Case study

Reuters

Improving the customer experience by fixing 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, Reuters derives more than 90 percent of its revenue from its financial services business.

PA worked with 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 Reuters transformed into an organization 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.