Item: Guru
Rating: 9
Author: Ricardo Virginilli

Overall Satisfaction with Guru

Use Cases and Deployment Scope

We use Guru as a central database for any and all Support steps, rules, exceptions and possibilities for a better and agile response to the Clients we support. As we work with a variety of possible issues over the supported App we work with, we use it to update other on any live issue, create documentation to be followed and to interact in almost real time with any possible issues. Also we tend to comment on those updates to help improve the documentation created/provided by the responsible team.

Pros and Cons

Pros

Possibility to detail and separate in different ways the documentation
Real time update if needed
Great support for the tool when needed
High customization
Easy use and training

Cons

Better integration with other APIs, like Khoros and others

Return on Investment

Faster response time
Good platform to update and maintain documentation
Fast and reliable source

Usability

It's easy to use, fast, intuitive and can be taught without much loss of time. Reliable and simple enough for staff to use and get used to.

Key Insights

Do you think Guru delivers good value for the price?

Yes

Are you happy with Guru's feature set?

Yes

Did Guru live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Guru go as expected?

I wasn't involved with the implementation phase

Would you buy Guru again?

Yes

Likelihood to Recommend

The use on any Support team is extremely recommended, as it's a great tool to create a documentation database. I can see it working as a good way to create a timeline and task follower for Admin and Programmers, to follow up projects, document them and help to understand/update it.

Comments

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