MUMC
Centralized Knowledge Management for Hospital-Wide Service Excellence
Maastricht UMC+ (MUMC+) is one of the Netherlands’ leading academic hospitals, offering complex care, research, and education.
With Polly.Help, our agents are better equipped to guide patients across all our outpatient clinics. The platform provides structure, clarity, and confidence, both for our team and for the patients we serve. It’s a key building block in our journey toward better care and better service.
Brenda SchrompgesCoordinator Care Contact, MUMC+
Where it started
What was in the way.
With dozens of outpatient clinics and a central contact center supporting thousands of patient interactions each day, consistent and accessible knowledge became a top operational priority.
Fragmented knowledge and inconsistent answers across outpatient departments
Overreliance on medical staff to answer non-medical or logistical questions
Long handling times for contact center agents without standardized procedures
Limited self-service capabilities for patients seeking basic information
What was built
One foundation, four decisions.
What it delivered
What changed for MUMC.
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.