CRIV/Thomson Reuters Biannual Phone Call

CRIV-Thomson Reuters Bi-Annual Liaison Call

Conference call took place on Monday, December 16, 2019 at 3:00 PM EST and ended at 3:30 PM EST.

Participants:

• Deborah Heller – CRIV Thomson Reuters Liaison
• Kim Hurley – Information Management Advisor at Thomson Reuters
• Rachel Torgerson – Customer Success Strategist at Thomson Reuters
• Vani Ungapen – AALL Executive Director

Agenda:

• Introductions
• Discussion of direction of the phone calls moving forward. Deborah expressed an interest in having the calls address outstanding advocacy issues, provide an overview of any updates to Westlaw and/or Practical law, and continue ongoing discussions of billing issues worked on with Caroline Walters, the previous CRIV Thomson Reuters liaison.
  • Kim said she could share the quarterly product updates with Deborah, who will then share information with members. Normally, Thomson Reuters tries to provide the update information in person to customers.
• One request for assistance was shared. The customer reported that Practical Law charges are appearing in Quickview as chargeable even though they are supposed to be non-billable. The problem is apparently not immediately obvious unless you are spot-checking a specific charge, so it is possible that firms may have been billing clients for something that should have been free. The problem was reported to a client relations manager, who has reported that Thomson Reuters is aware of the issue.
  • Rachel took note of this problem and will look into the issue.
• Rachel provided an update on her work with the customer to cash group to improve customer experience.
  • Survey responses as well as phone calls used to understand customer experience. This information has been shared with various departments.
  • Working on making invoicing clearer and more understandable.
  • Working on improving accuracy and timeliness of processing payments
  • Working on consistency of information provided
    • Discussed fact that product numbers are not appearing on all invoices, so Rachel wanted to know if this was information users wanted and or needed.
      • Deborah said that the most important information to her is the title of the product and a description of what it is (e.g. yearly update, specific release number, etc.).
    • Rachel hopes to be able to share more specific information including roadmaps and timelines for improvements to customer billing at the next phone call around the beginning of May.
  • Kim explained that she is the current liaison to CRIV for Thomson Reuters since the CRIV liaison once again falls within her territory (Deborah works in NY).
  • Discussion about the timing for the next call. It will happen in early to mid-May. Deborah will contact Kim and Rachel to schedule it at the beginning of April.