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Rent-A-Center

Retail

Rent-A-Center, the nation’s largest rent-to-own operator, chose SundaySky to improve the customer rental experience and agreement process through personalized video, aiming to boost its web NPS and overall customer retention. By transitioning multiple pages of rental agreement documents into easy-to-digest, 2.5-minute ultra-personalized videos for each customer. Using SundaySky’s SaaS Video Platform, Rent-A-Center was able to create, personalize, update and distribute videos in less than a three-month time frame, including a national launch after a successful 2-week proof of concept pilot. 

Above is a clip from a personalized video example, followed by the same clip showing the data placeholders for video personalization. 

“We’re very aware of the fact that video has exploded, customer attention spans are dwindling and their experience with the brand is everything,” said Sarah Philips, VP of Marketing at Rent-A-Center. “Since the pandemic, we’ve significantly grown our online presence and needed a digital component to engage, inform and improve the customer experience. With SundaySky, we executed on that need in rapid time and without the need of traditional video production methods. In turn, our NPS is showing early signs of improvement for online customers. Another important KPI is first payment non-renewal, which should improve now that we’ve found a medium and platform to better explain the transaction. What’s more, we’re coming up with even more ways to use video in the customer journey.”