Charity Lotteries
Centralized Knowledge That Scales with Impact
Charity Lotteries NV, the organization behind the Dutch Postcode Lottery and FriendsLottery, plays a pivotal role in supporting charitable causes across the Netherlands.
With Polly.Help and our smart knowledge-enabled interface, we’re providing better, faster support and scaling our impact when it matters most.
Quirine van der HoopHead of Member Services, Charity Lotteries
Where it started
What was in the way.
With a growing number of service interactions, multiple brands, and complex partner networks, delivering fast, accurate, and consistent communication became a strategic necessity.
Disjointed systems and fragmented knowledge slowed down support teams
Information errors and delays created inconsistencies and increased service escalations
The need for channel- and brand-specific content across websites, contact centers, and email communications
Lack of intelligent knowledge delivery to assist agents during peak moments and high-pressure campaigns
What was built
One foundation, four decisions.
What it delivered
What changed for Charity Lotteries.
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.