Case Study: Healthicity replaces 100‑page user manual and boosts engagement 12x with Pendo

Healthicity replaces 100-page user manual with Pendo in-app guidance

Healthicity provides a compliance, training, and reporting platform for hospital and medical-practice back-office teams, but its users are busy, risk‑averse professionals who didn’t have time to learn a new system from a 100‑page manual or a patchwork of onboarding videos. Manual updates and email blasts were hard to scale and often went unread, making it difficult to drive adoption, support users, and communicate releases.

Healthicity replaced videos and the long manual with Pendo in‑app Guides, a Resource Center, Zendesk integration, and Pendo Feedback (tied to Salesforce). The change cut communication time from days to hours, replaced the 100‑page manual, and drove much higher engagement: guides perform ~12x better than email, the Resource Center has 48K views, one guide had 18K views with 3K article opens, and a compatibility guide saw a 69% open rate. Feedback linked to ARR also helped prioritize high‑value feature requests.

Healthicity

Stephanie Hanson

Vice President of Product and Development