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.
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
Statistics
What Made it happen
TCS HOBS™ is a cloud-native, catalog-centric platform with composable architecture engineering experiences with insights-led personalization.
TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.
TCS Contexify, a Dynamic Orchestrator, uses contexts linked to purposes to drive personalized interventions (Next Best Action) & simplify customer engagement.
