Back office ops · Production

TIM centralizes IT knowledge management across hospitality clients with Guru

The problem

TIM's knowledge was fragmented across Slack, Google Workspace, and Confluence with no integration between tools, making information costly to maintain and difficult to search. High staff turnover in the hospitality sector made the fragmentation worse.

First attempt

Atlassian's AI was siloed within its own product and slow to roll out, making cross-tool queries impractical. Attempts to build a custom integration with developers were abandoned as too complex.

Workflow diagram · grounded in source
1
Employee submits a question
trigger
“you ask a question and get results from Drive and Jira and many other places”
2
Centralized cross-platform access
integration
“All information across Jira, Guru, and Google Drive is now easily accessible in the Guru platform, reducing the time spent searching for information and context switching”
3
AI Training Center surfaces gaps
ai_action
“Through the AI Training Center, they can see what questions are being asked most frequently and know what information to update or create”
4
Knowledge Council maintains content
human_review
“A Knowledge Council was established within TIM, involving employees in the management and upkeep of knowledge. This council plays a crucial role in maintaining the quality and relevance of the information stored in Guru.”
Reported outcome

Guru gave TIM a centralized knowledge repository spanning Jira, Google Drive, and other tools, reducing time spent searching and context switching, and enabling employees to maintain knowledge quality through a dedicated Knowledge Council.

Reported metrics
Search and context-switching timereducing the time spent searching for information and context switching
Manual data sharingminimized the need for manual data sharing
Overall time savingssignificant time savings
Reported stack
GuruAI Training CenterSlackGoogle WorkspaceJiraIntercomConfluenceGoogle Drive
Source
https://www.getguru.com/customers/tim-centralized-knowledge
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Guru gave TIM a centralized knowledge repository spanning Jira, Google Drive, and other tools, reducing time spent searching and context switching, and enabling employees to maintain knowledge quality through a dedica…

What tools did this team use?

Guru, AI Training Center, Slack, Google Workspace, Jira, Intercom, Confluence, Google Drive.

What results were reported?

Search and context-switching time: reducing the time spent searching for information and context switching; Manual data sharing: minimized the need for manual data sharing; Overall time savings: significant time savings (source-reported, not independently verified).

What failed first in this deployment?

Atlassian's AI was siloed within its own product and slow to roll out, making cross-tool queries impractical.

How is this back office ops AI workflow structured?

Employee submits a question → Centralized cross-platform access → AI Training Center surfaces gaps → Knowledge Council maintains content.

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