Thomson Reuters is the world’s leading source of intelligent information for businesses and in today’s fast-moving environment, it is more important than ever to stay in front of the industry trends. Our partnership with Salesforce has helped us on the incredible journey to create an exceptional experience for our customers.

Innovation is one of our core values and it helps us create a dynamic business environment that is able to tackle the ever-changing industry challenges. Innovation is an integral part of the way we drive growth, serve our customers and provide new offerings. Salesforce Service Cloud offered us the customer and internal user benefits we were looking for to help us in this environment, and the promise of ongoing innovation and growth that we will need to remain competitive in the future.

Our partnership with Salesforce started about two years ago when we were on the lookout for a platform for innovation. What we fundamentally needed was the ability to connect with our customers at all times, wherever they might be. The team deployed Service Cloud to 4500+ users in more than 100 locations last year. The implementation, along with a strong focus on people engagement, helped improve performance and collaboration significantly within Thomson Reuters. It also enabled a highly personalized interaction with every one of our customers. The integrated Live Chat solution also enabled the team to provide a consistent, superior customer experience, delighting the customers with improved access and resolution times.

We have seen impressive results in just over a year, which is an indication of the success of the Thomson Reuters-Salesforce partnership:

• Since June 2014, we have seen a 23% increase in Customer Satisfaction, including a 20% plus increase for our most strategic product, Eikon.

• With Live Agent chat, we have delivered a massive 40% improvement in our chat access performance, resulting in a 43% improvement in customer satisfaction with Chat Queries.

• Customer perception of the knowledge of our agents during service interactions increased 13%, and the confidence that our staff are effectively owning and managing their case to conclusion increased by 21%.

I am delighted to say that our strong partnership with Salesforce has helped us substantially in placing the customer at the center of our business. We can deliver cutting-edge customer service with new solutions, like omnichannel, that can delight our customers wherever and whenever they need to reach us. We are now well on our way to achieving innovation as well as agility.

To learn more about our incredible journey with Salesforce, check out this live interview.

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