Brightly delivers in-product support and improves implementation time per client by 30% with Pendo

Think about all of the establishments you interact with on a daily basis—your child’s school, a doctor’s office, or even your favorite brewery. Each one has a multitude of systems in place to keep them running efficiently. But who runs these systems that power our world? 

Brightly Software specializes in facility operations software and asset management solutions for over 12,000 customers worldwide. Its products help power the systems in our cities, schools, and communities and help those systems stay on top of risk, compliance, and safety measures. 

Many of Brightly’s solutions serve people who work out in the field, and Molly Phillips, Brightly’s client training manager, knows how important access to information is for them. “They’re the boots on the ground people who are putting in work orders, completing them, and updating their equipment and assets,” explained Phillips. 

These individuals need on-the-go access to information—spending hours on the phone or waiting days for email responses means they can’t do their job. When their customers experience barriers to service, this impacts Brightly’s day-to-day operation and bottom line. Phillips noted, “Clients had communicated issues with finding answers to their questions that resulted in either overloading our support team or churning because they felt lost.”

To help clients find their way and set them on a path to success, Phillips envisioned a centralized location for all the answers to their questions. Pendo’s Resource Center was a natural fit for centralizing critical information and making it easily accessible. 

Delivering resources on a silver (in-product) platter

Before using Pendo, there was a lot of variation of available resources within Brightly’s products, making the customer experience confusing for those using more than one. Phillips knew that putting resources directly inside the product would be the best solution for her customers, giving clients consistent  information at their fingertips.

Pendo helps us deliver a better customer experience because it allows us to feel more connected to our clients on a day-to-day basis.  

Molly Phillips, Client Training Manager

However, before using the Pendo Resource Center to create these digital information hubs, Phillips and team leveraged Pendo Analytics to understand exactly what information would be most beneficial to their clients. “Each [Resource] Center is equipped with 5-10 walkthroughs, which we created based on our analysis of feature usage and NPS data in Pendo,” she explained.

With the help of various subject matter experts, Phillips’s team created multiple learning modules that provide access to training, local events, product release notes, their LMS, help site, and support contact information. The team built out the Resource Centers in phases, starting with a few to test viability before building out the rest. For Phillips, it was a seamless process. “Because building in Pendo is so user-friendly, we could essentially rinse and repeat for all products once we had launched one [Resource] Center,” she explained. 

Using Pendo data to curate the right in-app resources

Since the customer experience is always evolving, Phillips knew that their Resource Centers would require continuous review. With Pendo, Phillips and team have clear visibility into what customers look for, interact with, and consume within their Resource Centers.

For example, her team uses Pendo Dashboards to generate reporting on the impact of the content they release. These dashboards help Phillips uncover areas for fine-tuning, for example drop-offs in workflows that signal the need for more robust content.  

“We are able to see how many times customers are looking at the Resource Center versus clicking on contact support,” she explained. The support team also shares the most frequently-asked questions so Phillips’s team can create new In-app Guides to proactively provide answers and help decrease support inquiries. 

Easing the burden on Brightly’s support team

After the initial rollout, Phillips’s team noticed that customers who engaged with the Resource Centers had a 15-point higher NPS score, proving that providing better access to information has a positive impact on customer satisfaction. “It’s right there in the data. If you provide clients with even more than they ask for, they will be much happier,” Phillips noted. 

Brightly also saw a decrease in support cases and saved an impressive 41 hours on average per client implementation—a 30% improvement—after creating the Resources Centers. 

Because this project spanned several teams across the organization, Pendo became a catalyst for building strong internal connections at Brightly. “Using Pendo fostered great relationships with us internally, increased networking, and strengthened our purpose and mission as a company, which is really exciting,” explained Phillips. “We’re helping clients get things done, but we’re also really supporting our internal teams.”