31-07-2024

Case NTI

Implementation and Optimization of Knowledge Base (Polly)

NTI is a prestigious Dutch educational institution specializing in accredited online education for adults. Offering a wide range of programs, from courses to recognized HBO master's degrees, NTI faced the challenge of improving the efficiency of its customer contact department, where students can direct their inquiries. The information utilized by this department was poorly organized and scattered across different locations, leading to long response times, which were detrimental to both students and staff.

To address this issue, our student consultants collaborated closely with the IT department. They contributed to the design and optimization of a comprehensive knowledge base named Polly. This knowledge base now serves as a central repository where staff can quickly and easily find answers to common questions. Much of the information from this knowledge base will soon be made available to NTI students via the student portal.

Our student consultants categorized and structured the information into well-organized articles. They also developed specific templates that are easy to use and can be swiftly adjusted. This enables staff to work more efficiently and consistently.

Result

Thanks to the efforts of our student consultants, NTI now has access to a robust knowledge base where staff can swiftly retrieve information. The templates foster a consistent use of information and communication towards students. This has resulted in reduced response times and improved operational efficiency within NTI's customer service.