Magazine Customer Service Case Study

Time Inc, parent of TIME Magazine and its related publications, wanted to reduce the cost of processing customer service paper mail. Could the Internet help?

Kelly Kubrick (formerly Cook) analyzed phone and mail customer service transaction volumes to identify which transactions were in highest demand. Cook then used the analysis to plan and launch thirteen websites in less than six months.

The results? In year one, the largest Time Inc magazine customer service web sites generated $1.7 million in cost savings and $1.1 million in incremental subscription revenue.

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