BMI Enhances Customer Service
• BMI announced that Phase One of a broader growth plan to enhance its overall affiliate customer service experience is well underway with the initial launch of its new call center, and a centralized toll-free number (844-BMI-4255) now in place.
Erin Crawford, who was recently promoted to BMI AVP, Affiliate Customer Service Experience, is spearheading the new Nashville-based customer service department. With Crawford at its helm, BMI’s new call center now features a dedicated team of customer service specialists who are committed to delivering the best possible experience for BMI’s affiliates. The call center team, expected to be fully staffed by June — including bilingual agents — will handle initial affiliate inquiries, while multiple case specialists will also be available to address more detailed royalty administration questions. Current hours are 9am-6pm CT, with plans in place for operating hours to expand later this year. Callers can expect quicker response times and call routing, so inquiries go to the appropriate case specialist, and call monitoring to ensure that quality standards are consistently met.
“I’m thrilled to be leading BMI’s new customer service initiative to offer our affiliates a full-service experience, and am proud of the significant progress we have made so far,” said Crawford, who joined BMI in 2020 as Executive Director, Distribution & Administration Services. Prior to that, she spent 18 years at The Nielsen Company, rising to SVP/GM of Nielsen Music. “With the new centralized number, contact center software and a team of dedicated agents available to answer questions and direct inquiries to the right place, we are well on our way to making that happen. I’m very excited to continue with the momentum of this important initiative and roll out the next wave of customer service enhancements to assist our incredible roster of music creators.” [Photo credit: Nathan Zucker for BMI]
