BMI today announced the opening of a new call center, new phone system and centralized toll-free number, with the first phase of an extensive growth plan to enhance the overall customer service experience for affiliates well underway. (844-BMI-4255) It is now in place. BMI's Erin Crawford, who was recently promoted to AVP (Affiliate Customer Service Experience), is spearheading a new customer service department based in Nashville.
Crawford's promotion is the first step in BMI's multi-phase initiative announced last year to modernize and enhance BMI's customer service experience for songwriters, composers and publishers. With Crawford at the helm, BMI's new call center is staffed with a dedicated team of customer service specialists dedicated to providing the best possible experience for BMI affiliates.
As part of the launch, BMI implemented new telephony software and a new centralized toll-free number, 844-BMI-4255, to improve and streamline the customer experience. Callers can expect faster response times and call routing so their inquiries go to the right people. Monitor calls with case specialists to ensure quality standards are consistently met.
A call center team, including bilingual agents, will be fully staffed by June to handle initial affiliate inquiries, while multiple case specialists will also be available to handle more detailed loyalty management questions. Our current hours of operation are 9am to 6pm CST, with plans to expand our hours later this year.
“I'm excited to lead BMI's new customer service initiative to provide a best-in-class, full-service experience for our affiliates, and I'm proud of the significant progress we've made to date.” Mr. Ford said. “With a new central number, contact center software, and a team of dedicated agents who can answer questions and route inquiries to the right location, we are well on our way to making that happen. Momentum on this important initiative We're excited to continue and roll out the next wave of customer service enhancements to support our amazing music creators.”
Future stages will feature a CRM (customer relationship management) platform, build a self-service portal for affiliates, and roll out chat functionality to better handle incoming calls and questions.
Crawford joined BMI in 2020 as Executive Director of Distribution and Administrative Services, leading a team responsible for author/publisher partnerships, repertoire quality, and online service support. Prior to that, Crawford worked for the Nielsen Company for 18 years, most recently as Senior Vice President and General Manager of Nielsen Music, where he led commercial customer relations. signboard and hundreds of major and independent record labels, publishers, operators, concert promoters, digital service providers, media companies, consumer brands, and various agencies. During her time at Nielsen, she received the following awards: Nashville Business Journal Winner of Women in Music City three years in a row (2016, 2017, 2018). Nashville Business Journal Recognizing Women of Influence in 2023.
