Case Study: Filevine strengthens customer engagement and closes the feedback loop with Pendo Feedback

How Filevine strengthens partnerships with Pendo Feedback

Filevine, a legal-case management platform, needed a better way to capture and act on customer feedback. Feedback had become a “black hole”: submissions weren’t tracked or followed up on, making it hard to prioritize product work, close the loop with users, or connect feedback to actual in-app behavior.

By implementing Pendo Feedback (and Pendo’s analytics and ML tool Simon), Filevine began collecting contextual, in-app feedback, enabling voting/prioritization, automated two-way communications, and usage-linked insights. In six months they sent 1,400+ notifications, held 309 comment threads, condensed ~1,915 requests into eight focus areas, cut feedback processing time, sped product iterations and roadmapping, and improved customer engagement and transparency—without adding headcount.

Filevine

Mary Lyon

Director of Product Feedback