Case Study: Sawgrass achieves better customer guidance and product launch success with Pendo

Putting product success into print

Sawgrass needed a way to launch and support a new product while helping customers navigate both mobile and desktop experiences, especially when a last-minute issue affected product customization in the mobile app. The team used Pendo to deliver customer education and in-app guidance at the right moment, while also gathering insights to improve the product experience.

With Pendo, Sawgrass deployed an in-app guide that directed users to the desktop app for the best experience, reaching 4,000 people immediately and generating no support chats or tickets. Sawgrass also uses Pendo Analytics, surveys, polls, and tooltips to understand user behavior, answer questions in-context, and guide customers through features in its Printmate app, helping the team iterate faster and reduce support burden.

Sawgrass

Rhonda Gwin

Customer Engagement and Technical Training Manager