Case Study: Nelnet reduces support call volume and accelerates user adoption with Pendo in-app guides

How Nelnet used Pendo in-app guides to educate users about an important feature name change and prepare them for an upcoming platform overhaul

Nelnet, a technology and education-services company that provides payment and school administration solutions, faced a sudden spike in support calls after renaming a product and reordering its primary navigation. Users who weren’t warned in advance couldn’t find the product they expected, and the company needed a scalable way to educate customers and drive adoption of newer platform versions before an upcoming overhaul.

Nelnet deployed Pendo in-app guides and custom messaging—quickly built without developer time—to point users to the right place, explain the name change, promote webinars with an image slider and CTA, and display a countdown banner before the full rollout. The guides could be auto-dismissed after acknowledgment; the approach significantly reduced operations call volume, improved cross-team processes, and smoothed user adoption for future feature launches.

Nelnet

Liz Feller

In-App Help Administrator