Case Study: Q2 achieves rapid digital transformation and reduced support tickets with Pendo

When going digital is mandatory, Pendo helps Q2 transform financial institutions

Q2, an Austin-based provider of online and mobile banking platforms for community banks and credit unions, faced a sudden surge in digital traffic during the COVID-19 crisis that strained systems, caused outages and drove sharp increases in user confusion and support requests. The company needed a fast way to diagnose the outage, communicate changes to customers and accelerate digital onboarding for users who were new to online banking.

Q2 used Pendo’s analytics to quickly identify that a login surge—double a normal Monday tied to stimulus payments, not a cyberattack—allowing IT to add capacity for the busiest customers. At the same time Q2 deployed Pendo in-app guides and tooltips (no code required) to walk users and institutions through new workflows; a single tooltip about current vs. available balance was viewed 3,000 times and eliminated a top support ticket. The result: faster incident resolution, reduced support volume, improved digital adoption, and plans to expand Pendo Adopt as a white-labeled offering for Q2 customers.

Q2

Michael Vasquez

Product Owner