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Transforming Thomson Reuters with a unified customer self-service platform

Revolutionising customer experience, increasing sales and customer satisfaction.

Thomson Reuters (TR) has successfully developed a diverse range of products in areas including tech, legal, and finance. As the organisation expanded and diversified over time, each new area had been treated as a different function, resulting in multiple platforms serving the TR internal workforce and end customers. Outdated user interfaces were creating a confusing customer experience, running costs were high, and innovation was stifled.

TR had an opportunity to build a self-service portal designed around the ideal customer experience, at the same time consolidating technologies and providing an enterprise saving on the cost of running its self-service portals.

A new platform also offered the potential to optimise the customer experience through innovative personalisation, navigation, search, and service capabilities, such as chatbots.

Clarasys entered to help TR move towards a single platform mentality in which all of its products and services could be accessed from a single point to increase efficiency and proficiency in process management. This single platform needed to serve as a base to build a strategic and sustainable future for growth.

It was essential that all products could fit the new mould of the single platform. This single platform also had to cater to individual user personas and meet the requirements of each business division.

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