Case Study: LabCorp achieves 99% reduction in ticket backlog and smoother patient onboarding with Pendo

LabCorp uses Pendo to identify onboarding friction and reduce ticket backlog by 99%

LabCorp, a leading global life sciences company that handles over 120 million patient encounters a year, needed to ensure a personal, low-friction digital experience for patients accessing test results. The product team faced a large onboarding problem: subtle issues in the patient portal were causing many users to abandon registration and generating a high volume of support tickets and backlog.

Using Pendo to analyze user paths, the team identified two small but impactful issues—a name-field error triggered by an extra space and a slow third-party authentication tool—and prioritized fixes with engineering and the partner. After addressing both problems, successful registrations rose and friction-related tickets fell from several thousand to about 100 over a few months, cutting the backlog by 99% and markedly improving the patient experience.

LabCorp

Bob Zurek

VP of Product Management