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Louwman

Transforming Customer Service for the Long Term
Louwman Customer Services, a leading mobility group in the Netherlands, faced the limitations of an outdated knowledge base. With fragmented content, poor searchability, and a growing team, the time had come for a modern solution that would support both internal service and customer self-service. Enter Polly.Help.
Customer Opinion

Polly.Help has helped us reduce contact volume and increase internal efficiency. Everyone from new hires to experienced agents can now find the right answer quickly and consistently

Hugo van Wissen,
Manager Business Support, Louwman Customer Services

The Challenge

  • A legacy knowledge base that was difficult to navigate especially for new team members
  • Knowledge scattered across outdated folders with poor search capabilities
  • No insight into usage or content quality
  • Growing internal demand for self-service and faster onboarding
  • Rising expectations from both agents and customers for faster, more accurate answers

The Polly.Help Solution

  • Selection of Polly.Help as the modern knowledge management platform chosen for its usability, integration options (e.g. Genesys), and future AI readiness
  • Full content overhaul led by a newly appointed full-time knowledge management specialist
  • Structured migration of 1,200 knowledge items in just one week, after careful content validation and organization
  • Direct publishing to brand websites, enabling consistent self-service for customers
  • Built-in review cycles to ensure content stays current and reliable over time
  • Preparations underway to connect Polly.Help to Louwman’s chatbot, using only verified content

The

Results

  • 1,200 articles reviewed, cleaned, and migrated in 1 week thanks to strong preparation and clear structure
  • Zero resistance from agents instant adoption across a team of 80+ with diverse digital skill levels
  • Faster handling times and improved agent efficiency through better knowledge access
  • Fewer incoming questions as customers successfully self-serve on public-facing channels
  • Improved customer satisfaction through consistent and accurate communication
  • Built-in update workflows ensure every article remains valid and reviewed every six months
Learn More

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