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United Airlines

Empowering Training and Self-Service Through Centralized Knowledge
With thousands of employees progressing through complex RAMP training programs, United Airlines needed a smarter way to deliver clear, consistent knowledge at scale.

Frequent escalations, fragmented documentation, and limited update capabilities placed a heavy burden on instructors and slowed student progress.

To address these challenges, United implemented Polly.Help as a centralized knowledge platform empowering students to learn independently, instructors to focus on high-value guidance, and the organization to scale training and support efficiently.
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Customer Opinion

Polly.Help gives our students the tools they need to solve problems independently and gives our instructors back valuable time. It's a major step forward in training, efficiency, and experience

Paul Pickford,
Manager – Training Deployment, United Airlines

The Challenge


  • Students in the RAMP training program struggled to find clear, accurate answers leading to frequent escalations to instructors.
  • Instructors were overloaded with avoidable questions that could be solved through better knowledge guidance.
  • Knowledge was fragmented across systems, hard to update, and lacked consistent structure or ownership.
  • United needed a platform that could support fast content creation, 24/7 access, and self-service at scale.

The Polly.Help Solution

  • Launched a centralized internal knowledge portal fully tailored to the RAMP curriculum and student workflows.
  • Provided structured knowledge items with clear resolution guidance, embedded directly into training modules and integrated with UWF.
  • Enabled 24/7 content creation and maintenance via a designated knowledge manager group no IT dependency required.
  • Introduced bulletin functionality and reusable deep links for quick access to service manuals and key references.
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The

Results

  • Improved student efficiency by up to 15%, with faster access to structured, high-quality content
  • Reduced instructor escalations by 50%, freeing time for high-value guidance and oversight
  • Enhanced content agility bulletins and critical updates are now published instantly, without delays
  • Shortened time-to-competence during onboarding and RAMP training

From Strategic Rollout with Lasting Impact

United Airlines' approach to knowledge management starts with empowering students, scales to employee guidance, and ultimately supports customer self-service.

With Polly.Help, United is building a future-ready, scalable platform that supports operational efficiency and consistent learning every step of the way.

See how Polly.Help can support learning, support, and self-service at enterprise scale


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 2025