As creators of Atlas it has been a challenge to really comprehend how our product is effectively used by our clients. What features are the most used? What functionality is not being used as much as expected? How are users adopting Atlas?
There were many questions we couldn't get reliable data on. That issue is now resolved as from Atlas 4.1 we'll be integrating Pendo as a third-party solution for Atlas. The feature will be enabled by default but if clients want they can opt-out during the pre-sales process.
Pendo is a product analytics platform that helps product teams understand user behavior and improve product adoption (in our case Atlas).
However, it would be a shame to miss out on the huge amount of insight (which is fully anonymized by the way) Pendo provides on how your Atlas environment is used by your users. Giving clients feedback on that data also helps them to take the necessary actions to help their users adopt the product.
- How to request Pendo? How to opt-out?
- How's the process?
- Customer Success Analytics Framework
- How we'll support you?
Do you want to understand how many active users daily, monthly... are using your solution? Do you need to understand if your search function is easily accessible to your staff? Do you want to know how your users are interacting with the functionalities you have enabled?
Pendo is capturing all this for you, in an anonymous way as already mentioned, and we can create a dashboard to report to you specifically for your Atlas environment. We can even optimise the dashboard in such a way it only reports on what you are interested in.
Pendo gives you insights into the adoption, growth, and stickiness of your users using Atlas. With analytics like feature use by visitors, time on site, time to first use, and personalized data reports you will be able to understand how your users engage with their intranet.
How to request Pendo? How to opt-out?
For clients with contracts after March 2023 Pendo will be part of our Atlas delivery and we'll enable it by default. However, clients can decide if they don't want to benefit from these analytics and opt-out accordingly. That can be announced during the sales process or by simply sending an email to firstname.lastname@example.org which will raise a support ticket.
For any existing clients, we'll ask them if they want to opt-in and in that case we'll again just simply raise a support ticket by sending an email to our support desk at email@example.com
How's the process?
First off all, we need to make sure Pendo is enabled (existing clients have to opt-in, new clients can opt-out) and from that moment on analytics get pulled into our Pendo instance.
We think you'll need around 1 month of data before you can start looking into the analytics to ensure enough time has passed to gather a decent baseline of data, as earlier insights will not be insightful or relevant enough to take any meaningful considerations or actions away.
Customer Success Analytics Framework
This Customer Success Analytics Framework describes how we'll try to guide you in using the output you get from the Pendo statistics and improve adoption of your Atlas environment.
Somewhere in the first month of gathering data we'll organise a call with you to understand what it is you want to get out of the Pendo stats. What's our hypothesis? We'll define together what data is important for you to investigate and analyse.
After data has been pulling in for a few weeks, that data will become increasingly valuable and representative of your user base. Now it's time for you to define some groups of users you'll be focusing on to understand their behavior.
We'll also work with you to setup a dashboard which will host some widgets that are relevant to you, which will help establish a baseline.
Define SMART goals
After the dashboard is in place we'll have a chat on what exactly it is that you are trying to improve and we'll help you define some SMART goals.
Specific, Measurable, Attainable, Relevant and Time-bound.
In a last phase we'll really focus on taking action. We'll regularly work with you to understand what the stats are learning us and based on that you'll be able to take the necessary actions and assure your staff uses Atlas as you want them to.
How we'll support you?
A review of the Pendo dashboard will be part of your monthly success call, but we want you to get real value of these analytics so, if necessary, we'll setup a dedicated call to focus on actions you can take to improve Atlas adoption.
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