Delighting our customers.

At Clarivate, we believe that the best results come from working together in respectful partnership with our colleagues and customers. We aim to delight our customers in all that we do – by gathering facts and insights and delivering what you need when you need it, before you’ve had a chance to ask. We are committed to acting with integrity and are accountable to ourselves, our colleagues, our customers and our communities.

We value your feedback.

A big “thank you” to those that took the time to respond to Clarivate’s Customer Delight Survey. We take your feedback seriously and are constantly driving towards actions that will enhance your experience with us. Your input is at the center of our growth strategy and we will continue to act on your feedback, including improving our products and content offerings.

Many thanks for your continued support,

Jerre Stead
Executive Chairman and CEO, Clarivate

Supporting our community.

In this unprecedented time, our top priority at Clarivate has continued to be our community — our customers, our colleagues and our partners.

Our teams continue to operate at full capacity, maintaining all expected levels of service and support so that you continue to enjoy a great experience via all of our products and services.

Accelerate research, preparedness and response to future pandemics.

We recently launched a Coronavirus, Virology, and Infectious Disease (CVID) Data Lake to support global researchers and policy makers in their efforts to make data-driven decisions that accelerate disease response, prevent and prepare for future pandemics.

  • Learn more about the CVID data lake.

    You asked, we acted.

    Twice a year, we send out a customer delight survey to understand how we can serve you better. Below are a few new initiatives we’ve launched based on your feedback.

    Improved data quality.

    You told us that the quality of our information is critical. We are measuring, performing root cause analysis and implementing permanent fixes to improve our information accuracy and reduce error rates in all key areas. These efforts have been fruitful and have produced ~28% improvements in data quality.

    Transparency into product roadmaps.

    You asked for more transparency and input into product roadmaps. We have now developed product roadmaps for each of our core product lines. Please connect with your account manager for details.

    Improved responsiveness.

    You asked for improved responsiveness.
    We are creating three global business centers in Chandler Arizona, London and Penang Malaysia that will provide 24×5 worldwide customer service.

    Better customer service.

    You asked to improve the quality of our customer service. We have begun measuring first contact resolution and the effort it takes you to get an answer. This will help us improve the responsiveness and quality of our interactions.

    Recent product enhancements.

    • 2-day turnaround for select Full Searches: Begin the clearance process up to three days sooner so you can get to market faster
    • Industrial Designs on TM go365™: Easily research industrial designs across 17 databases without entering complex codes or queries
    • Expanded TM go365™ content: Research word and image marks across 186 country trademark databases; choose the solution that best meets your needs without compromising on content coverage
    • New Solution: Naming Tool on SERION®: Generate and analyze new brand names with trademark clearance in mind
    • New Derwent Innovation: Connecting best-in-class technology, patent data and expertise, the new DI features an intuitive, modern UI and search experience for your entire team.
    • New sources of insight and answers: Improvements to the DI Legal Status Monitoring tools reduce noise and offer configurability for advanced users. Leveraging machine learning and 150+ input variables, DI’s suite of proprietary predictive patent analytics, meaning you can make better, faster business decisions.
    • Increased Geographic Data Coverage: By the end of 2020, we will have tripled full text patent coverage to 75 authorities and increased bibliographic data to 150 authorities, giving you more complete results with key geographies in Derwent Global Patent Data.
    • Darts-ip Global case data: Darts-ip collects, digitizes, and enhances the searchability of IP case data from around the world. By adding patent case data to Derwent Innovation and FTO searches, IP professionals gain greater context for their most important decisions when building and protecting their IP portfolio.

    BioWorld

    • New platform: Gather all life sciences industry news, across industries and regions, from a modern platform
    • Mobile friendly: Keep up with the news on any device, wherever you are
    • Same day news: Stay up to date with most current news, events and analysis
    • Digital experience: Connect to relevant news and search topics as you’re reading a story to move beyond a static article

     

    Cortellis Clinical Trials Intelligence

    • New site content and analytics: Pinpoint experienced sites based on your preferred criteria – indications and patient segment
    • Epidemiology data integration: Evaluate potential trial populations and understand if there are suitable sites available to accommodate your trial
    • Digital health intelligence: Analyze biomarkers, endpoints, patient stratification and more
    • Link related content: Seamlessly integrate trials, companies, deals and drug data to save time and power-up analysis

     

    Cortellis CMC Intelligence

    • Complete coverage: Quickly understand CMC small molecules requirements from 137 countries, territories and organizations
    • New content: Access CMC documents from international organizations such as ICH and World Health Organization
    • ‘Ask the Expert’: Get additional support when you need it – including location and explanation of CMC requirements
    • Link related Cortellis Regulatory content: Link to Source documents featured in Cortellis Regulatory Intelligence

     

    Cortellis Competitive Intelligence

    • Drug timeline and success rates: Addition of transparent success indicators – like clinical milestones or MoA – explain drug timelines and success rate predictions
    • Milestones: Understand and track competitive pipelines with links to source documents for drug development milestones
    • Enhanced sales and forecast content: Clearly understand company- and regional-level sales data to benchmark or anticipate your own or a competitor’s sales
    • Integration of adverse event data: Track toxicity and safety issues for drugs in your class or those of competitor drugs

     

    Cortellis Deals Intelligence

    • Refined filters: Find relevant deals and related data using organized and intuitive filters
    • Digital health deals: Get a better view of what’s happening in the digital health landscape to inform due diligence and strategy work
    • Venture funding integration: Gain comprehensive understanding of funding landscape with integrated venture funding content
    • Separating preclinical and discovery deals: See deals involving preclinical stage drugs along with or separated from discovery stage deals

     

    Cortellis Drug Discovery Intelligence

    • New UI: Quickly and easily access relevant content via an intuitive UI, enhanced search and filtering capabilities with new hierarchical list
    • Improved functionality: Easily share data with colleagues and stay up-to-date with enhanced export and alert functionality
    • Biomarkers: Easily search and sort results by multiple parameters, and quickly see all FDA approved biomarker uses for a given kit (subscription required)
    • Interoperability with OFF-X: Identify and monitor unanticipated safety findings and toxicity alerts (Bioinfogate OFF-X subscription required)

     

    Cortellis Regulatory Intelligence

    • New UI: Focus on relevant countries and information; easily find and drill into critical documents to stay compliant
    • Comparison tables for MD & IVD: Compare the latest global regulations from adverse event reporting to QMS requirements
    • COVID-19 regulation tracker: Understand and track the quickly changing global regulatory landscape in response to COVID-19
    • Additional content: Full coverage of drug evaluations in China – domestic and imported products

     

    MetaCore

    • Enhanced visualizations: Enjoy a new UI for network-building to make it easier to understand gene-protein-disease connections
    • R-script library: Enable your bioinformatics teams to create algorithms that support network and pathway analysis
    • Programmatic access: Get more cost-effective access to continually updated systems biology data to analyze molecular pathways and advance discovery research
    • Curated disease maps: Power up your research using new manually curated networks and regulatory, metabolic and disease maps

     

    Cortellis Generics Intelligence

    • New UI: Improved user experience and search functionality make it easy to find the data you need
    • Expanded content: Explore U.S. and LATAM product market share data, including historical analysis and competitive insights (subscription required)
    • Increased functionality: New tools to quickly identify new products, markets, or potential partners
    • New Key Insights: Get a visual snapshot of critical product or company data
    • TLD Automation: Continuing automation of ccTLDs and onboarding of new gTLDs for complete global coverage
      • .APP .DEV .JP .TK and others
      • Regular alerting of upcoming launches
    • Increased Accessibility: More easily login and gain access to the data you need
      • Multiple REST API enhancements
      • Easy on-boarding of SSO
      • Login expiration notice
    • Enhanced Data: Quicker insight to your domains and data
      • Improved monthly renewal report with new summary
      • Informational Domain Enhancements
      • Added gTLD categories and blocking to Registration Advisor
    • ICANN Requirements: Leading the industry with registration data access services
      • Deployed RDAP, next generation of WHOIS
      • Accessible WHOIS web form

    EndNote X9

    • Group sharing and read-only access: Better manage your collaborations so that nothing is lost and everyone stays on the same page
    • Web of Science integration: Identify the impact your research has on your field, and keep up to date with new developments
    • Manuscript Matcher Word integration: Find the best-fit journals in a few mouse clicks and eliminate time-consuming searches
    • Kopernio integration: Save time looking for PDFs with a tool that delivers them to you in your browser, and add them to your library with 1 click

     

    InCites

    • Open access in JCR:Make confident decisions about your open access strategy with descriptive data that provides transparency for hybrid OA journal content.
    • Publisher unification: Assess a publisher’s entire portfolio in one click and identify potential cases of “double-dipping” via filtering
    • Author position:Report on author contribution, including first, last, and corresponding author, with new indicators and filters.
    • Author Profiles (Beta):Assess and compare individual authors more easily with 50% fewer researcher name variants in the InCites Researcher module.

    Publishers (ScholarOne, Publons)

    • Automated flags for unusual activity: Ensure the integrity of your peer review process via knowledge of author changes on revisions and IP address proximity
    • Simplified third party integrations: Delight authors with value-added features and services that quickly and easily integrate directly into ScholarOne
    • Redesigned help site: Save time for your authors, reviewers, and editors with a more intuitive interface that simplifies access to answers and support
    • Scalable open peer review workflows: Improve recognition for your reviewers and protect research integrity

     

    Web of Science

    • New author record & author search:Promote your research worldwide or improve the scholarly record for your institution with disambiguated researcher records.
    • Export and alert improvements:Save time with a simplified alerting workflow and improved alert formats; export directly to Excel from the Core Collection.
    • Arabic Citation Index:Gain a more comprehensive view of the world’s research landscape with access to content from hundreds of hard-to-find Arabic language journals.
    • Preview access to the new Web of Science: Conduct searches more quickly via improved functionality and intuitive navigation.

    The Clarivate privacy program.

    The Clarivate privacy program is built on a strong foundation of internationally accepted privacy principles and is a reflection of Clarivate company values in action. We seek to continuously improve and enhance our privacy program, and carry on our tradition of upholding high standards in collecting and processing personal data across our business practices, products and services.

    Visit the Clarivate privacy center to access our privacy notices, find information on your privacy rights and make updates to your marketing preferences.

    Sharing best practices.

    See how our customers are bringing innovations to market, faster.