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Company Background

Lemonade is a full-stack insurance provider offering renters, homeowners, car, pet, and life insurance. Built for the modern consumer, Lemonade combines technology and transparency to deliver instant claims handling and exceptional customer experiences.Their customer-first innovation and rapid expansion mean internal teams must operate with constantly evolving, highly regulated knowledge across multiple insurance products. Ensuring that this knowledge stays accurate, consistent, and trusted is essential for delivering great customer service — and that’s where Guru comes in.

The Challenge

Lemonade’s Learning & Development team supports over 500 globally distributed “Makers” across Customer Experience, Claims, and Underwriting. These teams rely on fast-changing information tied to complex insurance workflows — all spread across multiple systems:

• Guru for knowledge
  
• Zendesk macros for customer communications
  
• 360Learning for training content
  

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As the business grew, Lemonade needed a scalable, governed way to keep knowledge accurate across all three platforms, maintain trust in Guru’s content, and avoid information bottlenecks or stale content across thousands of Cards.

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“This system gives us visibility into what we’re doing, helps our manager understand capacity, and shows stakeholders the impact of our work.” — Anthony Manluccia, Training Lead, L&D

‍The Solution

To manage knowledge at scale, Lemonade built a lightweight, scalable workflow powered by Slack and Guru — creating one governed pipeline for all knowledge requests that keeps information accurate across Guru, Zendesk, and 360Learning.

Instead of relying on emails or ad-hoc Slack messages, Lemonade centralized everything through:

• Slack as the structured intake hub
  
• Zapier automations for routing and triage
  
• Google Sheets for metrics and workload visibility

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This system ensures every request is transparent, complete, and auditable. Content owners no longer chase details; instead, they focus on reviewing, verifying, and publishing high-quality knowledge.

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“We ask stakeholders to submit the first draft—it keeps the content accurate, and our team just makes it clean and connected.” — Anthony Manluccia

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This approach allows Lemonade to maintain a 90% weekly Guru adoption rate and a 100% trust score across large, complex knowledge collections — even as both the business and content volume continue to grow.

The Approach

1. A Central Slack Channel for Requests

A dedicated Slack request hub with structured forms collects the right information up front.

2. Zapier Automations to Route Requests

Zapier automates routing based on department, product, or workflow, tagging the correct content owner instantly.

“Zapier routes the request, Slack tags the right teammate, and everything lives in one thread. It’s transparent, efficient, and easy to track.” — Anthony Manluccia

3. Slack-First Collaboration

All communication happens in the request thread — not DMs or scattered channels — creating transparency and accountability.

4. Real-Time Metrics in Google Sheets

Request type, volume, handler distribution, and turnaround time are tracked for reporting and workforce planning.‍

5. Annual Content Audit

A scheduled December audit catches any knowledge that didn’t surface through the request flow — helping maintain 100% verification rates.

6. SME-Led Drafting

Subject matter experts submit first drafts so content owners can focus on governance, accuracy, and connecting information across systems.

The Outcome

By centralizing requests and building transparent, automated workflows, Lemonade created a governed, scalable, and AI-ready knowledge system that supports consistent service and rapid growth.

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“We’ve been running this system for over a year, with 90% weekly adoption. It’s sustainable—and it works.”

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Here’s what they’ve achieved:

• 📈 200–300 knowledge requests/month processed across Guru, macros, and training content
  
• 🧠 90% weekly Guru adoption
  
• 🏆 100% verified Pet Claims Collection — over 2,000 Cards
  
• 🔄 93% accuracy rate in the annual audit
  
• 💬 Fewer DMs, more transparency via Slack threads
• 📊 Data-driven workload planning that led to hiring an additional team member to support high-volume teams

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Lemonade’s approach shows that when teams connect their knowledge, build trust automatically, and centralize their workflows, knowledge can scale as fast as the business — without sacrificing accuracy or confidence.