Avanza
Scaling Customer Experience Through Centralized Knowledge
Avanza, one of Sweden’s leading digital banks and investment platforms, is known for delivering fast, user-friendly service at scale. But behind the scenes, rapid growth brought increasing pressure on their internal support operations, especially during peak periods.
Polly.Help gives us the structure and control to scale support, without compromising on quality or consistency.
Erik ÅströmSpecialist Team – Customer Relations, Avanza
Where it started
What was in the way.
With siloed documentation and inconsistent answers slowing teams down, Avanza chose Polly.Help to centralize knowledge, streamline internal workflows, and improve response quality.
Inconsistent responses across teams and communication channels
High contact volumes, including questions that could be deflected via better self-service
Increasing internal escalations due to lack of first-line knowledge support
Limited ability to maintain and govern knowledge effectively across multiple roles
What was built
One foundation, four decisions.
What it delivered
What changed for Avanza.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.