Case Study: Mutual of Enumclaw achieves a 10-point NPS lift and higher engagement with SundaySky SmartVideo

Welcoming and Retaining Policyholders with a Personalized Experience

Mutual of Enumclaw, a customer-first insurer that works through independent agents, sought to strengthen customer service and digital engagement in a price‑driven market. To better welcome new policyholders and reinforce loyalty at renewal, the company partnered with SundaySky to deliver personalized SmartVideo communications that explain policies, highlight value‑added services (mobile app, paperless billing, autopay) and reinforce the agent relationship.

Using personalized videos at onboarding and renewal—tailored by name, agent, policy and billing data—Mutual of Enumclaw saw strong engagement and business impact: 87% of customers viewed their video, 73% watched the full video, and NPS rose by 10 points among viewers. Videos drove action as well, with a 20% in‑video CTA take rate, an 8% lift in online account creation, a 5% lift in logins, and an increase in renewal rate for video viewers to 96% (from an already high 95%).

Mutual of Enumclaw

Jerel Titus

Director of Agile Business Operations