Case Study: Citrix achieves a 60% increase in free trial conversions by personalizing onboarding with Pendo

How the Citrix ShareFile team used paid search data to personalize onboarding for free users, increase engagement, and boost trial conversions

Citrix’s ShareFile lets teams securely access and share files, but the team faced a common onboarding problem: free-trial users sign up for many different reasons, and a one-size-fits-all first experience wasn’t helping them get to the task they came to accomplish. Citrix needed a way to tailor welcome messaging to each user’s intent right after their first login.

Using paid-search data to infer why each user created an account, ShareFile built personalized onboarding flows with Pendo in-app guides that walk new users through the exact workflow they searched for. The targeted messaging boosted engagement and drove a 60% increase in free-trial conversions, and related in-app guides also cut user-management support cases by about 40%.

Citrix

Allison Caldrone

Senior in Product Marketing Manager