Case Study: Calabrio (call-center software) reaches 50%+ of target users and drives required account changes with Pendo in-app guides

How Calabrio used Pendo to target, inform, and encourage users to perform a local change following a major product update

Calabrio, a provider of call‑center workforce and analytics software, faced a communications challenge after a technical update required customers to make a local change (switching application logon to email) for migration to a new login service. Email outreach failed to reach many of the right users, forcing time‑consuming manual follow‑ups and risking missed migrations.

Calabrio used Pendo to target the specific users with the permissions to make the change, deploying a lightbox in‑app guide that linked to step‑by‑step resources and reappeared until users acknowledged or acted. Within three weeks the campaign reached more than half of the target audience, generated measurable interest via link tracking, reduced manual outreach, and freed the team to focus on higher‑value work.

Calabrio

Lina Karlsson

Senior Product Content Owner