Case Study: Star Tribune reduces call center strain and boosts save rate with ProsperStack

How Star Tribune reduced call center strain and improved their save rate

The Star Tribune, a major Minnesota-based newspaper, faced significant strain on its call center, especially during the pandemic, and struggled to interact with customers seeking to cancel subscriptions outside of business hours. They turned to the vendor ProsperStack to implement a self-service cancellation solution.

By implementing ProsperStack's cancellation flow software, Star Tribune enabled digital self-service cancellation. The solution used exit surveys and conditional logic to present targeted offers, achieving an 18.5% digital save rate, which was 10% better than their call center's performance. ProsperStack's platform significantly reduced call center volume, freeing up staff for other tasks and providing valuable real-time data to quickly optimize their retention efforts.

Star Tribune