Case Study: MemberClicks (association management platform) achieves data-driven product improvements and automated onboarding with Pendo

MemberClicks achieved a 70% response rate for in-app Surveys

MemberClicks is an Atlanta-based association management platform serving over 1,600 small associations, where customer service is a core differentiator. The product team, led by VP Duncan McCreery, was making decisions based on hunches and lacked macro-level insight and in-app communication—leading to friction with a basic people search that was heavily used but often failed, plus a largely manual onboarding process that drove support calls.

By deploying Pendo in minutes, MemberClicks used in-app guides, segmentation, path reports and surveys to iterate the search, tailor onboarding, and capture customer feedback. The search redesign earned a 4.6 average rating with a 70% survey response and a 40% drop in feature usage (fewer failed searches); path data revealed 30% of searches led to invoice creation, prompting workflow integration. Onboarding completion rose, support requests fell, NPS tripled, front-end sales grew 49%, and first-year satisfaction reached 97%.

MemberClicks

Duncan McCreery

Vice President of Product