Case study
The Musicians’ Union (MU) is the UK’s trade union for professional musicians, representing over 36,000 members across every area of the music industry.
The Musicians’ Union (MU) is the UK’s trade union for professional musicians, representing over 36,000 members across every area of the music industry. From classical performers to music educators, MU supports, protects, and advocates for musicians through legal advice, lobbying efforts, and campaigning for fair working conditions and rights across the sector.
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The Musicians’ Union modernises enquiry handling and enhances collaboration with a Power Platform solution.
Project Type: Power Platform Sector: Music Industry
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The Musicians’ Union was using a legacy system, Subscriber.NET, to log and manage incoming member and non-member enquiries. This internal platform was outdated, lacked intuitive features, and presented challenges in effectively triaging and tracking enquiries. Staff relied heavily on verbal updates and emails, making collaboration difficult and risking important information being lost or mismanaged. The enquiry process was inconsistent across regions, and there was no easy way to escalate more complex issues into formal cases or track enquiry progress. Email tracking was unreliable, and the system lacked the reporting tools needed to surface actionable insights for leadership.
Valto worked closely with the Musicians’ Union and their IT team to modernise the enquiry handling process using the Power Platform. We developed a model-driven Power Apps solution to centralise the management of member enquiries submitted via their public facing website. The app automatically routes each enquiry based on regional information and allows for structured triaging, tagging, and escalation.
Integration was achieved with Dynamics 365 and Outlook for seamless email tracking and assignment. Enquiries can now be escalated into full cases when needed, with all associated communication and metadata retained. The solution supports notification emails, user assignment, and data synchronisation back to Subscriber.NET to maintain continuity during the transition to a future CRM. A robust development lifecycle (Dev, UAT, Production) was established to ensure quality and reliability throughout the rollout.
The Musicians’ Union now operates a modern, centralised platform for tracking member enquiries and cases. Helpdesk staff can assign, categorise, and escalate issues more efficiently, greatly reducing the risk of missed messages and improving transparency across teams. The organisation has seen time savings, greater oversight, and enhanced data integrity.
The introduction of dashboards and triage workflows has laid the foundation for future Power BI integration, giving management teams the ability to derive insights from enquiry trends and response times. Looking ahead, the Musicians’ Union is exploring the development of a member login portal, powered by Power Pages, where members can track the status of their own cases and communicate more directly. Ongoing enhancements are planned to refine the enquiry system and further automate internal processes.
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