Case Study: ESO achieves faster feedback analysis and smarter roadmapping with Pendo Listen

How ESO finds signal in the noise with AI-powered customer intelligence

ESO, a software company serving emergency medical services and other first responders, struggled to make sense of scattered, unstructured user feedback across 20+ products. The volume of input from emails, Teams, spreadsheets, support cases, and internal teams made it hard for ESO to prioritize requests and act quickly, so the company turned to Pendo Listen for AI-powered customer intelligence.

With Pendo Listen, ESO gathered, analyzed, and validated feedback in one place, used AI summaries to surface themes in minutes, and linked feedback to in-app idea tests and roadmap planning. Pendo helped ESO drastically reduce feedback analysis time from hours to minutes, improve alignment across teams, and make more data-driven decisions that led to better user satisfaction.

ESO

MT McCann

Director of UX