DPD
A Self-Service Platform That Delivers
DPD Netherlands, one of the leading parcel delivery providers in the country, was facing increasing pressure on its customer service teams.
With Polly.Help, we now offer customers the right answer at the right moment, without needing to pick up the phone. It’s simple, scalable, and saves both time and effort.
Marianne DriessenProduct Owner, DPD Netherlands
Where it started
What was in the way.
A large portion of daily contacts consisted of routine questions, from parcel tracking to return processes, that could easily be handled without human intervention.
Outdated FAQ tools with limited searchability and no multi-language support
Inconsistent user experience across digital channels
Limited flexibility to update answers quickly during peak periods or disruptions
A growing need for proactive, scalable self-service without increasing headcount
What was built
One foundation, four decisions.
What it delivered
What changed for DPD.
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.