Case Study: Star Tribune achieves an 18.5% digital save rate with ProsperStack

Star Tribune achieves an 18.5% digital save rate with ProsperStack

The Star Tribune, a leading Minnesota news publisher, faced a challenge when pandemic-driven call center demand revealed the limitations of its call-centric cancellation process. They needed a way to offer subscribers self-service account management outside of call center hours without increasing avoidable churn. To address this, they implemented ProsperStack's cancellation flow software to create a digital retention experience.

Using ProsperStack, the Star Tribune introduced a self-service cancellation flow featuring exit surveys and conditional logic to present relevant offers, turning the process into a high-performing retention channel. The vendor's solution achieved an 18.5% digital save rate, which was 10% better than their call center's performance, while significantly reducing call center volume and operational strain.

Star Tribune