Case Study: Planning Center reduces repeat support questions and Slack noise with Guru

How Guru helped the support team decrease noisy searches in Slack and increase response times for their customers

Planning Center, a church management software company supporting eight apps and handling about 1,500 support tickets a week, struggled with fragmented internal knowledge living in Slack and Trello that led to repeated questions and noisy channels. They evaluated other tools but chose Guru because it integrated with Slack and could serve as a single source of truth without forcing the team into a separate app.

Planning Center implemented Guru (starting with a 10-user trial), using Guru’s Slack bot to capture and create knowledge in real time, and kept customer-facing docs in Zendesk while housing internal troubleshooting in Guru. As a result, Guru helped reduce repeat questions and cut down on Slack noise and duplicate direct messages, making support agents faster and more self-sufficient through improved search, analytics-driven gap filling, and stronger knowledge adoption.

Planning Center

Clay Rector

Advanced Support Agent