Full Traceability and More Efficient Collaboration
STIM’s Journey with VisionFlow
Digitalization has transformed the music industry from the ground up. As music shifted from CDs to streaming platforms, STIM’s daily operations also changed – from managing physical licenses to handling vast amounts of data. To ensure the right compensation reached the right creators, the organization needed new digital workflows. A key step in that transformation was modernizing their support.
– “Operations are much more complex today, and we simply receive more questions” ays Robert Gehring, Head of Member, Publisher & Customer Service at STIM. “We have to keep up with digitalization and adapt several parts of the organization so we can manage all the data and information we receive
A support system keeping pace with digitalization
STIM’s service department interacts daily with a large number of users – from companies paying for music licenses to songwriters, lyricists, and music publishers. Previously, everything was handled via email, which quickly became unsustainable.
When a case needed to be escalated to second-line support, oversight was often lost. It was difficult to see who was responsible for what, which steps had been taken, and what communication had occurred.
-“Support users have higher expectations today. They want to know what’s happening with their cases,” says Robert. “We needed a system that provided transparency, structure, and collaboration between our departments”
VisionFlow provided structure and traceability
After evaluating several options, STIM chose VisionFlow – a system that met their requirements for traceability, transparency, and integration.
– “We searched for the right solution for a long time, and VisionFlow met all our needs and more,” says Robert. “The traceability is excellent — we can follow every case regardless of owner or status.”
With VisionFlow, STIM can now consolidate all case management in one system. Multiple departments share information in a common workspace and collaborate in virtual teams, making the work both more efficient and transparent.
The system also serves as a decision-support tool. VisionFlow makes it easy to extract data and insights from case flows, providing a new level of visibility and quality in STIM’s business decisions.
A future with open dialogue
VisionFlow has become a central part of STIM’s digital journey. The organization plans to expand its use further, including integration with an upcoming customer and member portal – “My pages” – where members and clients will be able to follow their own cases.
– “My dream scenario is that dialogue and information become completely open with the help of VisionFlow” says Robert.
The improved traceability and shared workflows now give STIM full control of the entire process – from first contact to resolution – allowing them to meet customers with faster responses and greater transparency.
A system with a holistic approach
For Robert, VisionFlow is more than just a tool – it’s a platform that connects the entire organization.
“VisionFlow has given us full traceability and streamlined our way of working. We can follow all cases regardless of owner or status, which creates better transparency and collaboration. In addition, the system provides us with valuable data and insights that improve our business decisions.”
Future-proof your support
With VisionFlow, STIM has created a modern support operation that meets today’s demands for transparency, traceability, and efficiency.
Would you like to see how VisionFlow can help your organization? Contact us for a demo or talk to a product specialist.