Thomson Reuters lacked visibility into the performance of its hundreds of products across various systems, making it difficult for executives to monitor compliance with service level agreements. Atlas Systems developed data collection agents across technology platforms to consolidate product performance data in a central repository. They then created intuitive dashboards and reports with drill-down capabilities, providing executives a comprehensive overview of performance and enabling them to meet SLAs and improve customer satisfaction.

1. DATA COLLECTIONTOOLS
Case study ofThomson Reuters project

2. OVERVIEW
• Thomson Reuters Corporation is a major multinational mass media and
information firm founded inToronto, Ontario, Canada
• Thomson Reuters operates in more than 100 countries, and has more
than 60,000 employees around the world
• Atlas Systems builtThomson Reuters’ data collection agents, responsible
for consolidating and organising the entire data stream

3. CHALLENGES
• The Global Support Division had hundreds of products, but there was no
visibility into the product performance and SLA compliance
• Information about various product performance was scattered across
various systems and technologies
• There was no tool for senior executives to get overall picture of all
product performance, and drill down into details as needed

4. SOLUTION
• Atlas Systems developed data collection agents on multiple technology
platforms and pushed the entire bulk of data to the central repository
• Atlas built highly intuitive dashboards, KPIs and reports with drill down
capabilities

5. RESULTS
• TECHNOLOGY
• Business Objects
• Oracle
• Unix
• DATA MANAGEMENT
• Validated and collected user feedback early in the project with the help
of rapid prototyping
• Actionable and timely information was made available and helped meet
stringent SLA requirements hence reducing financial penalties and
improving customer satisfaction