Company Background

Perk (formerly known as TravelPerk) is the global business travel and expense management platform. Since its founding in 2015, it has reshaped how companies manage travel for work — combining cutting-edge technology with a human touch.

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Perk offers a seamless all-in-one platform that simplifies travel booking, streamlines expense management, and boosts productivity for businesses of all sizes.

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With over 1,800 employees and annualized booking volumes of more than $2.5 billion, a booking is made every 5 seconds. Maintaining consistent service quality at this scale requires a trusted, connected, and up-to-date internal knowledge layer. That’s where Guru comes in.

The Challenge

As Perk scaled operations, the customer care team needed a way to ensure agents had quick access to accurate, trusted knowledge, while reducing information overload and preparing to onboard hundreds of new agents.

Communication Overload

Agents were overwhelmed by announcements about incidents, supplier outages, and process changes shared across Slack, email, and an overcrowded internal database. Information was scattered, inconsistent, and easily buried.

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“By the time you needed information, it was buried. We knew we needed to overhaul our approach to knowledge management to support our growing team and deliver consistent customer experiences.” - Fabrizio Vena, Content & Communications Manager at Perk. 

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The volume of notifications made it hard to distinguish critical updates from noise. Rapid incident cycles created constant alerts that distracted agents from customers.

Scaling Knowledge for New Employees

Perk planned to onboard 300+ new agents through 2025, which meant the existing approach to knowledge sharing wasn’t scalable or governed.

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“Since I joined in 2019, we scaled from 150 people at TravelPerk to >1,000 people in customer care only, and Guru has been instrumental in supporting that growth.”— Fabrizio Vena

The Solution

Perk partnered with Guru to establish one AI-ready, governed source of truth that reduced noise, improved agent accuracy, and scaled across teams and tools.

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“Guru surpassed all expectations. It wasn’t just a knowledge base; it was a complete solution for improving customer care operations and communication.” - Fabrizio Vena

1. Centralized Incident Tracking With Guru Pages

Previously, incident updates lived in Slack and email. Perk created an Incidents Page in Guru to give agents a single, trusted destination for real-time updates — dramatically reducing noise and context switching. Agents check the page at the start of each shift; updates no longer require a flood of announcements.

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“With Guru Pages, we’ve moved information from our internal workspace into Guru, aligning with our mantra: ‘Everything is in Guru.’ It’s all about centralizing information into one platform.” — Fabrizio Vena

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✅ Best Practice: If your team is overwhelmed by too many updates, centralize incident tracking in Guru Pages. Reserve announcements for high-priority issues only and encourage agents to check the Incidents Page regularly.

2. AI-Powered Knowledge Agents for Higher Accuracy

Perk built custom Knowledge Agents to deliver cited, role-aware AI answers tailored to Level 1 vs. Level 2 agents and specific booking systems. By connecting their customer-facing Help Center into these agents, Perk gave agents a way to get accurate, context-specific answers directly inside Guru — instead of manually searching external systems.

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“The AI will recognize what booking platform they are on and only surface information relevant to that platform. That will improve accuracy and reduce noise.”— Lucia Delicova, Content & Communications Team Leader. 

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Knowledge Agents helped reduce noise and dramatically improved relevance and confidence in AI-assisted responses.

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✅ Best Practice: To improve AI relevance, configure custom Knowledge Agents for different roles and platforms. Encourage agents to provide feedback on AI-generated answers to refine accuracy over time.

3. Smarter, More Targeted Announcements

Using Guru as the central truth layer allowed Perk to shift away from constant alerts and toward governed communication. Announcements are now reserved for high-priority items only. All other updates live in Guru, where managers can track readership to ensure critical messages are seen.

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“We tell agents — whenever you think something’s wrong, go to the page and check it first. If it’s critical, you’ll get an announcement.”— Fabrizio Vena

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✅ Best Practice: Focus announcements on strategic updates and process changes. Use Guru’s reporting to track readership and follow up with agents who miss key updates.

4. Maintaining Content Health at Scale

Perk uses Guru’s verification workflows, expiration policies, and feedback loops to ensure knowledge stays trusted as the team grows.

• Agent Feedback Loop: Agents flag content via comments; the content team triages, verifies, and updates.
  
• Smart Expiration Strategy: Dynamic topics expire every 3 months; stable ones renew annually.
  
• Weekly “CC News”: Expiring newsletters keep Guru free of clutter.‍
• Stakeholder Requests: Business teams submit drafts for refinement and publishing.

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“Keeping content healthy isn’t just a task for us — it’s a daily habit that empowers the entire team.”— Fabrizio Vena

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✅ Best Practice: Proactively manage knowledge health by setting expiration dates for Cards, building a daily queue review habit, and embracing agent feedback through Guru comments.

The Outcome

• 908 active AI users/month — Consistent AI adoption
  
• 173 announcements sent — Lower noise, higher clarity
  
• +1 million Card views — High engagement
  
• 200 agent comments/month — Strong feedback loop

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“With Guru, we’ve gone from pen and paper to technology to AI. It’s a complete transformation compared to some other tools, where even basic search was a challenge.”— Fabrizio Vena

What’s Next

• Updated Extension Side Panel — Keep Guru open while working in Zendesk
• Manager View for Announcements — Improve coaching & compliance
  
• Enhanced AI Transparency — Explainability builds trust

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“Guru has revolutionized how we work. From static, chaotic knowledge to a centralized, dynamic system, our agents are empowered, and our operations are more resilient than ever.”— Fabrizio Vena