Case Study: News International achieves faster, more responsive customer service and greater agility with Salesforce

News International delivers with Salesforce

News International, publisher of The Times and The Sunday Times, needed to modernize a 200+ year heritage business to meet changing consumer behavior and the rise of digital and mobile channels. The company faced the challenge of engaging readers across traditional and social channels while maintaining fast, effective customer service and preserving its leadership in journalism and entertainment.

News International implemented Salesforce to manage customer interactions, automatically convert reader inquiries into routed cases, and give agents full subscription and contact histories for faster follow-up. The company also uses Chatter and Salesforce-built apps to connect teams and onboard hires, boosting collaboration, agility, and innovation — delivering faster, more responsive service and measurable business results.

News International

Paul Cheesbrough

CIO