Thomson Reuters

Improving the customer experience by fixing customer problems faster

Reuters is a leading global news and financial information company that provides indispensable information for professionals in the financial services, media and corporate markets. Although probably best known as the world’s largest international multimedia news agency, Thomson Reuters derives more than 90 percent of its revenue from its financial services business.

PA worked with Thomson Reuters as an independent delivery partner to devise and implement an ambitious program for its financial services business, to improve its customer problem resolution capabilities and thereby its customer satisfaction. Over the 18-month change program Thomson Reuters transformed into an organisation focused on customer queries, increasing the speed at which it fixed customer problems by an average of 35 percent. This, in turn, enabled Reuters to retain market share in an increasingly competitive market.

Creating a dedicated problem management culture

Over the 18-month program, Thomson Reuters saw a step-change in performance and succeeded in increasing the speed at which it fixed customer problems by an average of 35 percent. This in turn improved their position on the customer satisfaction index, which contributed to Thomson Reuters significantly closing the gap between themselves and their closest competitor.

Instilling a culture of ownership was key, so that there is now clarity about who ‘owns’ which problems, and clear expectation about what is expected of people when managing a problem. This in turn has led to faster and better resolution of customer issues. Common technology has provided visibility of problems both to the customer and the organisation, as well as providing the basis for consistent ways of working.

Throughout the program, PA worked alongside Thomson Reuters staff, ensuring the transfer of deep skills and knowledge in change and problem management. PA facilitated Reuters’ transformation into an organisation focused on customer problems and equipped to ensure that the new ways of working would ultimately become ‘business as usual’.

Contact us today for PA’s guidance on improving the customer experience.