BigChange drives a 33% increase in feature adoption with Pendo

What is the workplace? For some of us, it’s the offices we commute to everyday. For others, it’s our own home. But for businesses across many sectors, the workplace can change from day to day, even hour to hour: It’s the job site where clients need installations, repairs, and countless other services performed. 

As a field service management software provider, BigChange exists to help service-oriented businesses plan, manage, and schedule jobs in the field. Its all-in-one “back office” platform provides booking, invoicing, feedback collection, and a breadth of other customer-relationship management (CRM) solutions to organizations. 

With over 2,000 customers having used its platform to complete over 48 million jobs, BigChange is always working to improve its user experience. But it struggled with a lack of visibility into feature usage. It wanted both an easy way to understand user behavior and to enhance the onboarding and educational experience for its customers, all without placing a heavy burden on engineering. And for that, it turned to Pendo’s all-in-one app experience platform.

Getting rich insights without engineering headaches

“The beauty of Pendo is its ability to shed light on previously obscure data, unlocking a treasure trove of actionable insights,” says Jonathan Isaacs, a product marketing manager at BigChange. Prior to leveraging Pendo, BigChange had Google Analytics in place, but the tool required a degree of technical expertise that only one team member possessed. “Each new feature required a corresponding configuration on the analytics side, a laborious process that diverted developer resources away from our core tasks,” Isaacs explained. 

In contrast, Pendo’s powerful product analytics freed developers from having to manually configure tracking into each new feature. Product managers could directly monitor feature usage and engagement themselves without having to pull in engineering, saving the latter precious time and resources.

“What set Pendo apart was both its simplicity and its power,” said Isaacs of the switch. 

Communicating value to drive adoption

Beyond deep analytics-driven insights, BigChange leveraged Pendo to more easily communicate with and educate its customers. It did so via customized in-app guidance and an always-on Resource Center, which contained its help site, announcements, release notes, and a host of other assets to set customers up for quick wins. This kind of support “significantly improved our customers’ understanding and use of our product, driving their success as well as ours,” Isaacs said. 

One area in which BigChange focused educational and support materials was around underutilized features. Armed with usage data about what features customers weren’t taking advantage of, the team decided to host a webinar on features not to be missed and promote it in-app via Pendo. The result? The team saw a 33% increase in usage across key accounts that viewed the webinar. It showed them that customers are eager to maximize their ROI on the platform, they just needed to be shown how to do so. 

Winning the future by bringing customers joy

As BigChange began leveraging Pendo, they noticed customer satisfaction was increasing. Their Net Promoter Score (NPS) has climbed noticeably since deploying the Resource Center, which BigChange calls its “Success Centre.” This centre gives the team the ability to house release notes, in-app guides, announcements, and other support elements in an always-on, centralised location.

And as it thinks about future ways to leverage Pendo, it’s with an eye towards driving even higher user satisfaction through offerings that spark joy. “We’re exploring the idea of creating ‘milestone memories,’ celebratory moments that recognize users’ engagement with features,” Johnson explained of one such example. “These milestones, underpinned by data from Pendo and deployed within the app, will celebrate the use of specific features and highlight the tangible benefits of using BigChange.” A customer who has just scheduled their one millionth job, for instance, might receive a message saying, “Congratulations on scheduling your one millionth job! In using BigChange, you’ve saved the equivalent paper of [X] number of trees.”

As they hone their product roadmap, the BigChange team knows that it’s only just started harnessing the full power of what Pendo offers. “Our journey with Pendo has just begun, and we’re excited about the future possibilities it opens up for us and our customers.”