This client, part of one of the largest news networks in the country, publishes over 400 local print and digital news publications that serve communities throughout the United States. As a result of a recent merger with another media network, this client was facing the challenge of creating savings through improved operational efficiencies. Key drivers for this project were to eliminate disparate circulation systems by consolidating their data into one system while also promoting a consistent brand image across communications for all their publications.

The Challenge

Coordinating disparate data streams from hundreds of media properties is a complex project typically requiring significant IT resources. This client, a large-scale media company, needed to centralize their billing across the hundreds of publications they serve. A significant requirement of this project was to reduce costs by allowing customers to switch to billing statement eDelivery, and to incentivize the move to eDelivery by assessing billing fees on paper statements.

The customer communications management solution they chose also needed to enable affinity and marketing capabilities while delivering savings by eliminating the costs of producing printed inserts.

Additionally, this client wanted to consolidate the design and branding of their customer communications, including print, eDelivery and mobile, to display one consistent brand image across every channel for every property.

The DataOceans Solution

The DataOceans platform was able to ingest the data from this client’s multiple media properties and integrate it into one end to end, scalable platform to manage their many properties. Consolidating their circulations systems reduced IT costs and servicing complexity, allowing this client to sunset multiple legacy circulation systems. It reduced the cost and complexity of managing their subscriber billing communications and improved the subscriber billing experience for customers and service staff.

The solution allowed them to offset the costs of printing and mailing by assessing a paper statement delivery fee, which returned additional revenue of over $8M. With the DataOceans solution in place, this client was able to triple the rate of customers on electronic delivery. Replacing print with eDelivery also saved an additional $150,000 yearly in print and postage costs.

Additionally, the DataOceans solution enabled this client to deliver a consistent, branded communication across print, email and mobile to all their customers. It also provided functionality to deliver highly targeted advertising and marketing for additional revenue sources, while removing the need for costly printed inserts.

In addition to reducing call volumes, the implementation deployed DataOceans View360, to give customer service representatives the tools they needed to service customer queries in one integrated customer support platform.