Heineken
Enabling Knowledge at Scale
Heineken, part of one of the world’s most iconic beverage brands, needed a smarter way to manage and deliver internal knowledge.
Polly.Help has translated into a 60% reduction in standard queries. This significant reduction occurred immediately after implementation; it’s remarkable.
Anja BuitenmanHeineken Consumer Services
Where it started
What was in the way.
With support teams spread across functions and channels, they faced outdated documentation, duplicate effort, and inconsistent communication, especially during high-demand events and seasonal peaks.
Support and service teams maintaining separate knowledge bases, leading to fragmentation
Slow onboarding for new employees and temporary staff
Difficulty scaling internal knowledge during event-related demand spikes
A growing need for self-service and automation to reduce repeat questions
What was built
One foundation, four decisions.
What it delivered
What changed for Heineken.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
Book a demoRead another
Stories like this one.
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.