OMRIN
Centralized Knowledge to Improve Service and Self-Service
OMRIN, the waste and recycling service provider for the northern Netherlands, aimed to transform its customer interaction strategy by reducing repeat contact, increasing self-service adoption, and equipping both internal teams and external partners with consistent knowledge.
With Polly.Help, we’ve built one single source of truth that supports every team and ensures consistent answers across all communication channels.
Albert VisserTeam Lead Service Information Point (SYP), OMRIN
Where it started
What was in the way.
To achieve this, OMRIN partnered with Polly.Help to deploy a centralized knowledge management platform that supports both internal operations and external customer self-service.
High call volumes and repeat contacts
Too many internal questions due to fragmented knowledge
Difficulty managing answers that vary per municipality
Need for future expansion to web self-service
What was built
One foundation, four decisions.
What it delivered
What changed for OMRIN.
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.