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Chas Scarantino, Pendo - Lightning talk

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WATCH VIDEO: https://youtu.be/oiAQNim09O0

Chas Scarantino gives a lightning talk on how an Electronic Medical Record company used Pendo to totally redesign their thinking and the product experience.

Presented at The Small Business Web Summit East, New York, November 9, 2015

The trade association of companies selling cloud software to small businesses.

http://www.thesmallbusinessweb.com/summit

Published in: Technology
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Chas Scarantino, Pendo - Lightning talk

  1. 1. Pendo Analytics + In App Messages helps you build better product and create healthy customer experiences.
  2. 2. Select Customers using Pendo
  3. 3. How Pendo Works Install Pendo in minutes Deliver personalized in-app messages Collect ALL user behavior Process raw data Visualize product insights
  4. 4. Why Pendo? Breadth Depth Frequency
  5. 5. What Our Customers Are Saying “Pendo allows me to educate my end users on complex features without bothering my engineering team.” Matt, Product Manager at Sciquest “... specifically used Pendo to target new users, inviting them to and reminding them of their onboarding webinars, [...]. This has increased their webinar attendance by 733%, which in turn lets more customers understand the ins and outs of the product and be more successful in their use of it.” Hillary, Director of Customer Success, FormAssembly “Pendo enables us to understand complex behavior at a feature level to increase customer engagement.” ~ Fabrice Martin, Clarabridge
  6. 6. Case Study Electronic Medical Record: Immunizations vs. MAR 300 Schools 1.2 Million Students K-12 and Colleges 3 Sites 8 Modules 2 Mobile Apps Seasonal Business Nurses / Parents / Students
  7. 7. Most Requested Feature Sales: Why We Win Market Drivers Least Used Module Most Used Module Highest Service Utilization Market Drivers Least Requested Feature Case Study Electronic Medical Record: Immunizations vs. MAR
  8. 8. Case Study Electronic Medical Record: Immunizations vs. MAR Segment Feature Usage Analysis Immunization Funnel Analysis
  9. 9. Case Study Electronic Medical Record: Immunizations vs. MAR MAR ❏ In App Messaging to alert existing users of unused features ❏ In App Onboarding used to train new users on the product ❏ Slight feature readesign Immunization ❏ Complete product redesign ❏ In App Messaging to teach on existing solution Market Impact ❏ Changes communication strategy around Immunizations and MAR ❏ Increased sales in both markets by over 27%
  10. 10. chas@pendo.io | www.pendo.io | @chas_s
  11. 11. Extras
  12. 12. Customer Story: Drive Adoption “Pendo allows me to educate my end users on complex features without bothering my engineering team.” Matt, Product Manager at Sciquest Added in-app guides to educate users about advanced options. Announced new release to drive adoption of new capabilities. Did not need to use engineering resources.
  13. 13. Customer Story: Better Onboarding “... specifically used Pendo to target new users, inviting them to and reminding them of their onboarding webinars, [...]. This has increased their webinar attendance by 733%, which in turn lets more customers understand the ins and outs of the product and be more successful in their use of it.” Hillary, Director of Customer Success, FormAssembly Added in-app guides to on-board new users. Walk-through guides help a customer through complex tasks. Did not use engineering resources and reduced support burden.
  14. 14. Measure the ROI of your development activities Feed data back to your Roadmap to improve prioritization Understand customer adoption to proactively reach out and improve it Data-driven solution: Product Insights
  15. 15. Who is Pendo? Proven team Built by product people for product people Robust Technical Architecture Processing >60M events / day Venture backed with 100+ customers Headquartered in Raleigh, NC
  16. 16. Why Pendo? Capture Everything We grab all user events and enable teams to visualize insights into any aspect of your product. All insights are retroactive to our install date. Rich User/Customer Segmentation View usage by user and/or customer. Integration with tools like Salesforce.com provides insights based on CRM information. Integrated Action Built-in in-application messages enable teams to take action based on insights they learn in real-time. Product Focus Unlike others that are more focused on websites and marketing conversions, we are very focused on rich, complex products.
  17. 17. Personalize your product experience based on user behavior in real-time. Run campaigns within your product to increase and broaden adoption. Experiment quickly to understand levers in increasing product engagement. Data-driven solution: In-app Messages

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