Case Study: Shareworks by Morgan Stanley boosts adoption and self-service support with Pendo

Shareworks by Morgan Stanley drives adoption and addresses friction amid the dual pressures of coronavirus and spiking demand

Shareworks by Morgan Stanley, an equity-management platform for employers and employees, faced twin pressures during COVID-19: a surge of new users driven by market volatility and the loss of in-person support and traditional focus groups. The team needed a way to quickly understand where users were getting stuck, keep adoption high, and make product decisions that satisfy regulators and customers alike.

By using Pendo to collect NPS, track in‑app behavior, and deploy contextual guides and tooltips, Shareworks gave users self‑service support, identified low‑adoption features to prioritize, and shared objective usage metrics across sales, customer success, and legal teams. The result was smoother onboarding and higher adoption, faster, data‑driven roadmap decisions, and better alignment between UX and compliance without wasting development resources.

Shareworks

Jon Jensen

Director of Product Focusing on Private Markets