Case Study: PetDesk achieves operational clarity with Guru

PetDesk boosts Guru verification score from 76% to 85% with Quality automations

PetDesk, a pet care software company, faced challenges with its Guru knowledge management system due to years of growth and acquisitions. Their Guru workspace was cluttered with duplicate and conflicting content, leading to widespread distrust in the accuracy of the information. With a low verification score and an overwhelming queue of unverified cards, their Customer Experience Operations team, led by Director Shona Fenner, struggled to maintain quality and get stakeholders to engage with knowledge governance.

By implementing Guru's Quality automations, PetDesk was able to automatically verify reliable content and surface only the cards that genuinely needed attention. This solution cleared the noise from their system, allowing them to consolidate duplicate processes and improve content. As a result, Guru helped increase their verification score from 76% to 85%, and previously disengaged stakeholders began actively using and celebrating the tool, creating organic momentum for knowledge management across the organization.

PetDesk