The Rotterdam Eye Hospital
Streamlined Knowledge for Patient-Centered Service
Oogziekenhuis Rotterdam is a renowned specialist hospital in the Netherlands, focused entirely on eye care.
Polly.Help gives our team instant access to the right knowledge, without having to consult multiple departments. It improves service quality, shortens training time, and helps us confidently handle most patient inquiries at the KCC.
Marc NoorthoekDepartment Coordinator Customer Contact Center, Oogziekenhuis Rotterdam
Where it started
What was in the way.
With a growing volume of patient inquiries and a mission to deliver high-quality service across all touchpoints, the hospital’s customer contact center (KCC) needed a better way to manage and share knowledge both internally and with patients.
Patient questions spread across departments, each with its own answer
Routine questions about appointments and logistics ending up with clinical staff
No standard way to schedule, change or cancel an appointment, so every call took longer
Few ways for patients to find basic information themselves
What was built
One foundation, four decisions.
What it delivered
What changed for The Rotterdam Eye Hospital.
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.