Case Study: Frankfurter Allgemeine Zeitung achieves digital transformation and customer data unification with Persistent Systems and Salesforce

Digitally Transforming media powerhouse Frankfurter Allgemeine Zeitung

Frankfurter Allgemeine Zeitung (FAZ) needed to modernize its media business in the digital age, improve monetization, and reduce operational complexity across a fragmented system landscape. Persistent Systems helped FAZ address challenges including scattered customer data, manual subscription handling, inefficient service processes, and limited access to subscriber insights, using Salesforce products across Marketing, Sales, Service, and e-commerce.

Persistent Systems implemented a highly integrated Salesforce-based solution with a single customer view, Service Console capabilities, streamlined product and sales processes, and automated marketing tied to Sales/Service Cloud, Commerce Cloud, and Adobe Analytics. The results included lower digital agency costs, improved email open and click rates, stronger ad campaign performance, launch of a new digital product MVP, creation of 30,000 digital subscribers, real-time subscription reporting, and full resolution of a 50,000-case service backlog.

Frankfurter Allgemeine Zeitung