Case Study: Scrive achieves higher onboarding completion and lower support volume with Pendo

How Scrive used Pendo guides to redesign their onboarding process and meet the demands of surging user growth

Scrive, a cloud-based agreement lifecycle automation platform, faced a surge in new users during the pandemic that overwhelmed its support team. Its original 11-step onboarding guide was confusing and had only a 5% completion rate, so Scrive turned to Pendo to better understand user behavior and improve self-service onboarding.

Using Pendo data, Scrive identified key “aha” moments, then redesigned and A/B tested shorter, targeted in-app onboarding flows of fewer than seven steps for different user segments. With Pendo, Scrive raised onboarding completion to 45–70%, reduced support ticket volume, increased use of support documentation, and collected 5,000 user feedback responses to keep improving the experience.

Scrive

Gustaf Jungnelius

Senior Manager of Product Operations and Performance