Case Study: McClatchy improves retention and automates customer outreach with TCN

McClatchy - Customer Case Study

McClatchy, an American media company, required a more effective software system to contact its over 65 million monthly readers with real-time updates. Their existing solution was unfit for delivering the speed and results needed for customer engagement and retention. To solve this challenge, they turned to the cloud-based contact center solution from vendor TCN.

TCN implemented its automated outbound calling platform to handle retention reminders and notifications. This solution provided a lower cost per contact and delivered quality results at the fast pace a publishing company requires. The automation eliminated manual list uploads and simplified reaching audiences across 30 publications. As a result, 78% of calls succeeded in communicating the retention message, and 52% of answered calls led customers to link back to an agent to resolve issues. TCN's support and integration were praised for being seamless and reliable.

McClatchy

Phil Schroder

Head of Retention and Engagement