Case Study: Copper doubles propensity to buy and reintroduces itself to users with Pendo

How to re-introduce yourself to your users

Copper, a productivity CRM that automates the "busy work" of relationship-building, faced a rebrand and needed to keep customers engaged and converting through the transition. The growth team, led by Jenn Pugh, already used Pendo for onboarding and had proven that users who completed 25% of the walkthrough were twice as likely to purchase—so they needed a way to re-introduce the product quickly without heavy engineering involvement.

They deployed Pendo’s in-app messaging guides to tell the new brand story, meeting a tight deadline while minimizing engineering effort. The launch went smoothly: the team felt supported by Pendo, users received a warm welcome, and the effort reinforced the value of investing in guided onboarding.

Copper

Jennifer Pugh

Director of Product