CRIV/Thomson Reuters Biannual Phone Call

Conference call took place on Tuesday, June 2 at 1:00 PM EDT.

Participants:

  • Deborah Heller – CRIV Thomson Reuters Liaison
  • Kim Hurley – Information Management Advisor at Thomson Reuters
  • Rachel Torgerson – Customer Success Strategist at Thomson Reuters
  • Kevin Lane – Manager, Westlaw Product Development

Agenda:

  • Discussion about some of the billing changes recently implemented and forthcoming.
    • Working to improve communication and redesign invoices
    • Ensuring a more reliable communication channel to customers
    • Increase in electronic invoicing
    • Making it clearer to customers if they are on auto-pay for certain items
      • The invoice more clearly shows that something has already been paid to cut down on duplicate payments
      • Providing 60, 30, and 15 day notices when a credit card that the customer is using for auto-pay is expiring to help prevent past due invoices and collections.
    • Working to reduce the unapplied payments backlog by contacting customers and asking how payments should be applied to their account
    • 3 phase invoice redesign
      • Phase one began in early May and applies to new sale or debit invoices
        • Cleaner
        • Clearly outlines the amount due and the date it is due
        • Customer name and address clearly provided on the invoice
        • Customers will receive a PDF attachment with the invoice in an email so there is no longer the need to go to a separate platform in order to access the actual invoice
        • The invoice will include hyperlinks.
      • Phase 2 is anticipated to launch in the 3rd Quarter of 2020 and applies to Subscription, Credit, and Pro Forma invoices
      • Phase 3 launch date is still being determined after Phase 2 and will include online invoices
    • Customer support information including how to read my new invoice is available online here
  • Quick Check on Westlaw Edge has added a quotation analysis feature
    • It analyzes quotes in legal documents to ensure that they are accurate
  • A new feature on Westlaw Edge that will be rolling out later this summer (August) is Quick Check Judicial
    • Allows you to upload multiple documents from a single matter. So the documents submitted by both parties will be analyzed together
    • Shows the cases cited by each party, cases cited by both parties, and cases cited by neither party
    • Will allow you to upload up to 6 documents at one time and assign each document to a party
    • It will be included with a Westlaw Edge subscription
  • More Practical Law materials will be released towards the end of June
    • Includes a commercial litigation subtopic with over 200 new resources
    • Substantive videos by the Practical Law editors
    • Relaunch of the life sciences topic
    • FDA-regulatory cross practice collection

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