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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. They’re known for their unique business model, charitable Giveback program, and customer-first innovation.

The Challenge

Lemonade’s Learning & Development team supports over 500 globally distributed “Makers” across Customer Experience, Claims, and Underwriting. These teams manage highly complex and frequently evolving processes tied to multiple insurance products—and rely on three different systems for documentation:

• Guru for knowledge management
  
  
• Zendesk macros for customer comms
  
  
• 360Learning for training

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As business grew, so did the need for a streamlined, scalable way to update knowledge across all three platforms while keeping Guru trustworthy and usable 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

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‍The Solution

To tackle knowledge management at scale, Lemonade built a lightweight, Slack-powered request system that seamlessly connects updates across Guru, Zendesk, and 360Learning. Instead of using emails or ad-hoc Slack messages, they centralized all knowledge requests through:

• Slack as the main communication hub
• Zapier to automate triage and assignments
• Google Sheets to track request metrics and team bandwidth

By keeping every request visible, structured, and automated, Lemonade’s Learning & Development team ensured that knowledge updates stayed accurate, trusted, and efficient—without adding overhead or slowing teams down.

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The system is built around empowering subject matter experts to lead initial drafts, allowing content owners to focus on polishing and publishing rather than chasing down details.

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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 strategic shift allowed Lemonade to maintain a 90% Guru adoption rate and a 100% trust score across collections—even as the company and content needs rapidly scaled.

The Approach

Here’s how Lemonade brought this system to life, step-by-step:

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1. Created a central Slack channel - Built a dedicated knowledge request hub with department-specific intake forms to collect key info up front.

2. Built Zapier automations - Set up automations that route requests based on department and product, tagging the correct content owner automatically.

“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

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3. Standardized Slack-first collaboration - Established a rule: all discussions, edits, and approvals happen directly in the Slack request thread—no side DMs—creating transparency and accountability.

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4. Implemented a Google Sheets tracker - Logged all request data—volume, type, handler efficiency, turnaround time—for real-time reporting and resource planning.

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5. Instituted an annual content audit- Scheduled a December audit every year to catch any gaps or aging content not surfaced by the request flow, helping maintain 100% verification rates.

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6. Trained Makers and stakeholders - Educated subject matter experts on how to submit draft content through forms, ensuring submissions were already ~80% accurate before content owners touched them.

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The Outcome

By building a Slack-powered request workflow and centering knowledge work around transparency and accountability, Lemonade’s Learning & Development team unlocked sustainable, scalable knowledge management. The results speak for themselves—and the team feels it every day:

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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:

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• 📈 ~200-300 knowledge requests per month processed seamlessly across Guru, macros, and LMS content
• 🧠 90% weekly adoption rate of Guru among customer-facing teams
• 🏆 100% verified Pet Claims Collection—home to over 2,000 cards
• 🔄 93% content accuracy rate in annual audit, validating the effectiveness of their SOP
• 💬 Fewer DMs, more visibility via Slack threads and auto-notifications
• 📊 Data-driven resource planning and the hiring of an additional team member to support high-volume teams

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Lemonade’s approach shows that with the right systems in place, knowledge can scale as fast as the business—without losing trust along the way.