Case Study: Lemonade scales knowledge management with 90% Guru adoption
Key results
The challenge
Lemonade's Learning & Development team supports over 500 globally distributed employees across Customer Experience, Claims, and Underwriting, and needed to keep knowledge accurate and consistent across Guru, Zendesk, and 360Learning without creating bottlenecks or stale content.
The solution
The team built a centralized, Slack-powered knowledge request workflow with Zapier automations and Google Sheets tracking, with subject-matter experts drafting content and L&D owning governance and verification.
“This system gives us visibility into what we're doing, helps our manager understand capacity, and shows stakeholders the impact of our work.”
AMAnthony ManlucciaTraining Lead, L&D
The results, in context
Lemonade reported maintaining a 90% weekly Guru adoption rate sustained for over a year, 100% verification across its content, a 93% accuracy rate in its annual audit, and 5,000+ Guru Cards kept accurate at scale.