Thomson Reuters | Client Services

CAPTION|REUTERS/Yuriko Nakao The PORTIA Service Centre provides efficient access to the support resources you need – skilled personnel that understand our products and your business, combined with the PORTIA Service Centre Portal for direct, 24x7 access to our experts, knowledge base, training, documentation and business updates.

PORTIA Service Centre Offerings

The PORTIA Service Centre provides support services for your day-to-day use of our solutions, as well as knowledge that helps you maximize the value you get out of PORTIA.

Incident Management: The PORTIA Service Centre is your source for daily support on PORTIA solutions. When you have incidents to report, the Service Centre is available to help diagnose and solve problems during your working hours.
Documentation, Training and Education: The PORTIA Service Centre provides 24x7 access to a knowledge base containing documentation, training and education materials to help you learn more about PORTIA’s capabilities in order to maximize the value of your solutions. Customized training is also available as a service, to meet your organization’s specific needs.
Communications and Updates: The PORTIA Service Centre is a one-stop location for getting the latest information on PORTIA solutions, including the content and timing of new releases, how your service incidents are being managed and a host of other business updates.
Longer-Term Product Evolution: The PORTIA Service Centre staff is here not only to provide support for you day-to-day needs, but also to understand your longer-term product needs and requirements. Through our ‘Customer by Customer’ program, our staff will research each client’s unique needs and transform these needs into new features and functions that enhance PORTIA’s capabilities over time.

Operations & Technology
Staffing
Portal

The PORTIA Service Centre is designed with a unique mix of people, process and technology to deliver an innovative and delightful service experience. The Service Centre includes:

Knowledgeable and professional staff who know your operations and PORTIA solutions.
A self-service Portal that provides 24x7 access to information, training, status updates on your incidents and the ability to directly submit incidents and make product inquiries.
An escalation process that makes sure high priority incidents are addressed first and that staff are allocated efficiently, which helps achieve rapid turnaround on requests and ensures that the appropriate experts are applied to the right incidents.
Experienced management overseeing the organization, which helps drive the Service Centre to support excellence.

The PORTIA Service Centre is staffed by a dedicated team of professionals who know PORTIA solutions and understand your business requirements. Our staff is focused on supporting your day-to-day needs and helping you optimize PORTIA to meet your growing needs over time. Roles in the Service Centre include:

Client Operations Managers are responsible for providing day-to-day support, developing a deep understanding of your business and how PORTIA is installed and configured in your organization. They help your operations team optimize PORTIA, ensuring you get the most out of your investment.
Support Analysts provide front-line support for your day-to-day incidents. These analysts assist in diagnosing incidents and identifying solutions in a timely manner. They leverage our comprehensive knowledge base to gather information needed to resolve incidents, escalating issues when appropriate. They are accessible by phone or via the Service Centre Portal.
Product Experts have deep domain knowledge of PORTIA solutions and work closely with the Support Analysts and the Client Operations Managers to provide solutions for escalated client incidents.

The Service Centre Portal is an on-line site that provides anytime access to the Service Centre, including direct access to our experts and knowledge base. Features of the Service Centre Portal include:

On-line Incident Management: submit, review and update all of your incidents on-line through the Portal, view “progress at-a-glance” on your incidents and obtain the most current information on your outstanding items.
Knowledge Base: find quick answers to questions and issues by searching an extensive knowledge base containing hundreds of technical tips and articles on how to use our solutions. The searchable information provides solutions for known issues with links to the product fix where applicable, allowing you to have quick turnaround on problems that have already been addressed. In addition, the knowledge base provides materials to help train your staff on how to maximize their use of PORTIA.
News: view current product and organizational news, allowing you to stay informed about new releases and important company information.
Product Documentation and Software Updates: access and download documentation on all software releases on-line. The Portal also contains instructions on how to download the latest software to help you plan for and execute your PORTIA upgrade.
Contact Information: access to worldwide offices and local telephone numbers to reach the PORTIA personnel nearest your operations.