Case Study: WorkWave achieves faster search journeys and 1,500 in‑app survey responses with Pendo

How Workwave backs feature decisions with data

Workwave, an IFS company, needed a clearer view of how customers used its field service software—especially behavior on high‑traffic pages and the search flow. Led by CPO Mike Profit, the product team discovered through analytics that users were taking far too many steps to reach intended pages when using search.

Using Pendo, Workwave pinpointed the issue and redesigned the search bar with predictive results, cutting average clicks from seven to two. They also deployed Pendo’s in‑app messaging, guides, and NPS: moving surveys in‑app raised responses from about 120 to 1,500 in 24 hours, enabling targeted campaigns to promoters and detractors and better, data‑driven prioritization.

WorkWave

Mike Profit

Vice President Product Management