Case Study: PRS for Music achieves 100% call visibility in Salesforce with Natterbox

PRS for Music cuts wrong-destination calls by 52% with Natterbox

PRS for Music, a world-leading music rights organization, faced challenges with misdirected inbound calls and a lack of visibility into communications made via Microsoft Teams. This inefficiency created administrative overhead and hindered support for their members and licensees. To address this, they turned to Natterbox and its native Salesforce CTI integration to improve call routing and logging.

Natterbox implemented a solution featuring intelligent routing policies and PCI-compliant payment processing, followed by an integration with Microsoft Teams to maintain full call visibility within Salesforce. The partnership resulted in a 52% reduction in misdirected calls and saved hours of administrative time each week, giving PRS for Music 100% visibility of all customer interactions.

PRS for Music