Delivering Modern Solutions Through TCN

The client

The Post and Courier, established and locally owned since 1803, holds the distinction of being the South’s oldest daily newspaper. They operate as a sophisticated group of publications that continue to deliver news and information to today’s digital audience.

The challenge

Despite its historic legacy, The Post and Courier’s previous communication platform was stuck in the past. The team faced significant hurdles with their former software solution, which lacked essential self-service capabilities and offered virtually no room for customization. 

To keep pace with their evolving business and their mission to put their customers first, they needed a modern, cloud-based solution that could scale with them. Their primary requirements were clear: seamless integration with other systems, increased operational flexibility and, most importantly, a level of customer service that their previous provider simply couldn’t deliver.

The solution

The transition to TCN marked a fundamental shift in how The Post and Courier managed its communications. Unlike the difficult, slow and expensive process of reaching their previous provider, TCN offered immediate accessibility and a collaborative implementation process.

Through weekly calls and thorough testing, TCN’s team built a tailored environment that addressed the publication’s specific needs. Plus, by leveraging TCN’s cloud-based platform, they were able to implement the customizations they needed quickly and cost-effectively, ensuring the software worked for the newspaper rather than the other way around.

The results

• In two months alone, The Post and Courier’s call containment was boosted from 25% to 50%.
• Thanks to the self-service nature of TCN’s Interactive Voice Response (IVR) solution, call volume was drastically reduced, increasing agent efficiency and cutting costs.
• In just nine minutes, TCN completed a customization request that took their previous company nearly three months – allowing The Post and Courier to quickly make improvements and adjust messaging for late deliveries, bad weather or high call volume.

A night and day difference with IVR

The implementation of TCN’s IVR system revolutionized The Post and Courier’s subscriber experience. By offering user-friendly and customized self-service billing options and automated missed-delivery reporting, TCN’s IVR tool significantly boosted customer satisfaction compared to their previous IVR tool. Additionally, this change allowed The Post and Courier to improve their subscriber experience by customizing their offerings and identifying opportunities to direct calls based on the customer’s needs.

Internally, the benefits were just as impactful. The system provided deep visibility into call reasons and integrated easily with circulation systems, reducing the average handle time. But that’s not all – by managing after-hour inquiries and holiday call routing, TCN’s IVR also increased agent satisfaction by eliminating the need for grueling holiday shifts and long hours.