Case Study: Qualia achieves 50% faster support response and a single source of truth with Guru

Support team’s time to response has been improved by 50% since bringing on Guru

Qualia, the platform that powers over 20% of U.S. real estate closings, faced fragmented internal knowledge and ad hoc customer-success operations that became acute after the shift to remote work. With training and operational content scattered across drives, internal KBs, and Slack, ramping new hires and getting consistent answers quickly was a real problem — so Qualia turned to Guru’s knowledge management solution to provide a single source of truth.

Using Guru, Qualia consolidated internal and external knowledge into one searchable repository, trained SMEs to own content, and rolled the tool out across support, marketing, and sales. The result: ~200 users with 100% adoption in the support team, a 50% improvement in support time-to-response, faster ramping of new hires, fewer repeat Slack questions for SMEs, and company-wide access to trusted information — all enabled by Guru.

Qualia

Alex Stowell

‍Senior Manager, Customer Success Operations