How PRS for Music Continues to Strengthen Its Contact Center with Natterbox’s Native Salesforce Integration
PRS for Music is a world-leading music rights organization that collects and distributes royalties on behalf of songwriters, composers, and music publishers. Dedicated to ensuring creators are paid for the use of their work, PRS for Music manages a vast catalog of musical works and serves a diverse base of members and licensees. Delivering efficient and accurate support to their extensive network is crucial to their operations.
52%
reduction in calls going to the wrong destination
Hours
of administrative time savings each week
100%
visibility of all calls in Salesforce
Challenge
PRS for Music’s relationship with Natterbox has grown in stages, with each phase targeting a specific gap in their contact center operations. The first priority was equipping the 42-strong Licensing team to handle inbound calls being misdirected, an issue that created inefficiency, added administrative overhead, and pulled time away from more complex member and licensee queries. Alongside routing, the team also needed a way to take payments securely over the phone without compromising compliance.
As the relationship matured, a second challenge emerged: PRS for Music’s teams were increasingly using Microsoft Teams to make and manage calls, but needed those calls, including transfers between groups, to remain fully visible, logged, and compliant within Salesforce, just as calls made through other channels already were.
Solution
Building on their existing positive relationship and successful prior implementations, PRS for Music partnered with Natterbox on two connected projects to expand what their Salesforce-native telephony could do.
The first project equipped the Licensing team with:
Natterbox CTI with Salesforce Integration
For seamless telephony and real-time data capture, so every call is automatically logged back into the CRM for a complete customer view.
Native Routing Policies
Configured for intelligent call routing to ensure calls reach the correct destination.
PCI-Compliant Payment Processing
Enabling the team to securely take payments over the phone without exposing sensitive card data.
Natterbox AI
Used for call analytics, giving the team visibility into performance and trends.
Dial Lists
Created to streamline outbound calls, further enhancing operational productivity.
This phase was delivered with a six-week go-live, with PRS for Music proactively providing a step-by-step adoption plan that made the rollout a genuine partnership.
The second project extended the platform further, integrating Microsoft Teams as a primary calling device within the Salesforce CTI. The goal was to ensure that as more of PRS for Music’s calling activity moved to Teams, none of the visibility they’d already gained was lost: every Teams call and group transfer continues to be tracked, logged, and compliant inside Salesforce.
Results
Since implementing the Natterbox solution, PRS for Music has achieved significant improvements in their operational efficiency and customer experience:
- 52% reduction in calls going to the wrong destination
- Hours of administrative time savings each week
- 100% visibility of all calls in Salesforce
Together, these projects reflect a partnership that’s grown alongside PRS for Music’s own changing ways of working, keeping call data unified and secure in Salesforce no matter which channel or workflow their teams rely on to serve members and licensees.
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