Reducing Discount and Waiver Turnaround Time by Nearly 95% for a Leading Academic Publisher

A dedicated support model helped the publisher resolve more than 62,000 requests in 2025 while significantly increasing monthly resolution capacity.
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Challenges

Every discount or waiver request left an author waiting. As volumes climbed worldwide, the publisher needed faster answers without compromising the rigorous checks behind each decision.

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Solutions

Straive moved each request through a dedicated workflow, from eligibility and document checks to policy-based decisions and audit-ready closure. SLA monitoring, ageing-case prioritization, escalations, SAP cancellations, and support for Email Assist and Sentiment Detection kept work moving.

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Impact

The engagement created a faster, higher-capacity support operation for authors across global markets:

  • 62K+ requests successfully resolved in 2025, supporting timely, policy-compliant outcomes
  • Nearly 95% reduction in turnaround time, from over 1,000 hours to under 60 hours
  • 110% increase in the monthly resolution rate following the transition to Straive

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