Case Study: Black Diamond achieves centralized feedback and faster prioritization with Pendo Feedback

How the Black Diamond Wealth Platform uses Pendo Feedback to power a community of product feedback

Black Diamond Wealth Platform, a cloud‑based investment and financial technology solution used by more than 1,400 U.S. wealth firms managing about $1 trillion in assets, struggled to manage product input at scale. With a 32‑person product team and thousands of advisor users plus 20,000 end clients, feedback was tracked in a sprawling spreadsheet from emails, calls, surveys and more, making it difficult to route, group, prioritize, and report back to clients.

By implementing Pendo Feedback, Black Diamond centralized all requests, enabled searching and sorting by theme, client type and revenue, and routed contextual items to the right product owners. The team can now spot overlaps (for example, 400 of 5,000 pieces of feedback) in seconds, provide transparent status to clients, speed prioritization, and sustain real‑time engagement — improving product decisions, service efficiency, and a sense of community around the platform.

Black Diamond

Bjorn Widerstedt

Vice President of Product Management