A Digital Media Case Study
Improving customer experience through TCN
Customer: Lee Enterprises
Industry: Digital media
Company size: 3000+ employees
The client
Lee Enterprises is a leading source of print and digital news in over 50 markets across the U.S. They are currently driving significant digital growth and holding a prominent historical standing, boasting over 120 years of operation and published works by renowned writers like Mark Twain.
The challenge
Lee Enterprises needed to reach its 25 million readers and potential new customers quickly and accurately. As a supplier of nearly 300 specialty publications, Lee Enterprises also valued solutions that offered full customization capabilities, allowing for tailored reader outreach efforts to different outlets. Additionally, to take advantage of its growth, they required detailed analytics to measure reader subscription, retention, satisfaction and other performance indicators.
The solution
Lee Enterprises turned to TCN’s cloud-based contact center software platform to capitalize on its circulation and retention efforts. After switching, they relied on TCN to schedule and implement automated calls addressing first and last days of grace, new start verifications, subscription updates, credit card declines and more. TCN also empowered Lee Enterprises to optimize agent time by including an option to speak to a live representative during automated calls, maximizing outreach while freeing up agent time for those complex calls that required a human touch.
In addition to readership contact, Lee Enterprises also used TCN to pull and analyze daily reports on recipient activity and responses. These figures removed the guesswork from audience targeting, helping them better understand their reader base and make more informed decisions regarding reader engagement and activity.
The results
- Under significant time restraints, TCN helped Lee Enterprises design a custom grace period campaign from scratch in just one week.
- TCN’s extensive automation capabilities seamlessly integrated into Lee Enterprise’s existing operations, driving efficiency, productivity and revenue.
- Lee Enterprise’s unique business needs were met as a result of TCN’s reliable, personalized and responsive customer service.
Boosting customer engagement with customizations
TCN consistently delivers quick, high-quality custom work to help clients build projects to their precise specifications, resulting in perfectly tailored and highly effective campaigns. In fact, the custom grace period campaign was just one of TCN’s many highly successful customizations created for Lee Enterprises. These personalizations resulted in lead and customer engagement going to the next level, improving their accessibility and boosting their bottom line.
Personalizing customer support to elevate success
In a subscription-based industry where active engagement is critical and even minor downtime can cause major drops in engagement, reliable and responsive system support can define success. From installation to ongoing support, TCN goes above and beyond to provide dependable, responsive service that promotes client growth. Plus, not only is the implementation process smooth and timely, but expert TCN representatives get to know each client inside and out, personalizing support and customizations to their unique operations.
“No matter what we’re working on, my representative is attentive and makes sure we get exactly what we need to succeed. They address all our needs in a timely, professional fashion, and everything runs smoothly on a daily basis. One of the biggest values of using TCN is the customer service I have received.”
Lee Enterprises
