TechValidate Research on Pendo

98 Case Studies – Page 1 of 4


Pendo Case Study

Prime Revenue

Introduction

This case study of PrimeRevenue is based on a June 2020 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We did not have any user analytics before Pendo and therefore did not know what features our users were using, how they were accessing it, and how long they spent in the system.”

“Pendo has given us insight into how our customers use our products and how we can streamline and enhance their experience. We have also leveraged guides to provide notifications on features and improve adoption.”

We have seen our NPS score double since implementing Pendo."

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Key challenges they needed to overcome by implementing Pendo:
    • Increase customer advocacy
  • Vendors evaluated before ultimately choosing Pendo:
    • WalkMe
    • Amplitude

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Features of Pendo they value the most when compared against competitive solutions:
    • Retroactive analytics
    • Product usage analytics
    • Having a single integrated platform for product insights, guidance, & road mapping
  • Pendo platform functionalities they use:
    • Analytics
    • Guides
    • Resource Center
    • NPS
  • Business units in their organization that use Pendo:
    • Product Management

Results

The surveyed company achieved the following results with Pendo:

  • Benefits experienced since implementing Pendo:
    • Optimized feature adoption
    • Increased visibility of product usage data
  • Improvement seen in the following areas of their business after implementing Pendo:
    • Increase in usage of product data for internal decision making: Greater than 50%
    • Increase in product/feature adoption: Greater than 50%
    • Reduction in employee resource costs (customer support, engineering, etc.): Up to 5%
    • Improvement in delivery of customer communication at scale: Greater than 50%
    • Increase in speed of product innovation: 5 – 10%

Pendo Case Study

Verizon Media

Introduction

This case study of Verizon Media is based on a June 2020 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has given us a greater focus on comparing anecdotal with analytical data to understand user behavior. It has been instrumental in tracking feature adoption such that we have started to build OKRs around certain feature adoption.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Key challenges they needed to overcome by implementing Pendo:
    • Decrease customer churn / increase retention
    • Improve in-app communication
  • Vendors evaluated before ultimately choosing Pendo:
    • Google Analytics

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Features of Pendo they value the most when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • NPS & sentiment analytics
  • Pendo platform functionalities they use:
    • Analytics
    • Guides
    • Feedback
  • Business units in their organization that use Pendo:
    • Product Management
    • Marketing
    • User Experience / Design
    • Sales
    • Engineering / Dev

Results

The surveyed company achieved the following results with Pendo:

  • Benefits experienced since implementing Pendo:
    • Optimized feature adoption
    • Increased visibility of product usage data
    • Improved product planning experience
    • An increase in qualitative metrics
  • Improvement seen in the following areas of their business after implementing Pendo:
    • Increase in usage of product data for internal decision making: Greater than 50%
    • Improvement in delivery of customer communication at scale: Greater than 50%
    • Increase in speed of product innovation: 26 – 50%

Pendo Case Study

PayFit

Introduction

This case study of PayFit is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • A lack of product usage data
  • Evaluated the following vendors before selecting Pendo:
    • Amplitude
    • Google Analytics

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • NPS & sentiment analytics
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • User Experience/Design
  • Integrates the following tools with Pendo:
    • Segment
  • Rates the following support service as Best in Class:
    • Pendo’s customer support

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: > 50%
    • Improved customer satisfaction & NPS score: 26-50%

Pendo Feedback Case Study

FinTech Software Company Case Study

Introduction

This case study of a small business computer software company is based on a January 2020 survey of Pendo Feedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo Feedback:

  • Overcame the following challenges by implementing Pendo Feedback:
    • Having no way to consolidate and organize disjointed feedback channels
    • Finding manual aggregation and analysis of feedback to be costly and inefficient
    • Finding product feedback and request tickets were overwhelming support and customer success teams
    • Needing feedback integrated into their broader tech stack
  • Considered the following tools when evaluating Pendo Feedback for use within their organization:
    • Aha
    • Salesforce Ideas
    • Jira Service Desk

Use Case

The key features and functionalities of Pendo Feedback that the surveyed company uses:

  • Values the following Pendo Feedback features the most when compared against competitive solutions:
    • Ease of reporting
    • More robust integrations with other tools
    • Ability to give customers personalized visibility into their feedback requests
  • The following functions across their organization leverage Pendo Feedback product/data:
    • Product Management
    • Customer Success
    • User Experience/Design
    • Engineering/Dev

Results

The surveyed company achieved the following results with Pendo Feedback:

  • Has been able to achieve the following with Pendo Feedback:
    • Innovate faster
  • Level of improvement in the following areas after implementing Pendo Feedback:
    • Increased price point of our product: 26-50%
    • Increased engineering productivity: 11-25%
    • Reduction in support tickets/calls and time to resolution: 11-25%
    • Decreased product team time dedicated to analyzing feedback: 26-50%
    • Reduction in churn through product innovation: 26-50%
    • Increased NPS through improved product development transparency: greater than 50%
    • Increased team productivity by reducing manual feedback collection and aggregating activities: 26-50%
  • Their Product Management team has saved 5-10 hours/week since implementing Pendo Feedback.
  • Their Customer Success team has saved 10-15 hours/week since implementing Pendo Feedback.
  • Saw payback in 6-9 months after investing in Pendo Feedback.

Pendo Feedback Case Study

Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services company is based on a January 2020 survey of Pendo Feedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo Feedback:

  • Overcame the following challenges by implementing Pendo Feedback:
    • Having no way to consolidate and organize disjointed feedback channels
    • Having no seamless and automated way to communicate feature request progress to customers
  • Considered the following tool when evaluating Pendo Feedback for use within their organization:
    • Building their own in-house application

Use Case

The key features and functionalities of Pendo Feedback that the surveyed company uses:

  • Values the following Pendo Feedback features the most when compared against competitive solutions:
    • Seamless integration with their existing Pendo product cloud
    • Ease of reporting
  • Functions across their organization that leverage Pendo Feedback product/data:
    • Product Management
    • Customer Success
    • Customer Support
    • User Experience/Design
    • Sales

Results

The surveyed company achieved the following results with Pendo Feedback:

  • Has been able to achieve the following with Pendo Feedback:
    • Scale efficiencies
    • Innovate faster
  • Level of improvement in the following areas after implementing Pendo Feedback:
    • Increased price point of our product: up to 5%
    • Increased engineering productivity: 5-10%
    • Reduction in support tickets/calls and time to resolution: 5-10%
    • Decreased product team time dedicated to analyzing feedback: 5-10%
    • Reduction in churn through product innovation: 11-25%
    • Increased NPS through improved product development transparency: 5-10%
    • Increased team productivity by reducing manual feedback collection and aggregating activities: 11-25%
  • Their Product Management team has saved 0-5 hours/week since implementing Pendo Feedback.
  • Their Customer Success team has saved 5-10 hours/week since implementing Pendo Feedback.
  • Saw payback in 3-6 months after investing in Pendo Feedback.

Pendo Feedback Case Study

Force Therapeutics

Introduction

This case study of Force Therapeutics is based on a January 2020 survey of Pendo Feedback customers by TechValidate, a 3rd-party research service.

“Pendo Feedback allows us to have better insight across teams on product feedback and user experience.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo Feedback:

  • Overcame the following challenges by implementing Pendo Feedback:
    • Having no way to consolidate and organize disjointed feedback channels
    • Being unable to prioritize product and feature builds based on data and finding loudest/highest paying accounts often dictate the roadmap
    • Finding manual aggregation and analysis of feedback to be costly and inefficient
  • Considered the following tool when evaluating Pendo Feedback for use within their organization:
    • UserVoice

Use Case

The key features and functionalities of Pendo Feedback that the surveyed company uses:

  • Values the following Pendo Feedback features the most when compared against competitive solutions:
    • Seamless integration with their existing Pendo product cloud
    • More robust integrations with other tools
  • The following functions across their organization leverage Pendo Feedback product/data:
    • Product Operations
    • Product Marketing
    • Customer Success
    • User Experience/Design
    • Data and Analytics
    • Sales
    • Engineering/Dev

Results

The surveyed company achieved the following results with Pendo Feedback:

  • Has been able to achieve the following with Pendo Feedback:
    • Innovate faster
  • Level of improvement in the following areas after implementing Pendo Feedback:
    • Increased price point of our product: up to 5%
    • Increased engineering productivity: 5-10%
    • Reduction in support tickets/calls and time to resolution: 5-10%
    • Decreased product team time dedicated to analyzing feedback: 11-25%
    • Reduction in churn through product innovation: 11-25%
    • Increased NPS through improved product development transparency: 11-25%
    • Increased team productivity by reducing manual feedback collection and aggregating activities: 11-25%

Pendo Feedback Case Study

Small Business Computer Software Company

Introduction

This case study of a small business computer software company is based on a January 2020 survey of Pendo Feedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo Feedback is our main tool we use to collect user feedback. The fact that it’s linked to our database and the MRR of our clients, for example, makes things even better!”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo Feedback:

  • Overcame the following challenges by implementing Pendo Feedback:
    • Having no way to consolidate and organize disjointed feedback channels
    • Finding manual aggregation and analysis of feedback to be costly and inefficient
    • Having no seamless and automated way to communicate feature request progress to customers
    • Finding product feedback and request tickets were overwhelming support and customer success teams

Use Case

The key features and functionalities of Pendo Feedback that the surveyed company uses:

  • Values the following Pendo Feedback features the most when compared against competitive solutions:
    • Ability to understand latest request priority (priority sliders)
    • Ease of reporting
    • Ability to give customers personalized visibility into their feedback requests
  • The following functions across their organization leverage Pendo Feedback product/data:
    • Product Management
    • Customer Success
    • Customer Support
    • Sales

Results

The surveyed company achieved the following results with Pendo Feedback:

  • Has been able to achieve the following with Pendo Feedback:
    • Drive revenue through data-driven product development
  • Level of improvement in the following areas after implementing Pendo Feedback:
    • Increased price point of our product: up to 5%
    • Increased engineering productivity: 5-10%
    • Reduction in support tickets/calls and time to resolution: 5-10%
    • Decreased product team time dedicated to analyzing feedback: 5-10%
    • Reduction in churn through product innovation: 11-25%
    • Increased NPS through improved product development transparency: 5-10%
    • Increased team productivity by reducing manual feedback collection and aggregating activities: 26-50%
  • Their Product Management team has saved 5-10 hours/week since implementing Pendo Feedback.
  • Their Customer Success team has saved 10-15 hours/week since implementing Pendo Feedback.

Pendo Feedback Case Study

Pendo Feedback Case Study

Introduction

This case study of a small business computer software company is based on a January 2020 survey of Pendo Feedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo Feedback enables us to capture faster and more data-driven feedback. It’s now easier to scale out feedback requests.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo Feedback:

  • Overcame the following challenges by implementing Pendo Feedback:
    • Being unable to prioritize product and feature builds based on data and finding loudest/highest paying accounts often dictate roadmap
  • Considered the following tool when evaluating Pendo Feedback for use within their organization:
    • Jira Service Desk

Use Case

The key features and functionalities of Pendo Feedback that the surveyed company uses:

  • Values the following Pendo Feedback features the most when compared against competitive solutions:
    • Seamless integration with their existing Pendo product cloud
    • Ease of reporting
  • The following functions across their organization leverage Pendo Feedback product/data:
    • Product Management
    • Product Marketing
    • Customer Success
    • Customer Support
    • User Experience/Design

Results

The surveyed company achieved the following results with Pendo Feedback:

  • Has been able to achieve the following with Pendo Feedback:
    • Increase customer loyalty
    • Drive revenue through data-driven product development
  • Level of improvement in the following areas after implementing Pendo Feedback:
    • Increased price point of our product: up to 5%
    • Increased engineering productivity: 11-25%
    • Reduction in support tickets/calls and time to resolution: 26-50%
    • Decreased product team time dedicated to analyzing feedback: 26-50%
    • Reduction in churn through product innovation: 5-10%
    • Increased NPS through improved product development transparency: up to 5%
    • Increased team productivity by reducing manual feedback collection and aggregating activities: 26-50%
  • Their Product Management team has saved 5-10 hours/week since implementing Pendo Feedback.
  • Their Customer Success team has saved 10-15 hours/week since implementing Pendo Feedback.

Pendo Case Study

Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo has allowed multiple departments to communicate in-product to our users without the standard time it would normally take to develop the same items ourselves. We’ve reduced support calls by providing in-product help, and the ability to target segments of our user population has helped ensure our announcements and other content are relevant to each user.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • Feature adoption
    • Reducing support tickets
    • A lack of product usage data
    • Needing to save engineering resources
  • Evaluated the following vendor before selecting Pendo:
    • WalkMe

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • Availability of a single platform for insights and guidance
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Engineering/Dev
  • Integrates the following tool with Pendo:
    • Salesforce
  • Rates the following support service as Best in Class:
    • Pendo’s customer support

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced support tickets/calls and time to resolution
    • Accelerated time to value for their customers
    • Improved in-app communication

Pendo Case Study

Medium Enterprise Financial Services Company

Introduction

This case study of a medium enterprise financial services company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We’ve removed the need to involve our development team to introduce new product analytics. All existing and new functionality can now be analyzed.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • Reducing support tickets
    • A lack of product usage data
    • Needing to save engineering resources
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendor before selecting Pendo:
    • Mixpanel

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Availability of a single platform for insights and guidance
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • User Experience/Design
    • Engineering/Dev
  • Rates the following support services as Best in Class:
    • The quick start onboarding with Pendo professional services
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: 26-50%

Pendo Case Study

Enterprise Technology Company

Introduction

This case study of a large enterprise technology company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • Feature adoption
    • A lack of product usage data
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Google Analytics

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • User Experience/Design

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
    • Improved in-app communication
  • Saw a return on their investment in Pendo within 6 – 9 months.
  • Their team has saved 0-5 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased cross-sell and expansion activities: 5-10%
    • Increased usage of product data for internal decision making: 11-25%
    • Increased product/feature adoption: 26-50%
    • Reduced support costs: up to 5%

Pendo Case Study

Khoros

Introduction

This case study of Khoros is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has helped us give teams a voice in the product that typically would not be available. It has also helped us foster collaboration between disparate teams.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • Feature adoption
    • Reducing support tickets
    • A lack of product usage data
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Data Science
    • Engineering/Dev
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success
    • Pendo’s customer communities

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Increased customer advocacy
    • Reduced support tickets/calls and time to resolution
    • Accelerated time to value for their customers
    • Improved in-app communication
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: 11-25%
    • Increased usage of product data for internal decision making: 11-25%
    • Increased product/feature adoption: > 50%
    • Reduced support costs: 26-50%

Pendo Case Study

Restaurant365

Introduction

This case study of Restaurant365 is based on a November 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We have deployed over 600 tool tips in our application and regularly use additional guides to notify customers of upcoming maintenance, events, and outages/issues. The in-app engagements are the driving force behind us purchasing Pendo, the analytics tie it all together. Pendo has allowed Customer Success to communicate with each and every user of our system, and to let them know we’re here and we want to help.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Reducing support tickets
    • Needing to save engineering resources
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Gainsight PX
    • WalkMe
    • AppCues
    • Amplitude
    • Heap
    • Google Analytics
    • UserIQ

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Fully customized (with CSS and JS) guides. No one else had that. The Salesforce push is also essential to our use cases.
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Engineering/Dev
    • Finance
  • Integrates the following tools with Pendo:
    • Salesforce
    • Atlassian

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Increased customer advocacy
    • Reduced support tickets/calls and time to resolution
    • Accelerated time to value for their customers
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased cross-sell and expansion activities: up to 5%
    • Increased engineer productivity/reduced engineering resources: 5-10%
    • Increased usage of product data for internal decision making: 26-50%
    • Increased product/feature adoption: 11-25%
    • Improved customer satisfaction & NPS score: up to 5%
    • Reduced support costs: up to 5%

Pendo Case Study

WP Engine

Introduction

This case study of WP Engine is based on a November 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“The ability to run test and messaging in your application without developer intervention is invaluable. Super easy set-up to track basic analytics as well.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • A lack of product usage data
    • Needing to save engineering resources
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Amplitude
    • Mixpanel

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Data Science
  • Integrates the following tools with Pendo:
    • Salesforce
    • Segment
  • Rates the following support services as Best in Class:
    • Pendo’s professional implementation services
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Increased customer advocacy
    • Reduced support tickets/calls and time to resolution
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased cross-sell and expansion activities: > 50%
    • Increased engineer productivity/reduced engineering resources: 5-10%
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: up to 5%
    • Reduced support costs: up to 5%

Pendo Case Study

Essity

Introduction

This case study of Essity is based on a September 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has allowed us, for the first time as a CS organization, to understand and take action on the behavior of our users in a non-invasive and incredibly efficient way.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Account expansion
    • Reducing support tickets
    • A lack of product usage data
    • Needing to save engineering resources
    • Converting trial users to paid
    • Migrating users from one platform to a new digital platform
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Gainsight PX
    • AppCues
    • Google Analytics
    • Several

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced cost of sale
    • Accelerated time to value for their customers
    • Reduced overhead costs dedicated to onboarding
    • Improved in-app communication
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Their team has saved 0-5 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: 11-25%
    • Reduced support costs: 11-25%

Pendo Case Study

Orlo

Introduction

This case study of Orlo is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has enabled us to understand what’s going on. We are no longer completely in the dark.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Reducing support tickets
    • A lack of product usage data
  • Evaluated the following vendors before selecting Pendo:
    • Amplitude
    • Heap
    • Google Analytics
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

Pendo Case Study

Capium

Introduction

This case study of Capium is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has helped to unlock intelligence across functions and encouraged inter-departmental collaboration. It’s been easier to set and assess shared objectives and helped to quickly diagnose feature usage.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • Converting trial users to paid
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • AppCues
    • Google Analytics
    • Building their own in-house solution
    • Intercom

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • Sales
    • The Executive team
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
  • Their team has saved 0-5 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased cross-sell and expansion activities: up to 5%
    • Increased product/feature adoption: up to 5%
    • Improved customer satisfaction & NPS score: up to 5%

Pendo Case Study

Docebo

Introduction

This case study of Docebo is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Since we have more visibility of the users’ usage of the platform and the possibility to create effective segments about them, we have decreased the cost of the decision making and the time of development of things with more value.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • A lack of product usage data
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Heap
    • Google Analytics
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
    • The Executive team
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: 11-25%
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: 26-50%

Pendo Case Study

Clarivate Analytics

Introduction

This case study of Clarivate Analytics is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We bought Pendo for one reason to implement up to date information to users on product releases. The impact of having the usage detail and the tooltip and resource centre has been a huge bonus to us.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Needing to save engineering resources
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Amplitude

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Data Science
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s professional implementation services
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: 11-25%
    • Increased usage of product data for internal decision making: 5-10%
    • Increased product/feature adoption: up to 5%
    • Reduced support costs: 5-10%

Pendo Case Study

Beamery

Introduction

This case study of Beamery is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We use Pendo to track what our users are doing and why they are on these journeys.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • A lack of product usage data
  • Evaluated the following vendors before selecting Pendo:
    • AppCues
    • Mixpanel
    • Heap
    • Google Analytics

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
    • Data Science
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
  • Saw a return on their investment in Pendo within 6 – 9 months.
  • Their team has saved 0-5 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: 5-10%
    • Increased product/feature adoption: 11-25%

Pendo Case Study

Rail Diary

Introduction

This case study of Rail Diary is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We have noticed the onboarding process has become a lot easier and have found we can show a client the app once and they are happy to start having a play around with it. The in-app guides are a really handy way of helping the users navigate around the app without a member of our team having to step in.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Reducing support tickets
  • Evaluated the following vendors before selecting Pendo:
    • Gainsight PX
    • AppCues
    • Mixpanel
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced support tickets/calls and time to resolution
    • Reduced overhead costs dedicated to onboarding
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Their team has saved 0-5 hours/week since implementing Pendo.

Pendo Case Study

Mudano

Introduction

This case study of Mudano is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo enables us to collect usage data from our application. We can then export data from Pendo and combine together with other usage data to get more powerful insights. That helps us to do data-driven decision making when building and improving our product.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • A lack of product usage data
    • Needing to save engineering resources
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Google Analytics
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Product usage analytics
    • NPS & sentiment analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
    • Data Science
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefit since implementing Pendo:
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: 26-50%

Pendo Case Study

Pi Datametrics

Introduction

This case study of Pi Datametrics is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo is a brilliant tool for product managers. Combing SaaS analytics with on-screen guides has made a big impact in such a short time. We’re starting to feel it in different places, but we have so much planned for Pendo that we can see the benefit will be much larger in a few months’ time once we sort all our content out.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Reducing support tickets
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Mixpanel
    • Google Analytics
    • WhatFix

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Customer Success
    • User Experience/Design
  • Rates the following support services as Best in Class:
    • The quick start onboarding with Pendo professional services
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Increased customer advocacy
    • Reduced support tickets/calls and time to resolution
    • Reduced overhead costs dedicated to onboarding
    • Improved in-app communication
  • Their team has saved 5-10 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: 11-25%
    • Increased product/feature adoption: 11-25%
    • Reduced support costs: up to 5%

Pendo Case Study

Convercent

Introduction

This case study of Convercent is based on an April 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Making an easy to use tool OOTB, we were able to transition the management of Pendo usability to a specified resource rather than ad-hoc. This allows us to further leverage Pendo by someone who is focused on the usability, as well as the data that comes out of Pendo usage.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Key challenges their organization was trying to overcome by implementing Pendo:
    • An inability to tie customer usage and sentiment to overall health score
    • A lack of insight into customer experience post-conversion
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • Improving retention
    • Saving engineering resources
    • Reducing support tickets
  • Evaluated or replaced the following vendor prior to selecting Pendo:
    • Gainsight/Aptrinsic

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Features of Pendo they value the most when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • NPS & Sentiment analytics
    • Data extensibility
  • Functions within their organization that leverage Pendo data and/or platform:
    • Product
    • Customer Success
    • Marketing
    • Engineering/Dev
    • UX/Design
    • Data Science
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Marketing automation tool
    • Customer support platform
    • Knowledge center

Results

The surveyed company achieved the following results with Pendo:

  • Pendo impacted the way that their customers engage with their product:
    • Creating a more efficient onboarding experience
    • Increasing product/feature adoption
    • Creating a clear journey through their software
    • Decreasing time to value with their software
    • Improving customer satisfaction and NPS scores
    • Improving in-app communication
    • Improving new feature functionality and adoption
    • Driving conversions and upsell opportunities
    • Increasing retention
    • Reducing support tickets
  • Improvement realized in the following ways after implementing Pendo:
    • Reduced customer churn: 5-10%
    • Improved onboarding time & effort: 5-10%
    • Increased trial conversion rate: 5-10%
    • Improved internal product data usage: 11-25%
  • Their team has saved 5-10 hours/week since implementing Pendo.

Pendo Case Study

Buildxact

Introduction

This case study of Buildxact is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo provides unprecedented visibility of what our customers are doing from first activation through to conversion.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • A lack of product usage data
    • Converting trial users to paid
  • Evaluated the following vendors before selecting Pendo:
    • AppCues
    • Google Analytics

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
  • Saw a return on their investment in Pendo within 6 – 9 months.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: up to 5%
    • Reduced support costs: up to 5%

Pendo Case Study

Medium Enterprise Computer Software Company

Introduction

This case study of a medium enterprise computer software company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo provided us with an easy solution for analytics and feature usage even in old or legacy products in which we didn’t want to invest too much time or effort.

Apart from that, it helps and simplifies how we introduce new features and allows us to collect feedback from our customers."

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • Reducing support tickets
    • A lack of product usage data
    • Needing to save engineering resources
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Mixpanel

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • User Experience/Design
    • Engineering/Dev
  • Rates the following support service as Best in Class:
    • Pendo’s customer support

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
    • Improved in-app communication
  • Saw a return on their investment in Pendo immediately.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: > 50%
    • Increased usage of product data for internal decision making: 26-50%
    • Increased product/feature adoption: 26-50%

Pendo Case Study

CloudPay

Introduction

This case study of CloudPay is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“In-app messaging and guidance have helped us to somewhat streamline our on-boarding and adoption activity, reducing the amount of hands-on training required by end-users. This has also helped streamline our communications around release content and timings.

From a Product perspective, we now have much more visibility on the usage and behavior of users across our platform, which has empowered the team to be able to bring a measure of metrics and data to back-up their decisions at both a user-forum and stakeholder/executive level."

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • A lack of product usage data
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Google Analytics
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • Availability of a single platform for insights and guidance
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • User Experience/Design
    • Engineering/Dev
    • The Executive team
  • Integrates the following tools with Pendo:
    • Zendesk
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success
    • Pendo’s customer communities

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
    • Improved in-app communication
  • Saw a return on their investment in Pendo within 3 – 6 months.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: 5-10%
    • Increased product/feature adoption: 5-10%
    • Reduced support costs: up to 5%

Pendo Case Study

Large Enterprise Pharmaceuticals Company

Introduction

This case study of a large enterprise pharmaceuticals company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo enables us to look at users’ usage on the system and gives us a better idea about how the system is being used. This insight could open the door to more UX Implementation possibilities. We also use Pendo to track which features are being used and finding the user’s journey.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • A lack of product usage data
    • Needing to save engineering resources
    • Enabling user insight and guidance through digital transformation efforts

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Product usage analytics
    • Availability of a single platform for insights and guidance
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • User Experience/Design
    • Engineering/Dev
    • The Executive team
  • Rates the following support service as Best in Class:
    • Pendo’s customer support

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
  • Saw a return on their investment in Pendo within 9 – 12 months.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: 26-50%

Pendo Case Study

Medium Enterprise Telecommunications Equipment Company

Introduction

This case study of a medium enterprise telecommunications equipment company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo is pretty easy to use and gives a lot of insight. It has increased our ability to make data-driven decisions, and speak directly to our customers.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Account expansion
    • Reducing support tickets
    • Needing to save engineering resources
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Google Analytics
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
    • NPS & sentiment analytics
    • Availability of a single platform for insights and guidance
    • Data extensibility
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Marketing
    • Engineering/Dev
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Increased customer advocacy
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased cross-sell and expansion activities: up to 5%
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: 5-10%
    • Improved customer satisfaction & NPS score: up to 5%
    • Reduced support costs: up to 5%

Pendo Case Study

Medium Enterprise Security Products & Services Company

Introduction

This case study of a medium enterprise security products & services company is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We can see what customers are doing (and not doing) within our product. The data helps us understand which customers are engaged and which are not.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Account expansion
    • A lack of product usage data
    • Migrating users from one platform to a new digital platform

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Product usage analytics
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
    • Engineering/Dev
    • The Executive team
  • Integrates the following tool with Pendo:
    • Salesforce

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Accelerated time to value for their customers
    • Reduced overhead costs dedicated to onboarding
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Saw a return on their investment in Pendo within 3 – 6 months.
  • Their team has saved 5-10 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: 5-10%
    • Increased usage of product data for internal decision making: 11-25%
    • Increased product/feature adoption: 5-10%
    • Reduced support costs: up to 5%



More Research on Pendo