Municipality of Groningen
One Knowledge Source for Citizens and Civil Servants Alike
The Municipality of Groningen, a vibrant city in the north of the Netherlands, serves a diverse and growing population.
With Polly.Help, our agents now have fast access to accurate knowledge, and we’re reducing the number of outdated documents and scattered sources. It’s a major step forward in service quality and efficiency.
Wim SchorfhaarHead of Customer Contact Center, Municipality of Groningen
Where it started
What was in the way.
With rising expectations for digital service and consistent communication, the city sought a smarter approach to managing internal and external knowledge.
Multiple, siloed knowledge sources resulting in inefficiency and outdated content
Lack of ownership and visibility for knowledge contributors
Inconsistent answers across service channels and departments
Increasing pressure on first-line agents to resolve complex questions
What was built
One foundation, four decisions.
What it delivered
What changed for Municipality of Groningen.
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.