Case Study: SugarCRM achieves rapid user feedback and launches dashboard a quarter early with Pendo

How Pendo helped SugarCRM give their users a voice

SugarCRM set out to redesign its dashboarding UI but faced a common product challenge: avoid building features based on assumptions and ensure the new interface delivered the exact data visualizations users needed. The UX team needed rapid, reliable user input to prioritize which dashboard capabilities to build first.

They used Pendo’s in-app guides and surveys to ask users which features mattered most, collecting over 500 responses in 48 hours from thousands of views. That feedback produced a ranked feature roadmap, letting the team ship higher-value functionality a quarter earlier than planned—resulting in an enthusiastic, well-received launch.

SugarCRM

Katherine Spencer

Senior Director of UX Design