Thomson Reuters Legal Tracker Launches Expanded Support Hours

Thomson Reuters Legal Tracker Launches Expanded Support Hours

24-hour Five-day Coverage to Be Rolled Out to US, UK, and Australia

Thomson Reuters today announced that market-leading e-billing and matter management solution, Thomson Reuters Legal Tracker™ (formerly Serengeti Tracker™), has introduced expanded support hours for all its customers. Already rated highest for customer satisfaction in both the annual HBR Law Department Survey and Best of Corporate Counsel 2016, the newly expanded support hours come at no extra cost to the customer and continue the Tracker tradition of focusing on delivering a high-quality customer experience.

Available starting on May 1, support will be provided by the Tracker US and UK teams and will be available 24 hours a day/5 days a week, from 6pm Sunday to 8pm Friday, United States Central Time. The newly expanded support hours will also give Tracker users access to in-depth product expert support. The support team is highly experienced with over half of the team being lawyers and with other members drawn from experienced technical and e-billing backgrounds. In order to ensure that Tracker customers receive the highest quality support, each team member receives significant product training and certification before becoming customer-facing.

“Tracker is known for its excellent customer experience and for delivering a product that is not only market-leading, but is straightforward to use with tangible results for users,” said Dan Bodnar, director of Legal Tracker Product Management. “With the expansion of the support hours, we are continuing this tradition, offering our customers far more than a call-center function and delivering a service staffed by subject matter experts.”

The expansion of the support hours will sit alongside a range of other support resources that Legal Tracker already offers. These resources include a Q&A tool embedded in the Tracker product that allows clients to efficiently and quickly search Tracker databases for immediate answers to any how to questions. Both company and law firm users also benefit from live Tracker training. This offers weekly complimentary, live, web-based training to train users to use Tracker in the most optimum way. In addition, Tracker users also benefit from enhanced assistance with their reporting. Every user can draw upon the expertise of Tracker staff to help build and run reports at the mere touch of a button. More information on Company Training Sign Up can be found here and more information on Law Firm Training Sign Up is available here.