Case Study: Perk cuts content redesign time in half and guides 1,100+ agents with Guru

How Perk Cut Content Redesign Time in Half and Guides 1,100+ People Through Complex Workflows

Perk, a travel and spend platform, faced significant challenges with its outdated and confusing knowledge base following acquisitions and a rebrand. Their small knowledge team was using a fragile, multi-tool pipeline to redesign content, while over 1,100 support agents struggled with complex, scattered processes that slowed down customer support and onboarding.

Using Guru's Knowledge Agent Skills, Perk implemented a two-part solution: a content redesign skill that streamlined the rewriting process and a process guide skill that provides agents with step-by-step instructions. The results were substantial, with Guru cutting content redesign time in half, replacing four external tools, and successfully handling over 7,000 questions from agents in its first week, leading to greater efficiency and consistency across their global hubs.

Perk