A DIGITAL MEDIA CASE STUDY
Cost, Speed and Quality with TCN
Industry: Media
Founded: 1857
Company size: 2,000+ employees
The client
McClatchy, an American media company, has provided society with news since 1857 and has continued growing throughout the years. As a leading media company in 28 U.S. markets, McClatchy connects with communities through print, digital, mobile apps and more. The company found that delivering award-winning content with a dedication to quality journalism, free expression and community service was only possible with state-of-the-art technology.
The challenge
McClatchy needed to reach its over 65 million monthly readers quickly and efficiently. As a media outlet, it was essential to have a software system that allowed them to contact their customers and readers with real-time updates or changes. McClatchy realized that its current solution was unfit and unable to deliver the results they needed.
The solution
McClatchy turned to TCN’s cloud-based contact center solution to improve its engagement and retention efforts. The organization searched for a software solution that could give them the speed, price and quality they needed. TCN easily met these needs and more. McClatchy turned to TCN to schedule and implement retention reminders such as billing, expiring accounts, late delivery notice, new start notifications and activation messaging for all subscription types. Not only did TCN provide services at a lower cost per contact than their previous solution, but TCN also delivered quality results at the fast pace a publishing company requires.
“Integrating TCN into our daily operations was seamless. Customizing and adding campaigns has never been easier. TCN’s wide variety of features makes it possible for us to grow as a company and reach our goals.”
Phil Schroder, Head of Retention and Engagement, McClatchy
The results
The most significant work TCN helps McClatchy with is the automated outbound calling. The ability to send automated calls to customers has shown positive results for McClatchy and strengthened retention efforts.
With TCN, the organization has seen:
- 78% of calls succeed in communicating the retention message to the customer
- 52% of customers who answer the call choose to link back to an agent to resolve the retention issue
Automation and ease
Automating tasks eliminated the need to constantly monitor and manually upload separate lists for each individual publication. Effortlessly sending automated calls to customers made it possible for McClatchy to reach its widespread audiences among its 30 different publications.
In a subscription-based industry where timely communication and retention is critical, a reliable and responsive system was precisely what McClatchy needed. TCN provided the organization with the exceptional price, speed and quality it required.
“Every additional campaign we add to our TCN experience is a direct result of the positive results we’ve accomplished in past campaigns.”
Phil Schroder, McClatchy
