Case Study: PetDesk achieves unified customer feedback and empowers internal teams with Pendo Feedback

How PetDesk used Pendo Feedback to adapt to changing customer needs, build their roadmap, and empower and engage their internal teams

PetDesk, which builds software and a mobile app for veterinary practices, needed to rapidly adapt when COVID-19 changed how clinics communicate with clients. Their existing feedback tool was clunky, underused by customer-facing teams, and left the product team without a clear, organized voice-of-customer process to guide the roadmap.

PetDesk implemented Pendo Feedback as a unified VoC hub, integrating it into Salesforce, Zendesk, and Slack and encouraging customer success and account teams to submit and upvote requests. The change led to a re-released product roadmap, better customer segmentation and targeting using qualitative and quantitative Pendo data, smoother closed-loop communication with customers, and a company-wide shift to a feedback-first, more empowered and transparent culture.

PetDesk

Shona Fenner

Product Manager