Case Study: PetDesk achieves improved customer engagement and retention with Pendo

How PetDesk is shifting their engagement strategy to meet customers’ needs

PetDesk, a communication platform for veterinary practices, faced rapidly changing customer needs during COVID-19—vets remained open but workflows shifted and in-app communications spiked 10x. That forced the company to move from “nice to have” to must-have by prioritizing retention and quickly adapting how customers engage with the product.

Using Pendo, PetDesk combined product analytics and Paths to find friction points, deployed targeted in-app messages to reach users at the moment of relevance, and used Retention and Data Explorer to measure returning users and guide-driven feature adoption. The result was a more streamlined user journey, more timely and relevant communications, and clearer insight into retention and feature adoption that enabled faster, data-driven improvements.

PetDesk

Shona Fenner

Product Manager