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,

Jonathan Gear
CEO, Clarivate

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. Your next opportunity to provide us with feedback through our customer surveys will start on October 11, 2022.

Improved data quality

You told us that accurate, high-quality information is critical.

Proof Point: The improved patent to literature citation — linking from Derwent Innovation Index (DII) content in the Web of Science — has increased the number of citations linked to the correct journal by 50% and with an accuracy of 99%.

Better user experience

You asked for a better user experience with our products. We’ve made several updates to a wide range of our products and have developed product roadmaps for each of our core product lines.

Please connect with your account manager for details.

Proof Point: We redesigned Web of Science to speed up research and navigation for discovery workflows. In 2021, we reduced the average time for content to be delivered to Web of Science by 29% while retaining a high level of quality.

Improved responsiveness

You asked for information that gets to customers faster.

Proof Point: We see improvements in timeliness over recent months, reducing the time for content to be “available” in our products. We’ve also sped up the automated acquisition of data and content for large publishers.

Better customer service.

You asked faster and higher quality customer service.

Proof Point: We reduced our customer care phone numbers from over 50 down to 10, covering all the regions we serve. We also shortened our phone menus and prompts.

Recent product enhancements

In 2021 and the first quarter of 2022, we invested in our solutions to help our customers thrive in a complex research landscape.

  • Built out the New Web of Science, which allows researchers to save time and effort throughout their discovery process with a responsive, streamlined interface that supports both basic and advanced workflows, and meets current accessibility mandates.
  • Introduced Author Impact Beamplots with new visualizations that help you see the context of researchers’ scholarly influence over time and make it easy to obtain multidimensional data to support promotion, tenure and funding applications.
  • Improved records and 50% more patent-article links in the Derwent Innovations Index allow researchers to explore patents more easily and uncover the real-world outcomes of research.
  • Launched My Research Assistant, a mobile-only application that brings the power of Web of Science to researchers wherever inspiration strikes and allows them to quickly search, save and share research from the world’s leading journals.
  • Continued to enhance InCites Benchmarking & Analytics following the relaunch of the tool with a powerful but simplified interface in 2021.
    • Data visualization is now more intuitive thanks to an interactive geographical map that enables zoom and export, and tree maps that show up to 100 data points.
    • New indicators for domestic and intra-organizational collaborations and enhanced filtering options make it possible to gain a deeper understanding of research performance.
    • Expanded funding data allow customers to conduct more comprehensive funding outcomes assessments.
    • New functionality allows users to search and evaluate according to the UN Sustainable Development Goals.
    • A hierarchy visualization added for the Citation Topics schema.
    • A new schema for Global Ranking of Academic Subjects (GRAS), called Shanghai GRAS, based on the mapping of WoS categories to the 54 academic subjects.
  • In Journal Citation Reports, expanded coverage, added a new metric, and improved the user experience with simpler, more direct searching while affording a deeper look into the data.
  • Made a series of enhancements to EndNote 20 for Windows and MacOS users. The new, modern interface helps authors save time preparing manuscripts and managing bibliographies. Authors can read and annotate more easily with PDFs that open full size and are now also able to search on unique fields like DOI and PMCID, saving time deduplicating content in their libraries. Authors can be notified with retraction alerts of any retracted publications in their libraries.
  • Opened the Web of Science Publisher Portal to all publishers, improving the journal submission process with secure log in and improved transparency around the status of submitted journals.

In 2021 and the first quarter of 2022, we expanded content across many of our solutions and invested in improved user experience, visualizations and analytics.

  • Discovery, Clinical, and Regulatory
    • Made a series of enhancements to Cortellis Drug Discovery Intelligence, including adding new drug-drug interactions and physiochemical properties content, pharmacology and pharmacokinetics analytics, and customized dashboards, with additional enhancements, such as the expansion of metabolism content, coming soon. Customers can now run sequence similarity searches to better identify competitor drugs and learn from what has and hasn’t worked in the past.
    • Made Bioinfogate and the OFF-X portal available to customers via acquisition to fill the gap of translational safety intelligence across all stages of drug R&D. Among the many enhancements to the OFF-X portal, the new Real World Evidence dashboard allows customers to identify and track pharmacovigilance reports and signals and optimize risk management planning.
    • Enhanced OFF-X customer experience with new analytics that compares the safety liabilities of drug (primary and secondary) targets and helps users discern the optimal candidate by benchmarking drug safety profiles.
    • Added deep links between Cortellis Drug Discovery Intelligence (CDDI) and Web of Science (WOS) products to provide CDDI clients access to literature searches, authors, funding and affiliations from the WOS platform to collaborate and track ideas.
    • Linked the Cortellis Drug Discovery Intelligence – Biomarkers module with MetaCore to help clients understand the underlying biology and system networks behind specific biomarkers.
    • Added new insights and analytics in Cortellis Drug Discovery and Intelligence to allow clients to identify trends and visualize their search results.
    • Added new indexing and dynamic filters to Cortellis Clinical Trials Intelligence, making it easy to identify trial arms by label and type. Added 14,000+ new digital health trials and new indexing to help users easily identify which trials have a digital health component and what that component is.
    • Made continual user interface improvements to Cortellis Regulatory Intelligence to help users find what they need in fewer clicks. New pricing and reimbursement coverage for 33 countries allows users to make more confident regulatory strategy decisions. New filter options allow easy identification of translated documents, whether they are official or provided by Cortellis, and estimated due dates for translations that are pending.
    • In Context Matters, enhanced the customer experience with improved in-product help. The upcoming migration to Cortellis infrastructure is providing enhanced reliability. Expanded content allows users to make more informed decisions with Singapore HTA and regulatory, managed entry agreement insights, and new Rare Module with pricing and reimbursement in rare diseases.
    • In Cortellis CMC Intelligence, a responsive search field within the Detailed Requirements page makes it possible to quickly and easily find the most relevant CMC (chemistry, manufacturing and controls) requirements.
    • Built out coverage for the new Cortellis CMC Biologics module which makes it easy to understand CMC requirements for biosimilars, blood derivatives, cell therapies, gene therapies, monoclonal antibodies, recombinant hormones and vaccines for over 60 regions in a single location.
  • Portfolio Strategy & Business Development
    • Increased updating frequency for Disease Landscape & Forecast from quarterly to monthly, leading to greater speed to insight.
    • Integrated forecast data from Disease Landscape and Forecast in Cortellis Competitive Intelligence to power the Market Landscape enhancement that includes sales drug forecast, patient share, drug-treatable patient population and new therapies.
    • Mapped and integrated drug pipeline and regulatory milestones from Cortellis Competitive Intelligence with Disease Landscape and Forecast content sets to help client’s inform market assessment with competitive intel.
    • Visualize and access combined Epidemiology datasets across regions to help accelerate analysis on patient populations.
    • New functionality in Drug Timeline & Success Rates allows customers to evaluate more information at once (up to 100 drugs) and compare historical and current predictions. Expanded coverage in Drug Timeline & Success Rates allows users to evaluate drug forecasts in new APAC regions, including China, South Korea and Singapore.
    • Built a new user interface for Cortellis Deals Intelligence that makes it easier for customers to analyze data and seamlessly connect the entire Cortellis suite.
    • Launched the Executive package of Cortellis Deals Intelligence, including new deal predictive analytics and deal trends visualizations, helping predict potential deal sizes, uncover the likeliness a drug will progress through development, monitor deal activity, perform due diligence, and prepare for partnering meetings.
    • Based on first-in-class patented algorithm, Cortellis Deals Intelligence Predictive Analytics can now predict drug value and success for diseases and specific companies.
  • Market Access
    • Added new data views and a dashboard in Employer Vantage, making it easy to dive deeper into lives data by employers.
    • Expanded and made views of payer data in PolicyTrack more intuitive, making it easy to access the latest policy change.
    • As part of Market Overviews Advanced offering, introduced a new interactive dashboard with the latest dynamic payer and provider data and lives projection tools, helping market access teams move faster.
  • Customer Engagement
    • New survey insights are available from latest Taking the Pulse and Cybercitizen Health surveys to drive multichannel planning, with expanded focus on COVID-19 impact on Healthcare Practitioners and patients.
  • Generics
    • Made a series of improvements to Cortellis Generics Intelligence, including UI improvements, such as new search, alerts, and export capabilities, and expanded content, including manufacturing insights about contract manufacturers and market share insights for the LATAM region.
    • Rolled out Cortellis Supply Chain Network, a new offering to help accelerate the sourcing and supply of products, ingredients and services as well as track supply risk and manage partners. Full access to the premium version is available to Cortellis Generics Intelligence Premium users.
    • Supplemented win-loss analysis from previous patent challenges using patent litigation data in Cortellis Generics Intelligence sourced from Darts-ip, the largest global database of IP prosecution and litigation case data.

In 2021 and the first quarter of 2022, Clarivate continued to build out solutions for the medtech industry.

  • Enhanced Insights platform user experience, allowing users to save time by finding and accessing content more quickly with redesigned homepage, enhanced filtering functionality and quick links.
  • Added Latin America import data, allowing customers to improve brand promotion and take a multi-pronged approach by identifying key trends through primary market research inclusive of Latin America data.
  • Introduced an enhanced dashboard, with strengthened analytics and visualizations, making it easy to gain insights to support commercial targeting.
  • New geographic analysis is now available within the Medical Supply Distribution Tracking solution allowing users to tailor their market analysis by geography in the U.S.

In 2021, we migrated the Learning Portal to a new platform. The new Learning portal provides real-time learner insights for trainers and features a cleaner interface and improved dashboard for the learners.

As part of our commitment to remove friction from managing IP, customers can minimize risk and maximize effectiveness of their IP operations, managing IP efficiently throughout the lifecycle.

During 2021 and the first quarter of 2022, we made a series of enhancements to our IP Management Solutions: FoundationIP, Inprotech, Ipendo, IPfolio, Memotech, Patrawin, The IP Management System and Unycom.

Updates include:

  • Intelligent IP management, providing actionable insights by
    • introducing the extended Innography interface to IPfolio, allowing users to synchronize private information, namely unpublished patent applications and invention disclosures, for advanced searching and analytics.
    • adding CompuMark powered trademark data validation to IPfolio and FoundationIP, reducing manual entry, saving time, and increasing data quality.
    • making it possible to enrich your data in Unycom without interfering with daily operations using Clarivate patent data and providing the possibility to automatically import publicly available data into your own patents.
    • streamlining the transfer of renewal budget numbers from Patrawin to Intellectual Property Rights (IPR) Control (client portal) for basic outsourcing to clients.
    • allowing users to run separate renewal models in the same Patrawin database, leading to a more flexible process for renewal management.
  • New integrated services facilitating end-to-end collaboration such as
    • the ability to order Compumark trademark Watches directly from IPfolio and FoundationIP, helping safeguard your brands across 250+ countries and territories and simpler integrations.
    • improved task collaboration with modernization of matter records to provide a common way of working across family, case and matter records in Ipendo. The launch of a shared component library across records means all records now share the same features and design in a modern user interface. Data is managed and updated in the same manner for all of these records.
    • integrating additional stakeholders into the IP process with Unycom Smart Submissions, allowing them to submit a variety of IP proposals and requests.
  • Smart docketing and advanced task management, for example, by
    • adding public prosecution document feeds from Japan and Taiwan to IPfolio, eliminating the need for you to download documents manually from the respective patent offices’ websites.
    • adding new task assignment rules and new events user interface to FoundationIP, making it possible to manage complex task assignment patterns and save time docketing USPTO correspondence with improved performance and searching ability.
  • IPfolio Spring ’22 release including many notable improvements and new features for our corporate IPMS customers. Highlights of the release include:
    • A new ‘IP Right Bulk Tagging’ feature that helps customers quickly tag patents and designs in bulk and generate reports based on the tags.
    • Re-designed ‘Approve for Filing’ functionality that lets customers revisit categorizations, assign a law firm, set due dates, and provide instructions when they create a patent from an invention disclosure.
    • Inline editing in reports so customers can keep reports and object records up to date while saving time and clicks.
    • A new ‘Send Email from Record’ Lightning web component that lets customers compose and send emails to the record owner, inventor, or others directly from the record view.
  • Streamline the management of trademark portfolios within Memotech and TIPMS through connected CompuMark trademark data and trademark research and protection solutions.
    • Trademark Dashboard Analytics: Make smarter trademark decisions and plan strategically with self-service dashboards and reports that help you easily create and share insightful data visualizations.
    • Trademark Data Validation and Enrichment: Minimize manual data entry and enhance data accuracy by syncing CompuMark trademark data with your trademark portfolios.
    • Automated trademark matching: Gain immediate insights into the availability of a proposed trademark by screening your mark against identical word marks in 180+ trademark registers.
    • Trademark watching: Protect and manage your brands with an integrated CompuMark trademark Watch workflow.
  • Integration of Connect and Memotech to help customers collaborate with their global network of agents throughout filing and prosecution of patents and trademarks. Connect provides a structured environment that expedites sending instructions from Memotech; and removes the administrative burden of email exchange by automatically docketing events and correspondence.

In 2021 and the first quarter of 2022, we made our data collections, including DWPI and Darts-ip Litigation case data, accessible across all Clarivate patent intelligence platforms, launched new applications for chemistry and data science users, and delivered significant enhancements to Derwent Innovation and Innography, helping our global user community of IP, R&D and business development professionals make faster, higher confidence decisions.

  • Darts-ip Litigation case data integrations
    • Delivered a new integrated Darts-ip Litigation Layer option for Derwent Innovation, Innography and incoPat users, providing users with a seamless workflow for global FTO from patent searching to reviewing all Darts-ip litigation cases by case type and filtering records using Darts-ip structured data fields.
    • Enhanced the Darts-ip Litigation case data available to all Derwent Innovation users, allowing users to easily identify what patents have litigation activity or have a DWPI family member with litigation activity from a search results set.
  • Derwent Innovation
    • New patent family timeline provides a visualization of all INPADOC family members, showing applications, grants, continuations, continuations-in-part and divisionals.
    • New patent claims dependency tree allows users to quickly identify independent claims and see the correct hierarchy of dependent claims.
    • New patent claims comparison view highlights text that was added or removed from the original application to the grant publication, making it easy to see how claims evolved during prosecution.
    • Text cluster sunburst visual allows Derwent Innovation Analyst users to see the primary, secondary, and tertiary technical concepts included in a results set and select sections for additional analysis.
  • Innography
    • New DWPI for Innography option allows Innography users to search curated DWPI content and view DWPI enhanced titles and abstracts, making it easier for users to find relevant patents and quicky understand their contents.
    • New Sharepoint connector allows Innography users to easily extract documents from a Sharepoint folder to make them accessible in Innography with semantic or keyword searches.
    • New Presentation Export for Innography allows users to quickly export 20 visualizations with descriptions to provide “on-demand” summaries for stakeholders.
    • Introduced the new Microsoft Teams Innography Application, allowing users to perform and share keyword searches within Microsoft Teams.
    • Added 24 new full text jurisdictions to Innography, expanding its full text patent coverage to 75 jurisdictions.
    • In Q1 2022, Innography users received access to Derwent World Patent index (DWPI) editorially-enhanced titles, as well as new options for reviewing analyzing and exporting patent records.
  • Launched Clarivate Chemistry Research, a new insight-oriented application with DWPI patent abstracts purpose-built for chemistry professionals.
  • Launched Analytics Data Hub, a new gateway for analyzing Clarivate’s curated patent, litigation and trademark data using advanced, highly configurable analytics and visualization tools like Tableau, PowerBI and Jupyter Notebook.
  • Enhanced Derwent SequenceBase™ integration with Derwent Innovation, including DPCI citation numbers available in all records and DWPI accession number available as a search field in keyword search, making searching easier, more efficient and streamlined.
  • Released version 11.0 of Derwent Data Analyzer™ (DDA), delivering numerous enhancements including the ability to upload CSV files without requiring conversion and create personalized record categorizations, providing users with increased flexibility.

As part of our commitment to unleashing data and insights across our Brand IP suite, customers can make faster and more informed strategic decisions with information surfaced into actionable insights through the following enhancements.

  • Expanded industrial design coverage on TM go365 and SAEGIS with 12 added registers, enabling customers to research industrial design and trade dress across 65 registers in total.
  • Made changes to CompuMark Watch capabilities, combining email alerts, helping to further streamline review of Watch results.
  • Integrated CompuMark trademark research and protection solutions into IPfolio™ and FoundationIP™, IP management software (IPMS) solutions, helping to remove friction from IP management processes by connecting the IP ecosystem. Added the ability to order a CompuMark Watch order directly within IPfolio or FoundationIP to enrich existing workflows and to retrieve automated trademark matches from CompuMark directly within IPfolio, allowing users to gain immediate insights into the availability of a proposed mark while staying within their IP Management system.
  • Enhanced self-service domain management through the MarkMonitor portal, making the domain registration and transfer process easier, ensuring domains resolve quickly by providing more nameserver choices, stealthy defensive registrations, and control with custom DNS templates.
  • Further enhanced MarkMonitor SSL Certificate offering, making renewals easier with concise validation and a term extension by 30 days, a new download format for different web servers with .p7b, and more reliable automation with better data syncing.
  • Enhanced the Darts-ip interface with several features to simplify case data searches. Through a new Quick Search panel, All Databases search, standardized terminology and amended legal perspective section users gain easier than ever access to global case data.
  • Processed and added nearly 1 million new cases to Darts-ip. The expanded data set of nearly 8 million cases allows for deeper IP insights, supporting more confident, data driven decisions.
  • Rapidly assess legal and commercial risk for brands with the Clarivate Brand Landscape Analyzer available for Early Adopters. This new solution allows customers to gain instant access to CompuMark trademark and Darts-ip litigation intelligence data and AI-driven analytics. Understand critical risk factors holistically and make decisions regarding brand viability faster, speeding time to market. New features include:
    • New scoring mechanism based on verbal Goods & Services similarity, led by AI
    • Adding Darts-ip similarity scoring to understand opposition risk for a given mark
    • Strong visuals with visual reporting capabilities
    • Litigation filing and owner context combined
  • Assess the potential success of filing an opposition leveraging Darts-ip trademark case law data into your CompuMark Watch results. Using the Watch Opposition Strength feature, quickly identify and oppose trademark applications that may damage your brand.
  • Enjoy a more intuitive search experience in Darts-ip with a simplified Legal Perspective tool. Customers can now select a “Choice of Law” that will define the searchable Points of Law (POLs) instead of applying Legal Perspective changes to the entire interface. Simply select your choice of law from the drop-down menu indicated above to easily search relevant local case data.
  • MarkMonitor has started offering NFT Domain Protection Services to customers for a limited set of NFT domain extensions. Further developments will happen in 2022 reinforcing our ability to help clients protect their brands on public blockchains.

Clarivate continued to improve its services around patent annuities and patent validations.

  • Improved functionality across the ARGOS Client Service Portal supports maintenance decision making and takes the time out of pre-existing workflows. Users can access documents faster, get clear views of their renewal cases more easily, and audit past instructions smoothly with a range of new CSP dashboards.
  • Improved integration between the European Patent Validations portal and CPA Renewals Services allows customers to order their first annuity payment within the EPV portal, speeding up their existing workflows. Customers can benefit from centralized PTO communications with batch PTO emails.

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