Multilingual Knowledge Management for Premium Retail Service
Outletcity, formerly known as Holy AG, is one of Europe’s leading premium outlet destinations, offering top-tier brands both online and at its flagship location in Metzingen, Germany.
With a diverse customer base and an international contact center operation, the organization needed a scalable and multilingual knowledge solution to streamline service across languages, brands, and support channels.
To meet this challenge, Outletcity partnered with Polly.Help to implement a centralized knowledge management platform designed for both self-service and internal agent support fully integrated into their contact center infrastructure.
Customer Opinion
Polly.Help provides a multilingual knowledge platform that supports both our agents and our customers. It’s fully integrated with our contact center, making sure every answer is fast, consistent, and aligned with our premium service standards.
Martin Schreiber,
Contact Center Solution Consultant, Outletcity
The Challenge
With high expectations from both customers and luxury brand partners, Outletcity faced a number of knowledge-related challenges:
Delivering fast and accurate answers across multiple languages and brands
Empowering contact center agents to support customers consistently and efficiently
Minimizing escalations and support overhead by enhancing first-contact resolution
Maintaining centralized control while tailoring content by channel and language
The Polly.Help Solution
Polly.Help equipped Outletcity with a complete, multilingual knowledge ecosystem:
Internal knowledge portals in multiple languages for customer service agents
External self-service portals with contextualized content per brand and language
Full integration with Outletcity’s contact center solution for seamless agent support
Consistent knowledge delivery across touchpoints, regardless of agent location or language
The
Results
Unified knowledge system for both self-service and internal agent use
Improved first-contact resolution with multilingual content support
Consistent service delivery across voice, email, chat, and web
Enhanced self-service experience for international customers
Ready todeliver luxury-levelservice at scale?
Whether you're supporting customers across regions, brands, or languages Polly.Help provides a centralized knowledge foundation to scale high-quality support across all your channels.
With a flexible, integrated, and multilingual knowledge solution, Outletcity turned information into a strategic asset for service excellence.
Want to streamline multilingual support like Outletcity?
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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