Driving Product Adoption and Value Realization

THE CHALLENGE

Okta is the leading identity and access management software for business. The company faced challenges with customers struggling to implement their security tools—particularly those without a dedicated customer success manager. Busy IT administrators often delayed or ignored onboarding emails, leading to incomplete setup.

THE SOLUTION

A Video-Enabled Product Adoption Strategy 

Okta chose SundaySky to onboard IT admins with personalized video to encourage product adoption actions like account set-up and realize early value of identity security. 

Video templates in SundaySky’s Video Platform enable Okta to efficiently use its internal resources and existing creative assets to rapidly build flexible messages personalized to each customer. Dynamic data elements tailored the video with the right products purchased and necessary steps to take for each customer.

Greater Product Adoption and Improved Customer Health

By integrating video in its self-serve motion for customer onboarding and product adoption, Okta is able to provide customers the relevant, personalized guidance they need to take action and digitally scale the customer success motion without relying on incremental headcount. 

Okta’s video onboarding program has increased email open and video engagement rates. Customer product adoption is on the rise and customer relationships are deepening: customers that engage with videos have healthier account scores, decreased churn, and cost less to serve.