Challenges
A leading global publishing company needed to manage growing royalty inquiries from authors, contributors, and vendors, maintain accurate vendor records, and meet agreed service levels across multiple regions.
Solutions
Straive established a dedicated team for identity verification, statement and contract analysis, first-level resolution, Level 2 escalation, and closure, supported by request prioritization, SLA monitoring, quality controls, requester communication, record updates, and complete audit trails
Impact
Straive streamlined royalty support across APAC, the Middle East, Europe, and Rest of World markets.
- Request volume: 17K+ royalty-related requests managed and resolved in 2025.
- On-time resolution: 98% on-time turnaround performance against agreed service levels.
- Operational accuracy: 98% accuracy across royalty support operations.