How I Pendo Customer experience

Taking stock of user behaviors to improve in-app engagement

See how SkuVault expanded from Analytics to the complete Pendo platform to drive data-driven decisions, increase engagement, and reduce support tickets


Entering a period of high growth, the team at SkuVault knew they needed better visibility into how users were leveraging their product—to help improve the client experience and help them realize the full value of their investment.

Pendo'ing it

SkuVault originally purchased Pendo Analytics to get the deep segmentation and behavioral insights they were looking for. But after only a few short months, they decided to expand to Pendo In-app Guides when they realized they could directly leverage the data to build effective in-app engagement and guidance for their clients.


With the Pendo platform, teams across SkuVault are now able to leverage product data to make more informed decisions, and more effectively communicate and drive action with clients inside the product. Using Pendo in this way has also freed up internal resources (while giving clients a better self-service experience), and led to a 43% reduction in training request support tickets.

Diana Nolting

Vice president of product


SkuVault creates warehouse and inventory management solutions for small- and medium-sized ecommerce businesses. Their software helps companies ensure they don't oversell their products, improves inventory management processes and efficiency, and helps teams fulfill orders more accurately.

By the numbers


reduction in training request support tickets

We thought we just needed analytics—but the value is really in the complete Pendo platform and actually being able to use that data to better engage our clients inside our product.

Starting with a solid foundation of product analytics

For a consumer, ordering something from your favorite e-commerce site is as simple as the click of a button. But for the teams managing all of that inventory and fulfilling orders, making the buyer experience seamless—and getting orders out the door on time—takes lots of data and well-orchestrated processes to do well. And it’s all powered by software.

SkuVault is the engine that makes this behind-the-scenes inventory magic possible for small and medium-sized ecommerce businesses across the country. And as their own organization entered a high-growth phase, the SkuVault product team knew they needed improved visibility into how their clients were really leveraging the tool. Diana Nolting, vice president of product at SkuVault, explained, “We didn’t have the visibility we needed into understanding each individual account’s use with our product. So we went looking for a solution that could at first give us visibility—and Pendo Analytics did that.”

Nolting and her team were originally most concerned about gathering data to improve how specific segments of clients were engaging with the SkuVault platform—so they initially only purchased Pendo for its retroactive analytics capabilities. “[Pendo Analytics] told us who was using what, when, and really helped us create cohorts that went well beyond their industry segments,” said Nolting. “No two sellers are the same—they have different use cases and needs. Pendo Analytics gave us that baseline understanding of how to look at different groups of clients in different ways and better understand their needs.”

After just three months of seeing the impact Pendo Analytics had on the product team’s ability to make better data-informed decisions, Nolting decided to expand SkuVault’s Pendo investment into in-app guidance, too. “Once we had the data, it was time for us to take action on it and see how we could communicate with users differently,” she explained.

Reaching users (and the full potential of the platform) with in-app guides

Nolting and her team first leveraged Pendo In-app Guides to reimagine their onboarding process and allow new users to self-serve—because “not everybody wants to sit through one-on-one training.” Nolting also explained that for many warehouse teams, work typically happens outside of what most consider to be “normal” operating hours. “During the workday, [our clients’] stores are open—they’re fulfilling orders and running the warehouse. So their training, optimization, and configuration happens on the weekends, at night, or at two in the morning,” she said. “Now, with Pendo In-app Guides, we can show up for our clients whenever they need us, without needing to have a human resource there with them every step of the way.”

In addition to streamlining onboarding processes, adding in-app guides to the product also delivered another amazing benefit for the SkuVault team: reducing support tickets. “After implementing Pendo In-app Guides and continuing to adopt Pendo across our application, not only were we able to help enable onboarding and make sure everybody could get set up correctly, but we were actually cutting down on support tickets significantly,” explained Nolting. In just six months of using in-app guides to deliver micro-trainings and enablement videos within the product, SkuVault saw a 43% reduction in training request support tickets.

The marriage of Analytics and In-app Guides in the Pendo platform has been an incredible value driver for the SkuVault team in optimizing the experiences they deliver to their clients. Using data from Pendo Analytics, Nolting and her team are now able to build segments, identify usage trends by cohorts, and identify areas of the product where users need additional support. They then use this information to build targeted in-app resources and support through Pendo In-app Guides to help users get back on track and complete their workflows—without them ever needing to leave the app. 

“Pendo allowed us to show up where our clients need us, when they need us, and how they need us,” said Nolting. “We thought we just needed analytics—but the value is really in the complete Pendo platform and actually being able to use that data to better engage our clients inside our product.”

What’s more, although SkuVault’s product team was the original driving force behind the decision to purchase Pendo, departments across the business are now reaping the benefits of the platform. Nolting explained, “We have salespeople logging in to watch their clients who have closed. We have CSMs and onboarding specialists watching client behaviors so they can deliver better coaching. We have product managers making better investment decisions. We have product design and UX now delivering better experiences and training materials in ways we couldn’t before. Everyone is finding different ways to use Pendo—and celebrating their own mini milestones along the way.”

Pro tips

  • Build buy-in for Pendo across the entire business from day one—not just the product team. Include representatives from every department across your company who will benefit from Pendo so they can get exposure to the platform early on.
  • Find milestones to celebrate as you start using Pendo across your organization—particularly cross-functional wins that touch multiple teams or departments
  • Democratize your product data to build trust and encourage teams across the business to challenge their assumptions (e.g. help them see what users are actually doing in the application vs. what internal teams assume most users are doing in the application)