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Client case · NTI

Knowledge base Polly set up for customer contact at NTI

Student Consultant helped NTI set up and optimise its knowledge base Polly, with clearly organised articles and easily adaptable templates for the customer contact department.

Student Consultant NTI

Situation

Online education for adults

NTI is a renowned Dutch educational institution offering accredited online education to adults, from courses to accredited professional master’s programmes. Students can turn to the customer contact department with all their questions, and NTI wanted to organise that department more efficiently.

The information used by the customer contact department was not stored in a clear way and could not be found in one place. This led to long response times, which was unfavourable for both students and staff.

Approach

One central knowledge base: Polly

  1. Together with ITThe student consultants worked closely with the staff of the IT department and contributed to setting up and optimising a comprehensive knowledge base, Polly, as a central source of information.
  2. Information in articlesThe information was clearly categorised and written up in so-called articles, so that staff can quickly and easily find answers to frequently asked questions.
  3. Adaptable templatesIn addition, specific templates were created that are easy to use and quick to adapt. This helps staff work faster and more consistently.

Result

Information easier to find and more consistent

  • Knowledge baseA comprehensive knowledge base in which staff can find information quickly and easily
  • TemplatesConsistent use of information and communication towards students

At a glance

  • Knowledge baseA comprehensive knowledge base in which staff can find information quickly and easily
  • TemplatesConsistent use of information and communication towards students
Client case
NTI
Published
31 July 2024

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