Case Study: Abrigo achieves improved product planning and increased customer retention with Pendo

Abrigo guides product planning, drives retention, and communicates in-app with Pendo

Abrigo provides compliance, credit risk, and lending software to community banks and credit unions that lack the large in‑house development resources of major banks. The company needed a better way to prioritize features, understand real user behavior (not just the loudest voices), and rapidly communicate critical information to the right users—challenges that led to missteps like unwanted product changes and slow, labor‑intensive account health reporting.

By adopting Pendo, Abrigo gained product usage insights, feature tagging, targeted in‑app guides, segmentation, and a centralized Resource Center. That capability let the team identify power users, pinpoint and rescue “red” accounts in real time, tailor messaging to affected users, and collect direct feedback that prevented costly rework. The result: smarter product planning, faster outreach for at‑risk customers, reduced support volume, and more effective in‑app communication during events like COVID‑19.

Abrigo

Chris Boericke

Senior Product Manager