Customer Success Story: How UnitedMasters Scaled Customer Support While Improving Service Levels and Customer Satisfaction

For fast-growing digital platforms, customer support is much more than answering questions—it's a critical component of the overall customer experience. As businesses scale, support organizations must respond to increasing customer volumes while maintaining fast response times, high-quality resolutions, and the personalized service customers expect. Achieving all of this without significantly increasing operational costs or diverting internal resources can be one of the greatest challenges for growing companies.

That was the opportunity facing UnitedMasters.

As one of the leading music distribution and rights management platforms, UnitedMasters empowers independent artists to distribute music, manage their catalogs, and build their careers across today's largest streaming and digital platforms. Every support interaction has a direct impact on an artist's ability to release music, maintain their brand, protect their rights, and continue growing their audience.

When artists encounter issues with releases, metadata, licensing, artist profiles, or platform verification, they are not simply submitting support tickets - they are seeking assistance that directly affects their careers. Timely, knowledgeable, and accurate customer support becomes essential to maintaining trust and delivering the experience creators expect.

As UnitedMasters continued to expand its platform and customer base, leadership recognized that scaling customer support internally would require significant investment while potentially diverting experienced team members away from higher-value responsibilities. The organization needed a partner capable of providing operational flexibility, expanding customer support capacity, and maintaining exceptional service quality while allowing internal experts to remain focused on strategic work involving compliance, regulatory requirements, content review, and music submission approvals.

UnitedMasters partnered with Sirius Support in November 2021 with a focused objective: eliminate an existing customer support backlog while improving operational responsiveness. What began as a targeted engagement quickly evolved into a long-term partnership built on consistent execution, operational excellence, and the ability to scale alongside the business.

As customer demand continued to increase, Sirius Support assumed an increasingly larger role within the customer support organization. By 2023, Sirius was managing approximately 60 percent of UnitedMasters' total customer support volume, handling more than 120,000 customer interactions while maintaining an 84 percent Customer Satisfaction (CSAT) score and achieving an 89 percent Service Level Agreement (SLA).

The partnership continued to expand as operational performance consistently exceeded expectations.

By 2024, Sirius Support was managing approximately 75 percent of the company's customer support volume, supporting more than 130,000 customer interactions while improving service quality to an 85 percent CSAT score and an exceptional 99 percent SLA.

As of 2025, Sirius Support manages approximately 77 percent of UnitedMasters' total customer support volume, handling more than 135,000 customer interactions annually while maintaining an 86 percent CSAT score and a 98 percent SLA.

These results demonstrate more than operational scale - they reflect a customer support organization capable of growing alongside one of the music industry's leading digital platforms while maintaining exceptional service performance year after year.

Behind every operational metric are thousands of artists whose ability to distribute music and build their careers depends on responsive, knowledgeable customer support.

One United Masters artist shared how Sirius Support helped resolve multiple complex account issues while protecting their professional identity across major music platforms:

"They helped update my releases, resolve artist profile mismatches, and ensured my catalog was delivered correctly under my new artist name. Thanks to their support, I was also able to secure my YouTube Official Artist Channel and regain verification on platforms I temporarily lost."

For independent artists, issues involving artist profiles, music catalogs, and platform verification can directly affect discoverability, audience engagement, and professional credibility. Resolving these situations quickly and accurately provides value far beyond closing a support ticket — it helps creators continue building their careers with confidence.

Speed is another critical component of customer satisfaction, particularly when artists are preparing new releases or responding to time-sensitive opportunities.

One United Masters customer highlighted the importance of Sirius Support’s fast, effective support by sharing:

"Thank you very much! My problem with the YouTube release was solved in just one day! Very quick!"

In today's digital music ecosystem, release schedules often depend on precise timing. Rapid issue resolution helps artists maintain momentum while reinforcing confidence in the platform supporting their creative work.

Customers also consistently recognize the professionalism and communication skills demonstrated by the Sirius Support team.

One United Masters artist summarized their Sirius Support experience by saying:

"The customer service was excellent. The individual got back to me in a timely manner, was respectful, and all the details were laid out in the email. Thank you for reaching out quickly and showing me the steps to resolve my issue."

These comments reinforce one of the most important principles of exceptional customer support: customers value not only fast responses but also clear communication, thoughtful guidance, and genuine professionalism.

Behind these customer experiences is a disciplined operational partnership designed to function as a seamless extension of the UnitedMasters customer support organization.

Rather than operating as a standalone outsourced contact center, Sirius Support integrated directly into UnitedMasters' support operations, learning the company's products, policies, workflows, technology platforms, and customer experience standards. Through structured onboarding, standardized training, continuous coaching, dedicated operational management, and comprehensive quality assurance, Sirius professionals became trusted members of the broader customer support team.

This integration created meaningful business value beyond simply increasing staffing capacity.

As Sirius assumed responsibility for the majority of day-to-day customer interactions, UnitedMasters' internal experts were able to dedicate more time to specialized activities requiring deep industry expertise, including regulatory compliance, music rights management, content review, and approval of artist submissions. Instead of balancing routine customer inquiries alongside strategic operational responsibilities, internal teams could focus on initiatives that directly supported business growth and platform innovation.

The result is an operational model that combines flexibility, efficiency, and scalability without compromising customer experience.

As support demand has grown, Sirius has continued expanding alongside UnitedMasters, allowing the organization to increase customer support capacity without building a significantly larger internal operation or maintaining around-the-clock staffing resources independently. This flexible workforce model enables UnitedMasters to respond to changing customer demand while maintaining excellent service levels and controlling operational costs.

For organizations experiencing rapid growth, the UnitedMasters partnership illustrates the value of selecting a customer support partner capable of delivering much more than additional headcount. Successful staff augmentation requires operational integration, disciplined management, workforce scalability, quality assurance, and a commitment to delivering customer experiences that strengthen trust and long-term loyalty.

At Sirius Support, we believe the most effective customer support partnerships enable organizations to focus on what they do best while providing the flexibility and operational excellence needed to scale confidently. By combining experienced customer support professionals with structured processes, continuous performance management, and scalable workforce solutions, we help organizations deliver consistent, high-quality customer experiences while supporting long-term business growth.

Whether supporting technology platforms, subscription businesses, SaaS providers, digital marketplaces, or other high-growth organizations, Sirius Support provides customer service solutions designed to grow alongside our clients while protecting the customer relationships that define their success.

The continued partnership with UnitedMasters demonstrates what can be achieved when operational excellence, scalability, and customer experience come together. By helping manage more than three-quarters of the company's customer support volume while maintaining exceptional service levels and customer satisfaction, Sirius Support has become more than a staffing provider - we have become a trusted extension of the UnitedMasters customer experience organization.

Learn more about United Masters: Your Music. Your Rules. Your Future.