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SUCCESS STORY

Thomson Reuters Revives E-Learning

TCS' LMS solution helps improve customer retention and revenue growth

 
Client
Thomson Reuters
Industries
CMI Media, North America
Service
Digital learning solutions for legal and tax professionals

Challenge

Thomson Reuters needed to boost customer experience as well as cut costs

Thomson Reuters, a leading provider of real-time content for tax, legal, media and government bodies was facing a challenge with its fragmented learning management solution (LMS). The legacy LMS hampered user navigation, course management and content delivery, resulting in average user experience. In addition, the existing environment of multiple customized systems hindered cross-business growth and delayed new product launches besides complicating regulatory compliances.

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Solution

Customizable LMS solution unifies customer experience and simplifies compliance

TCS envisioned a customizable LMS solution to help the product management team create a robust architecture for standardizing user touchpoints. This enabled consistent processes and helped generate personalized and insightful views of customers for better prediction of their needs. The TCS team leveraged its contextual knowledge of tax and legal domain to digitalize conferences and seminars. The LMS solution set up by TCS transformed e-learning through webcasting features such as launch breakout rooms, quizzes, record live sessions and white boards. The single sign-on capability and regular network security scans helped boost security. In addition, a configurable and workflow-driven accreditation enhanced regulatory compliance, and at the same time a robust content acquisition and delivery mechanism enabled the delivery of multi-channel compatible content.

The solution greatly simplified our learning portfolio - Sejal Amin, CTO

Benefits

TCS improves customer experience at Thomson Reuters

With the customizable LMS solution, Thomson Reuters has generated new revenue streams, fast tracked time-to-market, simplified customer onboarding, enhanced digital adoption and improved operational efficiencies.

  • Reduced tech spend
  • Increased revenue 

10%

Improvement in Customer Retention

15

Up to 15 points improvement in NPS

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