New Forrester study shows the Total Economic Impact of Pendo

Enterprise teams across industries find themselves drowning in underutilized software, poor onboarding and training, and endless IT support tickets. 

The result? Millions in wasted software investments, employees struggling to adopt critical systems and workflows, and slower execution on strategic initiatives. When seeking out a solution, these teams often find themselves at a crossroads. So many software vendors promise the full gamut of remarkable business outcomes, yet they lack the data to back up their claims. 

A study showing the worth of the Pendo platform

Pendo changes the game, and we have the stats to prove it. To put real numbers behind our Software Experience Management (SXM) platform’s impact, we commissioned Forrester Consulting to conduct a 2025 Total Economic Impact™ (TEI) study.

Here’s how it worked: Forrester interviewed six decision-makers from five organizations with experience using Pendo. For the purposes of the study, it aggregated and anonymized the interviewees’ experiences and combined their results into a single composite organization that is a global company worth $30 billion with 35,000 employees.

Now the results are in—and they’re substantial. 

Pendo’s impact, by the numbers

Over the course of three years, this composite organization achieved $3.81 million in benefits with Pendo after an investment of $765,000, with a payback period of less than six months. Those benefits include:

• $1.2 million in product team efficiencies. Using Pendo Analytics, teams have a better understanding of the software platforms and features most used by their employees.
• $1.1 million in savings from more efficient training and onboarding. Pendo In-app Guides drove a 50% increase in the speed of software adoption and onboarding.
• $1.3 million in increased productivity. Companies saved 94,500 employee hours as they made continuous improvements based on user feedback, insights, and analytics.

A Pendo customer in the financial services industry told Forrester, “Pendo has given time back to branch users to focus on what matters most, including increasing net new assets, spending more time talking with clients, and building deeper relationships.”

Slashing support tickets while driving compliance

Teams also reported that Pendo allowed them to automate support like never before. Prior to adopting the platform, the composite business received an average of 200 IT support tickets per year related to applications and features. Pendo not only helped teams slash this support ticket number by 80%, it also lowered the time to resolve the tickets that did come in by 25%. 

Pendo not only made it easier for teams to scale this kind of support, it helped them foster greater compliance as they did so. “Interviewees noted how Pendo’s analytics capabilities allowed their product teams to monitor user behavior, user engagement with compliance resources, and overall compliance adherence,” the study noted. “These insights helped identify areas of improvement, measure compliance effectiveness, and demonstrate compliance efforts to stakeholders.”

Getting more from your software, doing more for your users

The numbers are clear: Pendo helps teams increase productivity and efficiency while cutting support and training costs dramatically. By making software smarter, smoother, and easier to use, it powers business outcomes that take organizations to the next level. 

Ready to learn more about the Total Economic Impact Pendo can make on your org? Get the full study and watch the on demand webinar featuring Pendo CEO Todd Olson.