Gus Papademetriou and team turns around our relationship with Wachovia in the Americas

Gus Papademetriou and team turned around our relationship with Wachovia in the Americas by gaining a full understanding of the client’s critical issues and initiating some new work processes to resolve them.

Wachovia, a U.S. diversified financial services company, expressed dissatisfaction with their service from Thomson Reuters. Delays to NYSE, CME and NBBO exchange data and TradeWeb and Brokertec feed latency issues were having a negative impact on their business.

Gus and his team instituted a Service Improvement Program which included holding weekly meetings between Thomson Reuters and Wachovia. These enabled both companies to work together to understand and resolve Wachovia’s issues.

They also arranged dedicated, ongoing Data Account Management (DAM) support, including weekly Data Notification calls to review future market events and internal product or content changes.

Steve Listhaus, Head of Market Data Services at Wachovia, said "Thomson Reuters overall service has improved and the weekly reviews eliminated the high severity events that plagued us. Gus was our internal advocate for our issues. He related Thomson Reuters events to real customer pain and impact and he and his team delivered real improvements to some of the ways we work together."

Gus said: "Yes we had to work in a different way, but it felt good to turn a difficult situation around and regain the confidence and satisfaction of a very important customer. The Service Improvement program allowed us to address the customers’ major issues, through the support of the team, while at the same time, helping to develop a very close working relationship with Wachovia. The team embraced the opportunity and Wachovia now has a dedicated Data Account Manager, Catherine Hernandez, and a much improved relationship with Thomson Reuters."