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 3^rd 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