How 6 large businesses became data driven with Pendo

Published Apr 12, 2022

You can’t improve what you aren’t measuring. The world’s most successful enterprises are well aware of that fact, and many have started finding ways to put data at the core of all their decision making processes.

One of those ways is Pendo. Pendo’s analytics capabilities allow organizations to capture every user interaction in their platform at a granular level, then act on that data to improve the product experience with segmentation, in-app guidance, and sentiment analysis.

Here are five ways that large businesses are using Pendo to make more data-driven decisions and fuel product adoption, retention, and growth.

Faster reporting, higher adoption at Okta

Having good product data at your disposal is critical for delivering the best possible product experience. Accessing this data has historically required extensive support from engineering, which diverts resources from other important initiatives and leaves product teams at the mercy of drawn-out development cycles.

Okta decided to take another path. They’re using Pendo’s product analytics to power their full-circle analytics strategy. The product team is able to see all the places users drop out of workflows, and the exact paths they’re taking as they navigate the platform. Then, they use that information to inform product planning. 

Segmenting the data by user activity and engagement with the platform helps the team design better onboarding and nudge users toward additional functionality that they would benefit from.

Getting that sort of insight used to take months. Now the team can pull it up on demand, and the retroactive nature of Pendo’s analytics means they don’t need to worry about taking the time or remembering to tag the features or pages they’re interested in examining. It also lets them quickly bring concrete, objective metrics to executive leadership to demonstrate the success of the product decisions they’ve made.

Improving UIs at Global Payments and IHS Markit

So, it’s time to upgrade your platform’s user interface (UI). How can you be sure you’re prioritizing the right features to build or migrate over from the legacy experience? How do you know which features you can cut out altogether?

Global Payments and IHS Markit both used Pendo’s analytics and in-app messaging capabilities to get this job done.

Over at Global Payments, the product team was redesigning their OpenEdge View product. They used Pendo’s usage analytics, Data Explorer tool, and heat mapping capabilities to examine which parts of the homepage were most-used, so they could be made more prominent in the redesign. 

Global Payments used the same approach at the feature level: Pendo showed the team which items from a drop-down menu in their report generation tool were selected the most. They redesigned the menu to set the most popular option in the default position, then order the rest in descending order from most to least used.

IHS Markit used in-app surveys to collect qualitative data about how users felt about the new UI on their iLEVEL platform. Users were given the option to toggle back and forth between the old and new versions, then provide feedback on the experience. The team drew trends out of those responses to inform their design.

The IHS Markit team also used Pendo analytics to gauge which features on the legacy UI were used least, so they could retire them.

Symantec’s proactive cloud migration support strategy

Symantec’s flagship cybersecurity product, Symantec Endpoint Security Complete, rose in popularity to the point that the team managing it decided it was time to offer a cloud-based version in addition to its traditional on-prem offering. But migrating users who have grown comfortable with the original version of an app is always a fraught process.

To make it easier, the Symantec team uses Pendo analytics to predict when a customer is about to undertake a major migration to the cloud. By watching to see when users download the agent package multiple times, their support teams can then proactively reach out to ensure the rollout goes smoothly.

Pendo data has become a vital resource for Symantec in many other ways, too. The team relies on it to identify parts of the product that are seeing low adoption rates, so they can feature those product areas in webinars and training sessions to drive up usage. And, Pendo’s Product Engagement Score provides them with at-a-glance reporting on their product’s overall health.

Removing user friction at Labcorp

Having medical testing done and waiting on the results can be a scary, anxiety-inducing time in anyone’s life. Labcorp wanted to make sure using their Patient Portal app, the place patients go to see those results, wasn’t adding frustration to an already tense time.

Using Pendo, the Labcorp product team was able to examine and understand how users were interacting with the app, so they could uncover any spots where users were running into friction. This process revealed two seemingly small issues that were leading to major headaches for users and an avalanche of support tickets. Armed with those insights, the team worked with engineering to fix the problems, and the support ticket backlog dropped by 99%.

Thomson Reuters takes their users’ pulse

Thomson Reuters wanted to make sure they fully understood user sentiment around a new artificial intelligence and machine learning-powered search engine on their Checkpoint Edge solution. Otherwise, they’d have no way to know whether they were on the right track while working to improve the system.

The Thomson Reuters team used Pendo’s track events feature to collect data on how users were interacting with the search tool at three points: their first input, whether they selected an auto-suggested result from the dropdown suggestion panel, and what their final search ended up being. If users stopped typing in the search bar after beginning a query and selected a suggested search, the team knew the recommendation system was working. If not, it was back to the drawing board.

They also used Pendo’s segmentation and in-app surveying capabilities to collect Net Promoter Score (NPS) data from users who had and hadn’t interacted with the search tool, which gave them insight into whether usage of the tool correlated to improved user sentiment.

Start down the path toward better decision making

Interested in getting started with using product analytics to improve your users’ experience with your software? Check out our e-books, “How to become a data-driven product manager” and “The 10 KPIs every product leader needs to know.”