Our Services

Three ways to work with Balboa — from getting Pendo up and running to keeping it optimized over the long term. Pick what fits your stage, or combine them for end-to-end support.

Implementation

Getting Pendo set up right is the foundation for everything else. We start by understanding your business objectives — retention, expansion, adoption, cost to serve — and work backward to define a tagging strategy and analytics configuration that maps directly to the outcomes you care about.

Every implementation begins with use case discovery: we identify the highest-impact scenarios for your product and users, then build Pendo around those priorities. Whether you're implementing for the first time or re-implementing after a false start, you get a structured approach that connects product data to business results from day one.

What's included

  • Business objectives alignment

    We define the business outcomes you're targeting and map every Pendo configuration decision back to those goals.

  • Use case discovery

    We identify the highest-value use cases for your product and users, prioritized by business impact.

  • Tagging strategy

    We map your product's key pages, features, and workflows to a structured tagging plan that scales as your product evolves.

  • Analytics configuration

    Dashboards, funnels, and segments aligned to your business goals — not generic templates.

  • Team training

    Hands-on training for your CS, product, and ops teams so they're confident using Pendo independently.

  • Data validation

    We verify that data is flowing correctly and reporting accurately before handing off.

Use Case Accelerators

You don't need to build every Pendo workflow from scratch. Our accelerators are pre-built playbooks for the most common and impactful use cases — onboarding flows, feature adoption campaigns, NPS programs, and churn early-warning systems. Each one starts with your business objectives and maps directly to measurable outcomes like retention, expansion, and cost to serve.

Before deploying any accelerator, we run a focused use case discovery to understand your product, users, and the specific business outcomes you need to move. Then we customize and deploy in weeks, not months — with clear success metrics tied to the objectives that matter to your leadership team.

Available accelerators

  • Outcome-mapped use cases

    Every accelerator is tied to a specific business objective — retention, adoption, expansion, or cost reduction — so you can measure what matters.

  • Onboarding flows

    Multi-step in-app guides that walk new users through your product's core workflows, reducing time to value and support tickets.

  • Feature adoption campaigns

    Targeted in-app announcements and tooltips that drive adoption of underused features among the right user segments.

  • NPS programs

    In-app NPS surveys with segmented delivery, automated follow-up workflows, and dashboards that connect sentiment to behavior.

  • Churn early-warning systems

    Usage-based health scoring and alerts that flag at-risk accounts before they disengage, giving your CS team time to act.

  • Customer Success enablement

    Connect Pendo telemetry to CS workflows — arming your team with product usage data for retention conversations, expansion signals, and value reviews.

Managed Services

Not every team has the bandwidth to manage Pendo day to day. Our managed services give you an expert Pendo team on retainer — handling optimization, reporting, guide creation, and continuous improvement without adding headcount. Everything we do is anchored to your business objectives, so every guide, report, and optimization has a clear line to the outcomes your leadership cares about.

We continuously discover and prioritize new use cases as your product and customer base evolve, mapping each one to business outcomes like retention, expansion, adoption, and cost to serve. You stay focused on your customers while we keep Pendo driving measurable results in the background.

What we handle

  • Use case discovery and prioritization

    We continuously identify new Pendo use cases and prioritize them by business impact — retention, expansion, adoption, or cost reduction.

  • Ongoing optimization

    Regular audits of your Pendo instance to identify underperforming guides, stale segments, and new opportunities.

  • Reporting and insights

    Monthly reports that go beyond vanity metrics — tied to adoption, retention, and revenue impact.

  • Guide creation and testing

    We design, build, and A/B test in-app guides based on your team's priorities and user behavior data.

  • Continuous improvement

    Iterative refinement of your Pendo strategy as your product and customer base evolve.

CoE Accelerator

Without shared governance, every team runs Pendo their own way. Standards fragment. Guides go live without review. Nobody owns the data. A Center of Excellence fixes that — and our accelerator stands one up in 45–60 days.

We assess your current state, co-build governance and standards through facilitated workshops, pilot the model with a live app team, and hand off a self-service playbook so you can scale independently. Fixed fee. Deliverable-based scope.

Learn more about the CoE Accelerator →

What's included

  • Governance & operating model

    Charter, RACI, org chart, and communication plan your team owns from day one.

  • Enterprise standards

    Naming conventions, guide approval workflows, metadata standards, and SOPs.

  • Live pilot coaching

    Up to 2 app teams coached through the full CoE process with role-based training and real-time feedback.

  • Scaling playbook

    Self-service resource hub and onboarding playbook for every app team that follows.

Ready to Get More From Pendo?

Whether you need a clean implementation, faster time to value with proven playbooks, or ongoing expert support, we'll build the right engagement for your team.

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