FAQs

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  • What does the completion of the merger, and the new Thomson Reuters Markets, mean?

    We are now starting the journey to build on the complementary strengths of the combined companies to provide our customers with total solutions to help them address their toughest challenges.  As we come together, synergies emerge from this combination:

    • Truly Global – Reuters traditional strength in Europe and Asia has been united with Thomson’s strong footprint in the U.S. and Canada to serve our customers on a global scale 
    • Connected Community – The services that Reuters provides its sell side community connected with those that Thomson provides its buy side and Corporate communities power the world’s markets by connecting people in real time
    • Comprehensive Coverage – Reuters news and real-time content combined with Thomson’s historical data and analytics create unparalleled breadth and depth of content and capabilities
    • Performance-Driven Partner – Our combined scale and capabilities enables us to develop complete solutions to help reduce the vendor relationships associated with a customer’s total cost of ownership and to drive end-user performance and efficiency

  • Does anything change for me immediately?

    We have been working to make this transition to one company as seamless as possible for our customers.  As we integrate our account coverage, there may be some coverage changes for some customers.  Our Focus Group Accounts Customers will have one Global Business Director from Day One and all other customers will have one account owner by Day 90.

    In terms of service, you will still call the same help desk numbers and receive the same gold standard of service you have come to rely upon from both organizations. As we transition to a fully integrated service model, we will inform our customers of any changes.

    Depending upon the products and services you subscribe to, you may see some positive enhancements to products very quickly as we bring together the best of our assets. For example all Reuters 3000 Xtra clients will see the addition of Thomson's StreetEvents. Please see the "Quick Wins" for information.

  • Will the integration affect my service?

    On the first day of the merger, you will still call the same help desk numbers and receive the same gold standard of service you have come to rely upon from both organizations. We have been working to make this transition to one company as seamless as possible to our customers.  As we transition to a fully integrated service model, we will inform our customer of any changes.

  • Who is my main contact in the new company?

    Customers should continue to work with their existing account manager until further notice. As we integrate our account teams, if that results in changes to account management, customers will be proactively informed.  

  • What number should I call if in need of help?

    You should continue to call the same help desk numbers. There is no immediate change.

  • Will Thomson’s online customer support resources be integrated with Reuters Customer Zone?

    Planning is under way to integrate the Reuters Electronic Channel & Customer Zone components with the Thomson equivalent. An integration plan is expected by mid-year with the aim of starting to deliver on a phased approach to integration towards the end of 2008.

  • Will Reuters Customer Zone provide information about Thomson products?

    On the Customer Zone today there are references to Thomson Reuters Markets and a link to the new ThomsonReuters.com that includes information on Thomson products and services.

  • What is the product strategy for the new Thomson Reuters?

    The merger between Thomson and Reuters brings together a tremendous stable of truly complementary assets - e.g. sales and trading tools from Reuters, off-trading workflow solutions from Thomson - and we are committed to supporting the core products of these franchises well into the future. In order to bring together the best of what both companies have to offer we have embarked on a detailed analysis of all of our combined product offerings aimed at delivering, over time, an integrated offering which combines the best of breed assets of both companies.  We will refine our hypotheses very quickly after closing, with a view to publishing the first phase of our product roadmap end of the second quarter/ early third quarter of 2008. It is our intention that these product migrations will provide our customers with a significantly enriched feature set, along with scalable delivery platforms in order for our customers to achieve much more cost effective delivery of information solutions across their enterprise.

    Out of the gate we intend to bring our customers some “Quick Wins” from the combination of the asset base of the two companies. We have focused on trying to deliver some of "the crown jewels" from one former company to the customers of the other. These quick wins include such things as the integration of Reuters News and Reuters Messaging in Thomson ONE and the delivery of a light version of Thomson's market leading StreetEvents to Reuters 3000 Extra users. A full description of these quick wins is available on www.marketscustomers.com.

  • Must an existing client of both Reuters and TF switch to one or the other service?

    No. Our product lines are mostly complementary, and you should keep whatever combination of services best suits your business needs. We will keep you updated on any enhancements or other changes made to our products and we will strive to keep you on the best version of all of our products.  

  • Will any products be switched off now that TF and Reuters are one?

    We plan to continue to support the entire suite of Thomson and Reuters solutions well into the future.  As we work to combine the best assets from both companies, and simplify our delivery options for our customers, we will keep our customers fully informed of any impact that this may have on our current products.

  • Will TF customers get access to Reuters News and when?

    Reuters News will be integrated with Thomson ONE immediately.  All users will get Reuters Top News at no additional charge.  Please consult your account manager for pricing for broader sets of Reuters News.

  • Will TF customers get access to Reuters Messaging and when?

    All Thomson ONE IM and Thomson ONE Analytics users will have access to the Reuters Messaging community very soon.

  • What product combinations will be offered?

    As we work to combine the best assets from both companies, and simplify our delivery options for our customers, we will keep our customers fully informed of any impact that this may have on our current products.

  • Will there be changes to existing TF or Reuters commercial policies? If so, when?

    Our commercial policies and operations will be integrated in a structured manner in the coming weeks and months. www.marketscustomers.com has been created to keep Markets Division clients abreast of changes resulting from the merger, but we expect that your account team will be the primary vehicle for communicating any changes to our policies and commercial operations.  

  • Are the Thomson Reuters Email Addresses changing?

    Effective April 17, Thomson and Reuters email addresses have a new domain name, @thomsonreuters.com. Please forward this information to the appropriate technical support teams within your organization to determine if action is required to ensure our emails reach you.

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