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Business News Labels & Publishers
ASCAP announces revamp of customer support functions
By Chris Cooke | Published on Friday 21 August 2015
US performing rights organisation ASCAP has announced the “centralisation of all global customer service support functions into a single global unit” which, you might wonder, means what exactly? Well, I can help you there. This new unit will “deliver a best-in-class customer service experience that will result in rapid resolution of customer inquiries”. Oh, of course.
Says ASCAP CEO Elizabeth Matthews: “ASCAP’s goal is to establish a new standard for exceptional customer service support for songwriters, composers, music publishers and performing rights societies globally”.
She went on: “The music rights business is more complex than ever and, as a result, we are working to proactively transform our operations and organisational structure in order to simplify the experience of working with ASCAP. We want key ASCAP customers – writers, publishers, global PRO partners and licensees – to have the most efficient and responsive customer service team available in order to enhance the customer experience”.
All collecting societies are under increased pressure, of course, to improve efficiency and transparency in the way they collect and distribute royalties from those services and operations licensed through the collective licensing system, not least as some publishers and rights management firms talk up the efficiency and transparency of their own systems. And the latest developments at ASCAP are presumably part of those efforts to ramp up customer service for rights owners and licensees alike.
