How Skydropx reduced their tech spend by 30% and improved customer communications

Black Friday shopping is not limited to the United States. In Mexico, Buen Fin—the country’s Black Friday—is incredibly popular, and at least 60% of Mexicans surveyed said they made a related purchase. As this spending increases year after year, strong backend logistics to support consumer behavior is crucial. 

Skydropx is one of Latin America’s fastest-growing technology companies, specializing in logistics for shipping operations. Its mission is to create a platform that allows businesses to stop worrying about logistics by offering solutions focused on creating, pricing, and tracking shipments.

As a company that (literally) has millions of moving parts, they wanted to gain better insight into user behavior and needs and find faster, more reliable ways to communicate with customers at a moment’s notice. 

Supporting fast-paced communications with guides

During high-volume periods like Buen Fin, Skydopx’s logistics platform needs to communicate operational changes to users immediately in order to keep up with the speed of business. Estefania Olivas, Head of Product Design at Skydropx, wanted to move beyond multiple disconnected communication channels (email, social, WhatsAPP, etc.) to reach their customers more effectively. 

“The open rate of our email marketing campaigns did not achieve the connection we were looking for,” explained Olivas. “In logistics, incidents are common, and we needed to become the true ally our users expected us to be, especially during peak seasons.”

In addition to needing better communication options, Skydropx also wanted to scale up its user experience (UX) research. As the product team began structuring its research plans and evaluating its capabilities, it needed a tool that supported gathering more meaningful user insights at scale rather than anecdotal one-off feedback. A primary part of its goal was to understand and improve onboarding flows for incoming users. 

Skydropx’s initial onboarding tools lacked the design flexibility they needed. Olivas knew a more robust solution was necessary to match their growing product and UX research initiatives.

“Pendo offered greater branding customization capabilities and more detailed product analysis,” Olivas noted. “Since then, it has been a fundamental tool for obtaining valuable information, allowing us to build more efficient products aligned with the needs of our users.”

Powering UX research for better product decisions

Since getting started with Pendo in 2021, Skydropx has expanded its strategy to assist various parts of the company. For example, the product team uses Pendo Analytics to fuel data-driven UX research. By integrating user data from analytics into product design, the team can make decisions based on actual user behavior and conduct more effective research. 

Guides are especially crucial during high-volume times like Buen Fin. During this time, businesses experience a significant increase in sales, which generates a high volume of shipments and affects shipping times. 

Skydropx’s internal teams maintain communication with various parcel carriers to ensure they are informed of any operational changes that can occur. They communicate this information within the platform to users to help them make the most efficient decisions when generating their shipments. 

Olivas is also using guides to speed up feature adoption through a new onboarding process that uses targeted messaging to highlight key functionality, helping users discover and utilize new features. Leveraging Pendo in this way creates a cohesive experience across touchpoints, ensuring accuracy and a better experience for Skydropx’s users. 

Pendo has been a fundamental tool for obtaining valuable information, which has allowed us to build more efficient products aligned with the needs of our users.

Estefania Olivas, Head of Product Design at Skydropx

Connecting with customers while reducing costs

Skydropx’s implementation of Pendo has yielded impressive results:

• 30% reduction in technology investment costs compared to alternative solutions
• 15% decrease in support tickets through proactive in-app guidance
• 70% acceleration in new feature adoption rates

The Pendo platform has become central to their operations as a whole. The NPS module provides monthly insights that drive quality service decisions, while qualitative feedback informs product development. 

“Connecting with users can be complex, but Pendo has been a key ally in achieving it,” said Olivas. “It’s allowed us to conduct quick experiments, strengthen our product design skills, and improve our ability to solve problems more efficiently.”

Looking ahead: Expanding cross-functional collaboration

Skydropx continues to grow, recently acquiring Frenet, one of Brazil’s primary parcel service aggregators. They’re also exploring using Pendo for internal users to support cross-functional training initiatives.

“We are already one of the leading logistics platforms in LATAM — and our ambition is to become the #1.” Olivas explained. “Pendo’s Embedded Guides feature is helping us validate features before development, allowing us to innovate faster and more confidently.”

For Olivas and her team, Pendo has become more than just a tool—it’s a strategic partner in their growth journey.

“As a professional, Pendo has been fundamental in my growth, helping me reduce the gap between user needs and the experience I want to offer them,” she concludes. “The Pendo Success team has trained my team extensively, allowing us to significantly influence the product strategy and transform how Latin American businesses handle logistics.”