Streamlined Knowledge for Patient-Centered Service
Oogziekenhuis Rotterdam is a renowned specialist hospital in the Netherlands, focused entirely on eye care.
With a growing volume of patient inquiries and a mission to deliver high-quality service across all touchpoints, the hospital’s customer contact center (KCC) needed a better way to manage and share knowledge both internally and with patients.
To meet these goals, Oogziekenhuis Rotterdam partnered with Polly.Help to implement a centralized knowledge management platform, starting with an internal portal for the KCC and expanding to digital self-service for patients.
Customer Opinion
Polly.Help gives our team instant access to the right knowledge, without having to consult multiple departments. It improves service quality, shortens training time, and helps us confidently handle most patient inquiries at the KCC.
Marc Noorthoek,
Department Coordinator Customer Contact Center, Oogziekenhuis Rotterdam
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 supports Oogziekenhuis Rotterdam with a structured and scalable knowledge platform tailored to both telephone and email communications:
An internal knowledge portal fully accessible for KCC employees
Smart answers optimized for voice and written communication
Decision trees for appointment scheduling, changes, and cancellations
Structured collaboration with clinical departments as content owners
The
Results
Over 80% of all client inquiries now resolved by the KCC without escalation
Faster onboarding of new staff through guided flows and centralized content
Consistent, channel-specific answers for both voice and email
Reduced back-office workload, allowing clinical staff to focus on care
Want toempower contact center with hospital-grade knowledge?
Whether you're managing appointment calls, streamlining care coordination, or planning digital self-service, Polly.Help ensures your team delivers consistent and professional answers efficiently and at scale.
By partnering with Polly.Help, Oogziekenhuis Rotterdam elevated service quality, improved operational efficiency, and prepared its contact center for the future of healthcare communication.
Ready to enhance your healthcare contact operations like Oogziekenhuis
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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