Case Study: Portal (by SupplyStream) improves customer satisfaction and saves 20 hours/month with Pendo Feedback

How Portal Improved Customer Satisfaction by using Pendo Feedback

Portal by SupplyStream helps professional installers and dealers discover products, connect with suppliers, and manage orders from a single platform. The company struggled with an ad-hoc, manual feedback process—tallying votes through support and relying on devs to notify customers—which was inefficient, time-consuming, and caused valuable ideas to be lost.

Portal integrated Pendo Feedback in a few hours, adding a “Feature Request” link so customers could submit, prioritize, and discuss requests directly; the product team now reviews requests in about five minutes a week, sets statuses, and triggers automatic customer notifications. As a result, customer satisfaction rose because users felt heard and product decisions became data-driven, while the team saved roughly 20 hours a month on feedback tasks.

Portal

Kirk Chisholm

Chief Executive Officer