Mediahuis Noord
One Platform for Multi-Brand Clarity
Mediahuis Noord, formerly known as NDC Mediagroep, publishes a wide portfolio of regional and national newspapers and digital titles. With over 40 brands under its umbrella, the organization faced growing pressure to unify customer service across channels and titles.
Now that our knowledge is unified and accessible across all brands, our team delivers faster, consistent support seamlessly, whether it’s via chat, email, or our own websites.
Jacquelien KoetstraCustomer Process Specialist (Content Manager), Mediahuis Noord
Where it started
What was in the way.
To meet this challenge, Mediahuis Noord implemented Polly.Help, fully integrated into Genesys Cloud. The result: one centralized knowledge platform, used across email, chat, and self-service to deliver faster, more consistent support for both customers and agents.
Fragmented knowledge scattered across disconnected tools and brand-specific repositories
Agents relying on makeshift systems, without standardized content or processes
Difficulties scaling service operations with a flexible, often student-based workforce
Outdated FAQ pages and limited insight into knowledge gaps or content usage
What was built
One foundation, four decisions.
What it delivered
What changed for Mediahuis Noord.
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.