Music licensing company PPL has been shortlisted as a finalist for two separate and highly prestigious customer service awards.
The company’s Member Services team has reached the finals of both the UK Customer Experience Awards and European Call Centre and Customer Service Awards in the New Product/Product Improvement and Best Online Customer Service categories respectively.
Both awards celebrate PPL’s recent innovation in developing the web-based tool ‘Register Repertoire’ (Reg Rep) to help enhance the accuracy of sound recordings that are held on their systems. Reg Rep forms an integral part in fulfilling the company’s remit in delivering maximum revenue for record company and performer members.
Richard Rumbelow, Quality Manager, PPL said: “To assist members with registering their repertoire, we developed Reg Rep, a self-service tool which sits within myPPL, our secure online membership portal. Reg Rep provides members with a fast and accurate system for submitting the details of their sound recordings including information on where the music has been recorded, who owns the rights and who has performed on it. Reg Rep allows only complete data to be submitted into the database - a marked improvement on our old system. The better the data quality, the more revenue we are able to accurately distribute to our members.
“Since its implementation, Reg Rep has vastly improved the registration experience, whilst increasing copyright protection.”
Speaking of the nominations, Christine Geissmar, Operations Director, PPL said:
“We are absolutely delighted to be shortlisted for these two awards, which recognise our commitment to providing first-class customer service.
“Customer experience forms the heart of everything we do. With Reg Rep, we listened to the needs of our members, inviting them to partake in regular focus groups during the course of the project, so the results would be in-line with their needs. We have had positive feedback from our members and there are ever greater numbers of them using this tool”.
Both awards celebrate and promote excellence in customer experience across a broad spectrum of industry. Each of the judging panels include senior representatives and heads of customer care from blue-chip organisations such as Barclays Bank, Which?, RBS, PayPoint and Visa, amongst others.
The UK Customer Experience Awards will be held at the Grand Connaught Rooms in Central London on Thursday 17th October. The European Call Centre and Customer Service Awards will take place on 2nd October 2013 at the Hilton Hotel in Park Lane, London.
A full list of finalists for both awards can be found here:
UK Customer Experience Awards: http://bit.ly/ddljcE
European Call Centre and Customer Service Awards: http://bit.ly/18yipdq