Case Study: Paraco Gas reduces call handle time by 8% with Guru

Paraco Gas cuts call handle time by 8% with Guru

Paraco Gas, one of the largest independent propane distributors in the Northeast United States, faced a challenge with inefficient knowledge access. Their customer experience agents struggled to find critical information quickly, leading to increased call handle times and frustrated customers. To address this, they implemented Guru's centralized knowledge management platform.

By using Guru to centralize information through Knowledge Cards and integrations like Microsoft OneDrive, Paraco Gas dramatically improved efficiency. The solution reduced average call handle times by 8%, from over 6 minutes to under 5 minutes and 30 seconds. Guru also helped improve new hire onboarding and allowed the team to handle the same call volume with a downsized workforce.

Paraco Gas