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Omnichannel Knowledge Management Across Brands


Salta Group

Salta Group is one of the largest education providers in the Netherlands, home to leading brands such as NTI, LOI, AALO, and Schrijversacademie.

With a growing portfolio and an omnichannel communication strategy, ensuring consistent, accurate answers across all brands and touchpoints is a key priority.

To streamline knowledge delivery across internal teams and external channels, Salta Group partnered with Polly.Help to implement a unified knowledge management platform that supports both employees and students.
Customer Opinion

With Polly.Help, we’ve built a central knowledge platform that supports both our students and our internal teams. It’s a scalable, omnichannel solution that fits perfectly with the complexity of our brands and communication channels.

Gaby Hogenboom,
IT Project Manager, Salta Group

The Challenge

With many brands operating under one umbrella, Salta Group faced the challenge of maintaining:
  • Consistent and high-quality responses across all customer communication channels
  • Scalable knowledge sharing across internal teams and customer-facing channels
  • Efficient onboarding and knowledge access for internal IT support and customer service agents
  • A centralized way to maintain brand-specific answers while reducing duplication

The Polly.Help Solution

Polly.Help supports Salta Group with a truly omnichannel knowledge infrastructure, designed to meet the needs of both customers and employees:
  • Multibrand knowledge portals for NTI, LOI, AALO, Schrijversacademie, and others
  • Internal knowledge bases for customer service and IT-related support
  • Smart web self-service integrated into brand websites and portals
  • Contact center integration to support agents with optimized and contextual answers across voice, chat, and email

The

Results

  • Centralized knowledge for 10+ brands across internal and external use cases
  • Increased web self-service, reducing pressure on contact centers
  • Optimized contact handling, with answer variants tailored to each channel
  • Seamless contact center integration, enabling consistent responses across voice, chat, and email

Want to deliver consistent knowledge across every brand and channel?

Whether you're managing multiple labels, supporting thousands of students, or coordinating complex customer journeys across voice, chat, email, and web Polly.Help ensures everyone gets the right answer, in the right format, at the right time.

By choosing Polly.Help, Salta Group reduced unnecessary contacts, empowered their agents, and made knowledge a strategic asset across the entire organization.

Ready to unify and scale your knowledge operations like Salta Group?


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
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