Case Study: Verizon Communications reduces churn and care costs with SundaySky's SmartVideo Welcome & Onboarding

Verizon Communications - Customer Case Study

SundaySky partnered with Verizon FiOS to improve residential onboarding by welcoming and educating new customers about their services and upcoming installations. The challenge was to reduce churn and related care costs while creating a stronger, more consistent customer experience and reinforcing the Verizon brand during the critical purchase-to-installation window.

Using the SundaySky SmartVideo Platform, Verizon delivered multitouch personalized videos that address customers by name, confirm service package details and installation type/time, and are sent within one day of purchase and one day of installation via email and the customer portal. The program reduced churn and care costs while boosting customer experience and brand impact.

Verizon Communications