Case Study: Leading Healthcare Experience Analytics Provider maintains user confidence and cuts support tickets with Pendo

How an industry leader in healthcare experience analytics used Pendo to quickly communicate a critical fix to customers following a major release

A leading healthcare experience analytics provider rolled out a production release that unexpectedly caused a subset of users to receive access errors unless they cleared their browser cache. The product team needed to quickly notify only the affected users with clear, actionable instructions—without alarming the entire user base or overloading support.

They used Pendo to tag the trapped error, segment the impacted users, and deploy targeted in-app guides with browser-specific cache-clearing instructions. Of 17,000 users who logged in, 750 saw the guide; the approach cut support calls and tickets, saved time and resources, allowed a fast patch and unpublishing of the guide, and helped maintain customer confidence while empowering internal teams with better analytics.