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Paraco Gas Cuts Call Handle Time by 8% with Guru, Boosting Efficiency Across Teams

Learn how Paraco Gas slashed call handle times with Guru, transforming customer satisfaction.

Reading time
3
 minutes

Company Background

Paraco Gas is one of the largest independent propane distributors in the Northeast United States, serving residential, commercial, and industrial customers. With over 50 years of experience, they deliver reliable, energy-efficient propane solutions and provide exceptional customer service to thousands of households and businesses.

The Challenge

Paraco Gas’s customer experience agents struggled with inefficiencies in accessing critical information. Important updates, like price-per-gallon changes, were often buried in emails or scattered across tools. This led to increased handle times, agents relying on outdated information, and frustrated customers.

“Hold times were high because agents couldn’t find what they needed quickly, and that left customers on double holds. It was just a mess, shared Daniel Guglielmo, Senior Manager of Workforce Management.

The Solution

To solve this, Daniel introduced Guru to centralize their knowledge base and streamline information access for customer-facing teams. Paraco Gas utilized the following features:

  • Knowledge Cards: Agents accessed accurate, up-to-date processes, policies, and pricing directly during calls.
  • Microsoft OneDrive Integration: Synced existing resources, creating a hybrid system that pulled relevant content into Guru.
  • Announcements: Used for instant team-wide updates on changes, such as price adjustments or new policies.
Representation of Paraco's Guru Dashboard — not an actual screenshot


“We needed a tool that allowed us to centralize everything so our agents could stop digging through emails or relying on outdated systems. Guru was the perfect solution,” Daniel explained.

One agent shared their excitement about Guru’s impact: “I think this is a great investment for the company. This allows agents to assist faster since it’s pulling information from multiple sources pertaining to the topic.

The Approach

  1. Stakeholder Buy-In: Daniel, a Guru advocate from his time at Etsy, pitched the tool to leadership at Paraco Gas, highlighting its potential to improve efficiency and customer satisfaction. “When I came back to Paraco, I knew Guru would be a game changer. It was one of the first things I wanted to implement.”

  2. Content Migration: The team consolidated knowledge from emails, internal tools, and OneDrive into Guru’s Knowledge Cards, with Daniel noting: “The migration process was super easy and self-explanatory.”

  3. User Training: Agents were introduced to Guru through live demos and self-paced resources, enabling them to hit the ground running.

  4. Rollout & Iteration: Guru was initially deployed for customer experience and sales teams, with a roadmap to onboard more teams.

The Outcome

The adoption of Guru delivered several tangible results:

  • Reduced Handle Times: Agents saw a dramatic improvement, reducing average handle time from over 6 minutes to under 5 minutes and 30 seconds. “We’ve cut handle times by 30 seconds—something I didn’t think was possible. Guru helped us achieve that by giving agents what they need when they need it.”
  • Improved Time to First Response: In just two weeks of testing Guru, the team reduced time to first response by 10 seconds.

  • Improved Onboarding: New hires ramped up faster and performed better on training assessments. “The ramp time for new hires is significantly faster now. Their test scores and ability to learn have improved tremendously.”

  • Higher Agent Satisfaction: “Agents constantly tell me they can’t imagine going back to the old system. Guru has made their jobs so much easier.”

Daniel also highlighted the impact on team capacity:

“We’ve downsized our workforce while handling the same volume of calls more efficiently. It’s not about pushing harder—it’s about being smarter.”


What’s Next?

Paraco Gas plans to expand Guru to their delivery and credit services teams to further unify their knowledge management. They’re also exploring Guru’s Pages for onboarding guides and custom GPT integrations to create tailored workflows for customer scenarios.

“The potential with Guru is endless. Every time I explore a new feature, I think about how it can make my team’s work even easier,” said Daniel.

Key Stats

Customer Testimonials

Key Takeaways

Guru Capabilities Leveraged

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Published on 
December 10, 2024

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