Case Study: The Mechanical Licensing Collective (The MLC) achieves 86% faster first response and 64% lower call abandonment with Twilio Flex (implemented by Vision Point Systems)

The MLC provides omnichannel royalty collection support for music creators with twilio flex, built by vision point systems

The Mechanical Licensing Collective (The MLC) is a nonprofit that ensures songwriters, composers, lyricists, and music publishers receive accurate, timely royalties from streaming and download services. Facing a fragmented contact center built on Freshworks—where voice, chat, and email were licensed and managed separately—The MLC struggled with inconsistent workflows, poor reporting, missed SLAs, and stalled implementation timelines, undermining personalized member support.

Vision Point Systems implemented a Twilio Flex–based omni‑channel contact center integrated with HubSpot, giving agents a single‑tab interface for voice, webchat, and email and automating ticket creation. Delivered on time and on budget, the new system cut First Response Time from ~90 seconds to 13 seconds (an 86% improvement) and lowered call abandonment from 11% to 4% (a 64% reduction), enabling faster, more scalable support for members.

The Mechanical Licensing Collective (MLC)

Lindsey Major

Head of Customer Experience