Case Study: Nelnet boosts feature adoption 200% and doubles webinar attendance with Pendo

How Nelnet’s EdTech platform scaled communication and onboarding in a crisis

Nelnet Business Services, the EdTech arm of Nelnet, needed to make school and family-facing software easier to use while reducing support volume and rapidly communicating changes—especially during crises like COVID-19 when timely, visible messaging was critical. The team’s challenge was delivering onboarding, feature discovery, and updates without forcing busy teachers and parents to hunt through external documentation or miss important notices buried in email.

They implemented Pendo Guides and Analytics to deliver contextual in-app guides, a Resource Center, and targeted tours for onboarding and feature rollouts. The results: a 200% increase in adoption of the Payment Summary feature, a doubling of webinar/conference attendance (registrations jumped from 250 to 500 in two days and some webinars hit capacity), fewer support calls, and faster, more effective crisis communications.

Nelnet

Tami Zwick

Front-end Web Developer