Case Study: NAVEX Global cuts an entire month of support calls and saves 50 person-hours every six weeks with Pendo

How NAVEX Global reduced an entire month of support calls within minutes

NAVEX Global, a risk-and-compliance SaaS provider serving more than 14,000 customers and over 500,000 monthly active users, relied on email to announce product releases and outages. Only a tiny fraction of users opened those emails, so support tickets spiked during updates and planned outages — creating friction for customers and extra work for the product and support teams.

NAVEX implemented Pendo in-app guides to deliver targeted release notes and outage/breakfix communications. The first guide reached about 70% of users (24,000 people) in 24 hours versus fewer than 300 reached weekly by email; the approach was rolled out across four product lines, saving roughly 50 person-hours every six weeks, deflecting more than 1,000 support tickets in six months, and reclaiming several hundred person-hours per year.

NAVEX

Shelly La Rock

Director of Product Operations