How financial services companies can optimize employee onboarding with Pendo


Automated, data-driven in-app support succeeds where one-time training sessions fail.

Driving increased efficiency and productivity is something any business should do. But with complex regulations, complicated products, and ever-evolving technology, things can get very complicated in the world of financial services. The question arises: How can companies in this dynamic field ensure their employees are equipped to handle new business processes and tools?

This starts with optimizing onboarding. Traditional training methods consisting of one-off searches and hard-to-find documentation are no longer useful. The most forward-thinking financial services companies are starting to move away from these outdated and ineffective onboarding tactics, and are turning to on-demand digital support to increase headcount. The most effective way to do this is with Pendo’s AI-powered digital adoption platform.

With comprehensive product analytics and behavioral insights, in-app notifications and content, and feedback management, Pendo gives financial services companies the power to revolutionize onboarding like never before.

See how Pendo can improve employee productivity and compliance.

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From completed training to ongoing support

In the high-stakes world of financial services, a one-time training session is not enough. New employees may attend lengthy calls regarding compliance procedures or proper software usage, but forget important details immediately afterward. When they can’t find session recordings or documentation later, they feel confused and abandoned. This invariably leads to unnecessary support tickets, forcing IT and operations teams to devote valuable time and resources to troubleshooting problems that could have been avoided.

To address this, financial services organizations can leverage Pendo’s in- and cross-app guidance to guide employees through critical processes that will be critical to driving business outcomes, whether it’s opening a new account for a customer, processing a loan application, or hosting a business. other workflows. Pendo supports real-time scenario-based help. For example, if a new employee is using a financial software suite to track investments, Pendo’s in-app support can provide them with instructions on how to create reports without having to remember everything from previous training sessions.

The nature of work in financial services is inherently multifaceted, occurring not only within but also across applications. Think customer relationship management (CRM) systems, local financial analysis tools, and regulatory compliance software can all contribute to a single loan processing workflow. Selecting a digital adoption solution that is built for this multi-application environment is critical. Pendo’s cross-app guidance makes it easy to ensure that help is available wherever employees are in the process. By ensuring the right support is accessible within the context of their workflow, companies can minimize compliance errors and increase productivity.

The right support for the right employee at the right time

To maximize effectiveness, financial services leaders must leverage the power to segment their guidance based on specific employee needs. Pendo’s digital adoption platform allows companies to customize the onboarding process using data such as job role, department, location, or experience level. For example, new account managers and experienced financial advisors need guidance, but at different levels of complexity and depth.

Once implemented, IT & operations, internal product managers, and others can leverage Pendo’s comprehensive analytics to gain AI-powered insights into key behavioral trends—where new hires are struggling, what features they’re using, and where they can benefit of additional support. From there, they can iterate on in-app support based on what they see. This adaptive approach allows companies to continually refine their onboarding strategies, ensuring new hires gain confidence in their roles.

Empower employees to drive business wins

Improving employee onboarding processes in the financial services industry is not just about improving individual performance; it’s about creating systems that improve the efficiency and effectiveness of the organization as a whole. Empowering new employees with the right resources, at the right time, ensures they are not only ready to fulfill their responsibilities but can also thrive in a demanding environment.

By asking, “Are we doing enough to equip our employees for success?”, financial services companies can realize that the ultimate goal is to provide timely, seamless, and relevant support throughout the employee onboarding journey. With Pendo’s AI-powered DAP, organizations can transform the onboarding experience, fostering a culture of continuous learning and adaptation in an ever-evolving financial landscape.


Want to learn more about how Pendo can change the way things work in financial services organizations? Get a special demo here.



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