{"id":231993,"date":"2024-08-27T03:06:28","date_gmt":"2024-08-27T03:06:28","guid":{"rendered":"https:\/\/userpilot.com\/blog\/cledara-case-study\/"},"modified":"2026-03-20T14:14:18","modified_gmt":"2026-03-20T14:14:18","slug":"cledara-case-study","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/cledara-case-study\/","title":{"rendered":"How Cledara Increased Customer Engagement in Just 1 Week With Userpilot"},"content":{"rendered":"<p><a href=\"https:\/\/www.cledara.com\/\">Cledara<\/a> is a SaaS management platform designed to help businesses manage and optimize their tool stack usage. You import your software subscriptions and can monitor all your spending, approve purchases, automate renewals, and control access from one place.<\/p>\n<p>Cledara needed an <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding tool<\/a> that would support its growing customer base and after considering other tools, they chose <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/p>\n<p>We caught up with Gerard Masnou, Cledara\u2019s Head of Support and Operations, to learn about his experience with our platform.<\/p>\n<h2 id=\"v9v4\">TL;DR<\/h2>\n<ul>\n<li><strong>Challenge<\/strong>: Cledara&#8217;s <a href=\"https:\/\/userpilot.com\/blog\/high-touch-vs-low-touch\/\" target=\"_blank\" rel=\"noopener noreferrer\">high-touch<\/a> onboarding wasn\u2019t scalable so they needed a way to deliver it in-app. Their internal tool&#8217;s limited segmentation meant they had to rely on ineffective email communications, which prompted the search for a 3rd-party solution.<\/li>\n<li><strong>Solution<\/strong>: Cledara tested <a href=\"https:\/\/userpilot.com\/blog\/intercom-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom <\/a>but found it lacking in <a href=\"https:\/\/userpilot.com\/blog\/what-is-product-marketing\/\">product marketing focus<\/a>. Instead, they chose Userpilot. They use it for<a href=\"https:\/\/userpilot.com\/blog\/new-feature-announcement-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"> feature announcements<\/a>, in-app communication flows, and NPS surveys.<\/li>\n<li><strong>Results<\/strong>: Userpilot <a href=\"https:\/\/userpilot.com\/blog\/increase-app-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">improved customer engagement<\/a> in just a week, with in-app messages significantly outperforming email. It provided better control over user experience and increased user engagement with NPS surveys.<\/li>\n<\/ul>\n<h2 id=\"67i2t\">Challenge: Scaling customer onboarding and communication<\/h2>\n<p>Originally, Cledara offered a very<a href=\"https:\/\/userpilot.com\/blog\/high-touch-vs-low-touch\/\" target=\"_blank\" rel=\"noopener noreferrer\"> high-touch <\/a>onboarding and support to their new customers. It relied on customer success managers reaching out to customers and delivering<a href=\"https:\/\/userpilot.com\/blog\/product-demos\/\" target=\"_blank\" rel=\"noopener noreferrer\"> live demos<\/a>.<\/p>\n<p>There\u2019s nothing wrong with that, but such an approach is very resource-heavy and difficult to scale. There\u2019s always a limit to how many <a href=\"https:\/\/userpilot.com\/blog\/customer-success-roles\/\" target=\"_blank\" rel=\"noopener noreferrer\">CS managers<\/a> you can hire.<\/p>\n<blockquote><p><em>We know that was not scalable and we wanted to have a way to communicate certain things within the app without having to send emails.<br \/>\n&#8211; <\/em>Gerard Masnou, Head of Support and Operations at Cledara<\/p><\/blockquote>\n<p>To address this issue, Cledara needed a tool that would enable them to <a href=\"https:\/\/userpilot.com\/blog\/in-app-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">communicate with customers in-app<\/a>.<\/p>\n<p>They built an internal tool but the segmentation feature was lacking. They could only <a href=\"https:\/\/userpilot.com\/blog\/product-user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">segment users <\/a>based on geographical factors, which greatly reduced their ability to target customers with personalized messages.<\/p>\n<p>The consequence? They had to resort to email as a communication medium, which didn\u2019t offer a great<a href=\"https:\/\/userpilot.com\/blog\/improve-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"> user experience<\/a> and worse, had limited effectiveness as people simply ignored their emails.<\/p>\n<p>That\u2019s why they started looking for a 3rd party solution.<\/p>\n<h2 id=\"7ptle\">Solution: Implementing Userpilot for targeted in-app communication<\/h2>\n<p>Userpilot wasn\u2019t the first tool that Cledara considered.<\/p>\n<p>Initially, they tested <a href=\"https:\/\/userpilot.com\/blog\/intercom-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom <\/a>but came across a bunch of issues.<\/p>\n<p>The first one was functionality duplication. Cledara uses <a href=\"https:\/\/userpilot.com\/blog\/zendesk-integrations\/\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk <\/a>for customer support which meant they wouldn\u2019t need many of the Intercom\u2019s features.<\/p>\n<p>This wasn\u2019t the main one.<\/p>\n<p>Intercom doesn\u2019t focus on <a href=\"https:\/\/userpilot.com\/blog\/content-marketing-vs-product-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">product marketing<\/a>. Moreover, it\u2019s a large company and Cledara thought they might not be as responsive to their feedback and requests as they\u2019d like them to.<\/p>\n<blockquote><p><em>It&#8217;s a very big company. I tend to think that a product from a company that is a bit smaller will fit our use case or will be more responsive to our use cases.<br \/>\n&#8211; <\/em>Gerard Masnou, Head of Support and Operations at Cledara<\/p><\/blockquote>\n<p>Cledara then invested in Userpilot and used it mainly for <a href=\"https:\/\/userpilot.com\/blog\/new-feature-announcements\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature announcements<\/a>.<\/p>\n<p>The purpose of these announcements is to give users a heads-up about what\u2019s coming up and to register their interest so that they can connect them with their customer success manager who helps them implement it.<\/p>\n<p>They also use <a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\">flows <\/a>for in-app communication. For example, they have flows advising users about upcoming due diligence reviews and how to prepare for them, and informing them about unpaid fees that need settling.<\/p>\n<p>Finally, Cledara uses Userpilot to send <a href=\"https:\/\/userpilot.com\/blog\/when-to-send-nps-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a>. Originally, they used an email-based solution, Simplesat, but <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys <\/a>offer a better user experience.<\/p>\n<h2 id=\"d08eb\">Results: Increased customer engagement in just a week<\/h2>\n<p>Userpilot implementation has<a href=\"https:\/\/userpilot.com\/blog\/increase-measure-product-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\"> improved customer engagement<\/a> in just 1 week. Customers respond better to announcements delivered via <a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages <\/a>than emails.<\/p>\n<blockquote><p><em>Within a week, we were able to register several dozen companies already saying they\u2019re interested in the new feature. With email, you\u2019d get the same number of responses within two months.<br \/>\n&#8211; <\/em>Gerard Masnou, Head of Support and Operations at Cledara<\/p><\/blockquote>\n<p>What\u2019s more, Userpilot has given their teams better control over the <a href=\"https:\/\/userpilot.com\/blog\/positive-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">user experience<\/a>. They can now fully customize their messages with our visual editor.<\/p>\n<blockquote><p><em>With Userpilot, the advantage we had was that we get to control more of the experience and control more of how we display it (in-app messages) with plenty more formatting options.<br \/>\n&#8211; <\/em>Gerard Masnou, Head of Support and Operations at Cledara<\/p><\/blockquote>\n<p>Finally, user engagement with <a href=\"https:\/\/userpilot.com\/blog\/types-of-nps-surveys\/\">NPS surveys has<\/a> increased. <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app surveys<\/a> reach the actual users, not the account managers. This improves the feedback validity and <a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-survey-response-rates\/\" target=\"_blank\" rel=\"noopener noreferrer\">boosts response rates<\/a>.<\/p>\n<blockquote><p><em>It&#8217;s still the same NPS, but the context of how it&#8217;s measured and when it&#8217;s measured is very different to when we send out an email saying, how would you rate Cledara? So far, the experience is very nice.<br \/>\n&#8211; <\/em>Gerard Masnou, Head of Support and Operations at Cledara<\/p><\/blockquote>\n<h2 id=\"cl355\">How Userpilot can enhance in-app communication in your company?<\/h2>\n<p>Let\u2019s finish by looking at the key <a href=\"https:\/\/userpilot.com\/blog\/userpilot-features\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot capabilities<\/a> that companies like Cledara leverage to improve in-app communication:<\/p>\n<ul>\n<li>Userpilot offers 6 <a href=\"https:\/\/userpilot.com\/blog\/onboarding-ux-patterns\/\" target=\"_blank\" rel=\"noopener noreferrer\">UI patterns<\/a> and flows <a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging\/\">for in-app messaging<\/a>: tooltips, modals, slideouts, driven actions, banners, and hotspots. You can use them individually or in sequences like <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs<\/a>.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/ui-patterns-cledara-case-study_aca1e0054004c633672b7ae17d28ca57_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ui-patterns-cledara-case-study_aca1e0054004c633672b7ae17d28ca57_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/ui-patterns-cledara-case-study_aca1e0054004c633672b7ae17d28ca57_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ui-patterns-cledara-case-study_aca1e0054004c633672b7ae17d28ca57_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/ui-patterns-cledara-case-study_aca1e0054004c633672b7ae17d28ca57_800.png\" alt=\"UI pattern builder\" \/><\/picture><figcaption>UI pattern builder.<\/figcaption><\/figure>\n<ul>\n<li>Creating the <a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging-best-practices-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages <\/a>requires no coding, and the WYSIWYG editor allows you to fully customize for a native-like look. Best part? You don\u2019t have to create them from scratch, thanks to the template library.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/pattern-library-cledara-case-study_9bb46f655c893b04aec9fca601600c22_800.png 1x, https:\/\/images.storychief.com\/account_6827\/pattern-library-cledara-case-study_9bb46f655c893b04aec9fca601600c22_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/pattern-library-cledara-case-study_9bb46f655c893b04aec9fca601600c22_800.png 1x, https:\/\/images.storychief.com\/account_6827\/pattern-library-cledara-case-study_9bb46f655c893b04aec9fca601600c22_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/pattern-library-cledara-case-study_9bb46f655c893b04aec9fca601600c22_800.png\" alt=\"UI pattern template library\" \/><\/picture><figcaption>Modal template library.<\/figcaption><\/figure>\n<ul>\n<li>Once the flow is ready, you can trigger it when a user visits a specific page, completes an event, or manually (programmatically or from other Userpilot content). And target predefined user segments or cohorts meeting specific conditions. For instance, you could send a message to follow up on a particular survey response.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/flow-triggering-conditions-cledara-case-study_ca1999e06100383e2887df05d60157cf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/flow-triggering-conditions-cledara-case-study_ca1999e06100383e2887df05d60157cf_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/flow-triggering-conditions-cledara-case-study_ca1999e06100383e2887df05d60157cf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/flow-triggering-conditions-cledara-case-study_ca1999e06100383e2887df05d60157cf_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/flow-triggering-conditions-cledara-case-study_ca1999e06100383e2887df05d60157cf_800.png\" alt=\"Userpilot\u2019s triggering settings\" \/><\/picture><figcaption>Triggering settings.<\/figcaption><\/figure>\n<ul>\n<li>Userpilot supports AI-powered <a href=\"https:\/\/userpilot.com\/blog\/software-localization-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">localization, <\/a>so you can translate your in-app messages into multiple languages automatically to make them more inclusive and boost engagement from customers around the globe.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/localization-cledara-case-study_b88ed0bc090e2244bbabf95a52e38ff4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/localization-cledara-case-study_b88ed0bc090e2244bbabf95a52e38ff4_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/localization-cledara-case-study_b88ed0bc090e2244bbabf95a52e38ff4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/localization-cledara-case-study_b88ed0bc090e2244bbabf95a52e38ff4_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/localization-cledara-case-study_b88ed0bc090e2244bbabf95a52e38ff4_800.png\" alt=\"Cledara: Userpilot supports AI-powered localization\" \/><\/picture><figcaption>AI-powered localization.<\/figcaption><\/figure>\n<h2 id=\"6tqgq\">Conclusion<\/h2>\n<p>Cledara has implemented Userpilot to increase customer engagement, improve in-app communication with their growing customer base, and enhance the user experience. And it turned out to be a great success.<\/p>\n<p>If you\u2019d like to see how Userpilot can help your SaaS company, <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">book the demo!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cledara is a SaaS management platform designed to help businesses manage and optimize their tool stack usage. Cledara needed an onboarding tool that would support its growing customer base and after considering other tools, they chose Userpilot.<\/p>\n","protected":false},"author":56,"featured_media":241027,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[107],"tags":[1073,332,306,307,5784,316,51],"class_list":["post-231993","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","tag-customer-communication","tag-customer-engagement","tag-customer-onboarding","tag-in-app-communication","tag-onboarding-tool","tag-user-engagement","tag-user-onboarding-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Cledara Streamlined In-App Communication and 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