Case Study: Northwoods achieves smooth external driver updates and fewer support tickets with Pendo

How Northwoods used Pendo to help users make necessary updates outside the app for an optimized product experience

Northwoods, a software company serving human services agencies, offers Traverse, a cloud-based document and form management product that includes in-app scanning powered by external device drivers. When Traverse required users to install or update those drivers outside the app, Northwoods faced the risk of confusing users and triggering a surge in support tickets.

To address this, Northwoods used Pendo in-app guides to alert users, explain what to expect, and walk them step-by-step through the external driver update; the guide remained visible in the background so users could follow along while completing the vendor update. The approach prevented a spike in support requests, made the update process smoother than email notifications alone, and kept customers able to use Traverse’s scanning features with minimal disruption.

Northwoods

Josh Wells

Instructional Designer