WHAT IS GLOBAL SALES AND CUSTOMER SERVICE (GSCS)?
It is the global sales and customer service function of the Markets Division of Thomson Reuters. It includes the account managers, salespeople, trainers, technical support, help desk and customer administration staff and many others who directly and indirectly work with our customers to sell our products and services, install them and support our customers in using them.
WHAT WILL BE CHANGING IN GSCS?
Since Thomson Reuters was created in April of 2008 the focus of GSCS has been to deliver a seamless transition from the legacy Thomson Financial and Reuters sales and service organisations to the new Thomson Reuters business. We are now looking to the future to see how best to evolve our sales and service offer, so that we continue to anticipate and meet our customers’ changing needs.
We know that while our customers value our expertise, they are also looking for greater value and choice in our service and support offers. We need to consider how we can help them get the very best from our product offerings, and how we can support them in a way that enables them to achieve their business goals.
We are therefore reviewing what we do, and how we do it, across all our customer touch points so that we can offer the best and most appropriate end-to-end experience to each of our customers – driven by their needs and what they value most.
WHEN WILL I START TO SEE CHANGES?
We have already begun to validate some elements of the new approach by working with small groups of customers. For example, a small scale implementation of our new learning capability – the Knowledge Network, began in October. Later this year we will begin a small scale validation of the new Direct sales capability.
The feedback from those customers taking part in the validations will help ensure that as we evolve our sales and service approach we deliver benefits to our customers that they really value.
This means that for the overwhelming majority of our customers there will be no impact in the coming months. We will continue to deliver the sales and service experience that they enjoy today, and we anticipate that our customers will continue to look to us for excellence in supporting their businesses.
WILL THIS MEAN CHANGE IN TERMS OF ACCOUNT COVERAGE?
The broader business of Thomson Reuters Markets created as a result of the merger means that we are serving a very diverse, global, customer base which requires increasing levels of specialist support. Our aim is to balance this growing need for domain expertise with the continuity of account coverage which we know is of paramount importance to our customers.
WHEN WILL I HEAR MORE?
Currently we are engaged in small scale validations of some elements of the new sales and service approach. The outcomes of these validations and our customers’ feedback will inform the pace of the wider implementation. We expect to be able to communicate further details of our plans in early 2010.
