Project Website, CRM and subscription managementSector Media & Entertainment
Context
Every new subscriber was entered several times: once for access, once for billing, once for the newsletter. The three systems did not know each other, and a cancellation in one left access open in another. A subscriber pausing their direct debit lost their seniority, and a plan change meant cancelling then resubscribing. The newsroom, meant to produce, spent a growing share of its time tagging articles for the paywall and correcting discrepancies no one had caused.
Challenge
Unifying the subscriber without interrupting publication: a newspaper does not suspend its edition for a migration, and a subscriber mid-debit cannot lose access during the switch. Decoupled CMS architectures add their own difficulty — serving personalised content from cached pages.
Objectives
- Rebuild the site on a decoupled CMS architecture, around reading and reserved access.
- Connect the CRM to subscription management and payments.
- Make a subscriber a single entry, valid across all channels.
- Allow pause, resumption and plan change without loss of seniority.
- Return to the newsroom the time it spent administering the paywall.
A subscriber is entered once for all channels, and the newsroom publishes without administering. A pause retains seniority and acquired rights, and a plan change no longer requires cancellation.
Areas of expertise
Subscription Management & Paywalls
CRM & Customer Relations
Decoupled CMS Architectures (Headless)
Similar project in mind?
Our digital directors are at your disposal to discuss your specific challenges.
Get in touch
