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The problem

As one of Guru's customers, a hospitality management company, expanded its global operations, the company faced significant challenges in managing an ever-increasing volume of customer interactions and support requests. The manual processes used by the HR and support teams to handle these inquiries were inefficient, leading to delays in response times, particularly for their international customer base across different time zones. The company needed a solution to streamline their internal processes, enhance support efficiency, and ensure timely responses to customer queries.

The solution

The company implemented Guru's AI-powered search and knowledge management system to automate and enhance their internal workflows. By integrating Guru with their existing tools, including Slack and Zendesk, they were able to centralize their information and provide instant, accurate answers to both customer and internal team inquiries. The Guru platform allowed the company to create and manage a comprehensive knowledge base, making critical information easily accessible to all employees.

The approach

Integration with existing tools 

The company integrated Guru with Slack, enabling auto-responses to frequently asked questions and allowing employees to quickly search for information without leaving their communication platform. The integration extended to Zendesk, facilitating seamless access to past support tickets and process documentation.

Pilot programs 

Initially, the company rolled out the Guru AI search in specific channels like onboarding and HR. The HR team, for instance, was able to automate responses to repetitive queries, significantly reducing the time spent on manual information retrieval.

Customization for departments 

Recognizing the varied needs of different departments, the company tailored the Guru integrations to specific team requirements. For example, the onboarding team leveraged Guru to find integration availability quickly, while the HR team used it to manage country-specific documentation efficiently.

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Global Support 

The 24/7 support capabilities of Guru were particularly beneficial for the company's global operations. Employees in different regions could access necessary information instantly, without waiting for support teams in other time zones to become available.

The outcome

The implementation of Guru’s AI search and knowledge management system resulted in significant improvements in operational efficiency and customer support for the company:

Time savings 

The HR and support teams reported substantial reductions in the time spent on repetitive tasks, allowing them to focus on more strategic activities. This was particularly impactful for the onboarding team, which saw faster resolution times for customer integration inquiries.

Enhanced support 

The ability to provide 24/7 support through automated responses improved customer satisfaction, as queries were addressed promptly, regardless of the time zone.

Increased efficiency 

With streamlined access to information, employees could quickly find answers to their questions, reducing the need for manual information retrieval and internal bottlenecks.

Cross-functional impact 

The success of the initial integrations led to broader adoption across other departments, including sales and account management, further enhancing the overall efficiency of their operations.

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In conclusion, the company's strategic integration of Guru’s AI search capabilities transformed their internal processes, delivering faster and more efficient support to their global customer base, and positioning the company for continued growth and success.

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