Case Study: Kuna reduces churn and improves customer satisfaction by proactively resolving home security video stream failures with Embrace

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Kuna, a smart home security provider, was facing user complaints that its security video stream wouldn’t start. They partnered with Embrace and used Embrace’s IoT/mobile observability capabilities to investigate device-level behavior and surface the root causes.

Embrace enabled QA to identify all first‑party network call errors and timeouts as seen from each mobile device and produce a roster of affected users; Customer Service now proactively reaches out before users complain. As a result, Embrace’s solution lowered churn and improved ratings—translating to more product sales and fewer customer service tickets.

Kuna