At Pendo, we aim to celebrate our customers’ wins on a weekly—or even daily—basis, and each year it culminates with the Pendo Customer Awards. Through these awards, we recognize the impactful work our customers have done with Pendo in the past year, and showcase their stories at Pendomonium and beyond.
In addition to celebrating the individuals and teams driving outcomes for their companies, we also want to provide inspiration for the Pendo community. Whether you just started using Pendo or have been in the product for years, we hope these stories spark new ideas for you and your team.
Below are the sixteen winners and finalists for the 2024 Pendo Customer Awards. Keep an eye out for more detailed customer spotlights in the months to come!
🏆 Customer Experience Award
This award recognizes companies that are using Pendo to engage and delight users, personalize in-app onboarding, and create more immersive product experiences—all in an effort to improve the digital experience they deliver to customers.
Winner: Sage
Sage provides payroll, HR, and finance software that companies trust to run their businesses. To better meet customers’ needs, the company used Pendo to validate whether or not users wanted a specific functionality around billing, and to understand expectations around permissions. Within two days, they had more than 1,000 survey responses from their Pendo In-app Guide that confirmed customers wanted the additional capability.
Two months later, the team delivered the new feature and have also used Pendo to track success. With Pendo, Sage truly embodies the concept of designing alongside the customer and the product team has been able to shift away from strictly a delivery mindset to an outcomes mindset.
Finalist: UserTesting
UserTesting is a platform that connects businesses with real users for feedback on websites, apps, and prototypes.
Knowing that the first 30 days of a customer’s life cycle were crucial for driving long-term adoption, the UserTesting team leveraged Pendo to create a personalized onboarding experience. This had a direct impact on product adoption and value realization: Customers who completed the guided onboarding experience launched tests (a core action in the UserTesting platform) at a 54.4% conversion rate, compared to only 4.5% for those who didn’t engage with the Pendo In-app Guides.
Finalist: Brightly Software
Brightly Software is a leading US-based SaaS provider of asset and maintenance management solutions with over 12,000 clients around the world.
The company used the Pendo Resource Center to build Info Centers that provide users with important—and always-on—information. They analyzed feature usage and NPS data in Pendo to determine which features to highlight in each Info Center’s 5-10 walkthroughs, which were available alongside other key resources. After launching, Brightly used Pendo Dashboards to report on the impact, which included an average 15-point increase in NPS and an average of 41 hours saved per client implementation.
🏆 Product-led Growth Award
This award recognizes companies that are leveraging Pendo to fuel their product-led growth strategies—and driving business outcomes as a result of these efforts.
Winner: CallRail
CallRail is the AI-powered lead intelligence platform that makes it easy for businesses of all sizes to market with confidence.
Earlier this year the product, customer marketing, and sales teams came together with a single goal: Driving trials and upgrades for additional products. They leveraged Pendo to implement a product-led strategy that included In-app Guide targeting and throttling based on usage, A/B testing content and CTAs, and a one-click activation experience.
With Pendo as a primary channel for cross-sells and upsells, CallRail’s back-to-base expansion revenue accounts for approximately 20% of new monthly recurring revenue. The company also increased adoption of their AI-powered transcription solution, with the in-app cross-sell motion driving 60-70% of all trials from existing customers.
Finalist: Procare Solutions
Procare Solutions has been the trusted leader in child care management software for over 30 years. The company is leveraging Pendo to deliver automated, personalized in-app messaging that encourages customers to utilize their additional solutions.
Over the past year, they have seen a significant increase in leads and funnel conversions, with Pendo In-app Guides enabling customers to discover solutions that address their pain points and adopt new features more quickly. In one case, PQLs make up over 90% of overall leads for Digital Curriculum, the first solution being upsold in the product.
Finalist: ECI Software Solutions
ECI is a global software company specializing in industry specific Enterprise Resource Planning and related software solutions for small to medium sized businesses.
The company uses Pendo on multiple products to increase sales and leads, including by building a self-guided demo so users can easily discover the product’s value on their own. This not only helped the sales team close new deals, but also made implementations easier since customers had a better understanding of the system coming into training.
🏆 Power in the Platform Award
This award recognizes companies that are utilizing the full Pendo One platform, combining the power of Analytics, Guides, Session Replay, Listen, NPS, and more to advance their products and businesses.
Winner: Vertiv
Veriv’s portfolio of hardware, software, analytics, and services enables customers’ integral applications to run continuously, work optimally, and scale with business needs.
Vertiv is using Pendo on six of its applications to apply a user-focused mindset and continuously improve the customer experience they deliver. The company is leveraging Analytics, Dashboards, In-app Guides, and Feedback to understand customers and their journey, as well as bring customers into their continuous improvement process.
Two areas where Pendo was particularly valuable include using Guides to simplify complex navigation procedures and providing easy access to navigation options that help users learn more about the company’s AI innovations.
Finalist: Adobe
Adobe is a global leader in digital media and marketing solutions, dedicated to transforming the world through digital experiences.
Adobe’s Adoption and Retention Marketing team leveraged Pendo to create a personalized onboarding and nurture experience, developing users’ habits and deepening their engagement with Marketo Engage’s core features.
They leveraged Analytics, Data Sync, In-app Guides, Segments, and more to enhance their adoption framework and design learning journeys with empathy—ultimately driving impactful user engagement and retention. Since the guides went live in February, 39% of users have interacted with core features within the first 30 days of engagement.
Finalist: Nasdaq
Nasdaq is a technology company that aims to challenge the known, discover the incredible, and create a future that advances economic progress for all.
The company first started using Pendo to monitor usage and feature adoption in their browser platform, and later expanded to their mobile app and additional use cases. Most notably, they developed a Resource Center within the browser and have implemented Guides for marketing communications, upsell opportunities, and important alerts.
Nasdaq continuously develops new Pendo Dashboards to visualize results and they use Pendo Feedback to manage 700+ client enhancement requests, the product roadmap, and release schedules. Following their initial successful Pendo implementation, multiple business units at Nasdaq have also adopted the tool.
🏆 Business Impact Award
This award recognizes companies that utilize Pendo to drive quantifiable business success, whether it be becoming more efficient, growing usage or revenue faster, improving retention, driving innovation, or increasing adoption of new products.
Winner: Cin7
Cin7 began as an inventory management solution, but has grown into a platform that creates a real-time picture of everything a company makes and sells—everywhere they need it.
The company utilized Pendo to revamp its trial experience with the goal of increasing engagement and helping customers reach aha moments faster. In about a month, they had live dashboards monitoring trialists’ health and a fully deployed in-app product-led solution, all powered by Pendo.
After launching this new experience, trialists who completed the in-app tour were 75% more likely to convert to paying customers. Cin7 also saw overall engagement increase by 10% per month, with a projected increase in $450K upon subscription each month.
Finalist: LastPass
LastPass is a password manager that stores and autofills credentials securely and seamlessly across desktop and mobile devices for individual users, families, teams, and businesses.
LastPass started using Pendo to turn users into power users, drive product adoption, and increase overall trial and free conversion rates. They created ongoing in-product nurture streams based on trial point and feature usage, and then added conversion-focused guides to illustrate the benefits of a paid plan. For 2023, LastPass can attribute over $500K in new bookings to Pendo campaigns.
Finalist: Nelnet
Nelnet is a leading student loan servicer that provides payment technology for higher education institutions and K-12 schools.
This year, Nelnet had two beta release campaigns that incorporated Pendo from start to finish. They used Analytics to determine which accounts to include in the beta; built In-app Guides to provide access to documentation, collect feedback, and notify internal users of beta participants; and leveraged Dashboards to understand adoption and sentiment.
In addition to leveraging Pendo to deliver better customer care, Nelnet also ensures internal employees know about changes to the product. This includes custom Resource Center modules with team-specific resources and walkthroughs for complex tasks, as well as internal-only Guides to alert employees of key information when accessing specific customer accounts.
🏆 Employee Experience Award
This award recognizes companies that use Pendo to understand how employees use software, support internal users at scale, and drive the right behaviors in internal applications.
Winner: Ferguson Enterprises
Ferguson is a leading distributor of plumbing supplies and pipe, valves, and fittings, providing products and services across industries including fire and fabrication, HVAC, and waterworks.
Like many businesses, Ferguson is undergoing a digital transformation and rolling out new tools internally. The company has been using Pendo to optimize the transition to Salesforce. After initial success with in-app announcements and walkthroughs, Ferguson is building on their strategy and creating in-app onboarding and training flows for more specific use cases.
Ferguson is already seeing results in the form of reduced IT help desk inquiries, less reliance on email communication, and positive qualitative feedback from associates. Looking ahead, the company plans to leverage Pendo to improve the employee experience and drive successful transformation in other areas of their tech stack.
Finalist: United Airlines
United Airlines is one of the leading global airline companies with over 100,000 employees worldwide and 85 internal applications within their Network Operation Center.
In an effort to modernize and streamline their tech stack, United leveraged Pendo to migrate internal users from a legacy system (Unimatic) to a new platform (Volare) and ensure successful adoption. The company built in-app onboarding in Volare to provide information to employees right when they need it, and then closely tracked usage in order to inform their adoption and messaging strategy.
When the Crowdstrike outage hit earlier this year, United’s legacy systems like Unimatic did not recover as quickly as modern platforms. Pendo proved crucial in reaching internal users in real time, communicating key information, and educating those who were new to Volare. United saw the highest number of Volare visitors in one day—as well as a 160% growth in first-time views and 47% growth in repeat views for their Pendo Resource Center Guides.
🏆 User of the Year Award
The Pendo User of the Year is not only a power user and expert at using Pendo, but also a champion both inside their company and within the Pendo community.
Winner: Eric Miller, Product Manager at Lucet Health
As someone who has used Pendo at (and brought Pendo to) numerous companies, there’s no question that Eric Miller is a power user. In the last year, he has spent 263 days active in Pendo and is equally active in the Pendo Connect Slack channel, where he frequently offers advice and answers questions from fellow Pendo users.
In his current role at Lucet Health, Miller is leveraging Pendo to create customized in-app messaging to support the platform’s additional use cases and ensure members and care navigators complete key workflows successfully.
🏆 Founders’ Award
Each year, our founders recognize one company that is using Pendo to its fullest extent—and achieving the impactful business results they envisioned when they first started the company in 2013.
Winner: Clarivate
Clarivate offers enriched data, insights and analytics, workflow solutions, and expert services in the areas of academia and government, intellectual property, and life sciences and healthcare.
The company first started using Pendo six years ago to announce new releases. Today, Pendo underpins the product development process for 70+ applications—including gathering user feedback, testing and announcing new features, building new user onboarding, and driving ongoing adoption.
Most recently, a primary focus for the business is deprecating old platforms and launching new ones, and Clarivate is using Pendo to bring new products to market faster and guide users through migrations seamlessly. Pendo is also a critical tool for collaboration, with usage spanning Clarivate’s product, customer education, customer care, customer success, and UX teams.
Congratulations again to all of this year’s winners! Keep an eye out for next year’s submission process, which will kick off in spring 2025.
