Customer Case Study

Understanding changes to monthly bills can cause customer frustration if it’s not delivered in a quick and easy to understand format that’s relevant to each customer.

To drive digital adoption and cost reduction, Farmers Insurance partnered with SundaySky to deliver video-powered experiences during the billing stages of the customer journey. Each individualized experience provides education on what changed month-over-month, like adding a vehicle which resulted in a premium change, and how the remaining premium is divided into payment installments. Next best actions are also included like paperless billing and auto-pay to eliminate potential future service charges.