP), external contact centers for overflow, and internal departments like the Bedrijfsburo. This diverse landscape created several challenges:
  • High call volumes and repeat contacts
  • Too many internal questions due to fragmented knowledge
  • Difficulty managing answers that vary per municipality
  • Need for future expansion to web self-service

OMRIN required a single, reliable system that could centralize knowledge, streamline communication, and scale across departments and digital channels.

The Polly.Help Solution

The Polly.Help Solution
Polly.Help was implemented to support both internal and external users with structured, accurate, and consistent knowledge:
  • A centralized internal knowledge portal serving all departments, including SYP and the Bedrijfsburo
  • External self-service portals on the OMRIN website and apps
  • Flexible knowledge domains covering municipal-specific answers
  • Multichannel-ready content tailored for phone, web, and email

The

Results

  • External call traffic reduced enormously
  • Repeat contacts dropped significantly
  • Internal question load reduced by 15%
  • Streamlined content management, saving hours of manual effort

Ready to consolidate your knowledge and boost service quality?

Whether you’re managing municipal knowledge, fielding location-specific questions, or planning a shift to self-service Polly.Help provides a flexible, scalable platform to centralize and optimize your knowledge operations.

Want to improve service and reduce repeat contact like OMRIN?


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