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Shelter Insurance

Empowering Agents with Smarter Knowledge

Shelter Insurance, a trusted name in insurance and financial services, set out to modernize their contact center by providing faster, more consistent, and more confident support to customers.

With customer service representatives (CSRs) operating across multiple bands and brands, it became essential to standardize knowledge and make it easily accessible.

Shelter turned to Polly.Help to unify their internal knowledge, reduce training time, and empower CSRs with smarter, guided answers.



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Customer Opinion

Polly.Help is helping us deliver smarter support with less friction. Our CSRs now have the knowledge they need at their fingertips and it’s already improving training, efficiency, and customer satisfaction.

Tom Klenke,
Director of Customer Services, Shelter Insurance

The Challenge

  • Inconsistent knowledge across CSR tiers and business lines
  • Difficulties in locating accurate information quickly
  • Escalations to higher-tier support due to unclear procedures
  • Long training cycles and high onboarding effort for new CSRs

The Polly.Help Solution

Polly.Help was implemented as a unified knowledge platform across Shelter’s contact center.

A single portal now serves all CSR bands as well as the CAR and AmShield departments.

The system is embedded within their existing desktop environment and supports both standalone and contextual use.

  • A centralized knowledge base with clear structure and decision trees
  • Article types tailored to FAQs, process flows, and compliance guidance
  • Smart search and personalized views for each user group
  • Integration with contact center workflows and templates
Live demo video

The

Results

  • 3% reduction in average handle time across CSR bands
  • 5% decrease in escalations to Band 3 help line
  • Shorter onboarding and time-to-competence for new hires
  • Increased agent confidence and job satisfaction through guided knowledge

Knowledge that Scales with Your Organization

Polly.Help has become a strategic component in Shelter’s contact center transformation, supporting not just faster resolutions but more empowered and consistent service across the board.

Want to reduce handle time, boost training efficiency, and future-proof your knowledge?


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