SiteCompli enables property owners and managers to transform how work gets done at their properties.
SiteCompli needed an efficient way to quickly communicate changes with their customers so they remained compliant with housing regulations.
Pendo Embedded Guides gave SiteCompli a no-code way to quickly update messaging and drive higher engagement with their guides.
In addition to validating product choices, a key guide increased page views by 36% and increased time on page by 51%.
Housing regulations are constantly changing, and with those changes come major operations and compliance headaches. How can property owners, managers, and other stakeholders stay informed about new policies and ensure they’re protected from violations and fines?
That’s where SiteCompli comes in. Its property operations solutions help optimize everything from inspections to maintenance to compliance tracking. As Kristen Hariton, VP of product engagement, explained, “The people that we work with every day are responsible for making sure residents and occupants of a building have a great experience and enjoy their day-to-day lives there. They’ve been without great tech for quite some time. We’re giving them solutions, seeing the category expand, and it’s really exciting.”
Helping customers stay in compliance can be particularly tricky. In New York City, a market for which SiteCompli provides bespoke solutions, an alphabet soup of agencies continually pass regulations that create an ever-changing landscape. This left the company facing a challenge—how could it communicate these compliance updates clearly and quickly to customers without overwhelming its engineering team?
To meet this challenge, SiteCompli turned to Pendo. It had already been using Pendo’s In-App Guides to alert customers to new blogs and videos it published explaining regulatory changes, but with Embedded Guides, it became even more efficient.
“We have a small and mighty engineering team focused on building features and functionality and responding to client feedback,” Hariton said. “They’ve got a lot on their plate.” Before Embedded Guides, when a regulatory rule changed, the team would have to file a dev ticket and get engineering to manually update text on pages.
“The last thing that I want to do is bombard our devs with a ticket that requires them to stop everything they’re doing to address a change the city just made to regulations ASAP,” she said. With Embedded Guides, they could quickly make updates to the right pages directly and do so in a way that appeared site-native, all with no engineering required.
Leveraging Embedded Guides has brought eye-opening results for SiteCompli. After deploying one such guide on a key page, views increased by 36%, and the average time on the page increased by 51% per visitor. Customers were getting the compliance guidance they needed, and it showed. “Now that we have that information on the page, we’re getting far fewer questions about it, and it’s reducing our support tickets,” Hariton noted.
Pendo has also helped SiteCompli validate key product decisions to drive a stronger user experience. One example: During a previous update, SiteCompli decided that its universal search function, which allowed users to search across its products, did not need to be as prevalent, and it moved the search bar behind an extra click.
“Pendo allowed us to actually see the data to support reversing that decision,” explained Ben Tanzer, implementation manager at SiteCompli. “We had the insights to confidently say that we’d seen a drop in engagement with the universal search for a particular subset of clients and that we needed to get it back—it was one of our top three features.”
SiteCompli is using Pendo in additional ways to reduce the engineering burden and improve the user experience even further. Rather than have engineers run manual queries on user behavior, the team is utilizing Track Events to see how effectively users are completing high-value tasks in key products. And as it plans out its product roadmap and streamlines its operations, Pendo remains a key partner. “It’s been great trying to leverage Pendo as much as possible as we continue to explore,” said Hariton.
