Data Analytics

Client Success Stories

Client Case Studies

Click on each client to view their detailed data analytics implementation journey.

Yoga Alliance — Pendo Implementation for Member Portal Adoption

Client: Yoga Alliance

Platform: Salesforce Experience Cloud (Community Portal)

Partner: NIRA Systems – Certified Pendo Partner

Problem Summary: Yoga Alliance serves 100,000+ Registered Yoga Teachers and Schools across 130+ countries. Despite a feature-rich member portal, engagement was low, support tickets were high, and the team had no visibility into how members used the platform. NIRA implemented Pendo end-to-end to deliver real-time analytics, guided onboarding, and contextual in-app support — without changing the underlying Salesforce codebase.

Business Challenges

Low Feature Discovery: Members contacted support to find credential renewal, CE courses, and partner discounts — all available on-platform.

No Behavioural Visibility: No data on page visits, feature usage, or drop-off points. Decisions were anecdotal.

Inconsistent Onboarding: New members received only a welcome email — many never completed credential activation or CE discovery.

High Support Volume: A significant share of tickets was for tasks fully available on the platform.

Architecture (Before)

Platform: Salesforce Experience Cloud

Onboarding: Email-only welcome sequence

Analytics: No behavioural data layer

Legacy Summary: Members entered the portal without guidance; product teams made decisions from anecdotal support feedback alone.

Architecture (After)

Platform: Salesforce Experience Cloud + Pendo

Segmentation: Salesforce metadata → Pendo audiences (credential type, renewal status, tier)

Modern Summary: Real-time behavioural analytics, guided walkthroughs, contextual tooltips, and in-app NPS — all deployed with zero changes to the Experience Cloud codebase.

Key Features Implemented

Pendo Agent Installation & Tagging

Deployed across all authenticated portal pages; every key member action tagged — credential renewal, CE browsing, forum participation, discount activation, and profile management.

In-App Guides

Four guide types deployed with zero engineering changes to the Salesforce codebase — a 5-step onboarding walkthrough, contextual credential workflow tooltips, targeted announcement banners for time-sensitive updates, and in-app NPS & CSAT micro-surveys triggered at key member lifecycle moments.

Analytics Dashboard & In-App Feedback

Daily active users, session depth, feature adoption funnels, drop-off analysis, and cohort comparisons between new and renewing members.

Salesforce-Native Segmentation

Pendo segments driven by live Salesforce data (credential type, renewal date, membership status) — no external pipelines or manual list management required.

Technical Differentiators

• Zero-Engineering Guide Delivery: All walkthroughs, tooltips, and announcements authored entirely in Pendo — no changes to the Salesforce Experience Cloud codebase.
• Salesforce-Native Segmentation Without Custom Middleware: Live Salesforce member data powers Pendo segments directly, ensuring real-time accuracy.
• Behavioural Analytics Layer on Experience Cloud: Page-level and feature-level data that Salesforce's native reporting does not surface.
• Agile Phased Rollout: Deployed to new members first, validated, then expanded to the full 100,000+ membership base.
• Continuous Improvement via Managed Services: Monthly analytics reviews, guide optimisation, and dedicated Solutions Success Manager.

Delivery Team

Pendo Implementation Lead Salesforce Integration Specialist UX & Guide Design Lead QA Analyst Solutions Success Manager

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