Supporting your trial with support services
ICON provides first level help desk services that support the day-day maintenance of your clinical trial, improving efficiency and increasing service levels for clients. Outsourcing this service can reduce costs and improve your margins.
Features include:
- Established global infrastructure
- Expert language translations
- Demonstrated compliance
- Robust quality assurance
- Confidential, tailored, flexible service
Full range of services
Around the clock 24/7/365 support services
- Patient focused support
- Vendor triage
- Medical monitoring and emergency triage
- Protocol questions
- Pre-screening
- Training verification
- User Account Management
- Inquiry center/FAQ line
- Patient diary reminder calls
- Product complaint management
Providing the support you need
Professionally trained and experienced full time staff
Business continuity service with risk mitigation
- Available via telephone and/or email
- Country specific toll free numbers available
- Secondary toll numbers provided as back-up
Automated routing based onoptions selected by the caller
Traceability and tracking
We operate an incident management via 21CRF11 compliant ticketing system with less than 15 second average wait time for response. Customised metrics detailing key SLAs and response times provide you with the oversight you need to ensure service is operating according to your expectations. All calls are monitored for training and quality purposes
Language Management
Our operatators are equipped to support 180+ language with access to additional languages as needed for your projects.
- Complete translation process
- Translation services group has worked with ICON for 13+ years and are fully trained on life sciences terminology
In this section
- Asset Development Consulting
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Blended Solutions
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Cardiac Safety Solutions
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Clinical & Scientific Operations
- Biostatistics
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Case studies
- Clinical Operations
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Clinical Supplies Management
- COVID-19
- Clinical data science
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Endpoint Adjudication Services
- Global Logistics
- Interactive Response Technology
- Investigator Payments
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Medical Affairs
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Medical Call Centre Services
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Medical Writing & Publishing
- Pharmacovigilance
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Project and Program Management
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Site Identification and Feasibility
- Commercial Positioning
- Decentralised Clinical Trials
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Early Clinical
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Bioanalytical Laboratories
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Biometrics
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Clinical Pharmacology
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Clinical Research Facilities
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Adaptive Pharmaceutical Services
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Early Phase Oncology
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Early Phase Patient Studies
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Early Phase Obesity Trials
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PK/PD Modeling and Simulation
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Quality and Compliance
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Quantitative Pharmacology and Pharmacometrics
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Volunteer Recruitment
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Bioanalytical Laboratories
- Language Services
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Laboratories
- Medical Imaging
- Outcome Measures
- Real World Intelligence
- Regulatory Affairs
- Symphony Health data
- Site & Patient Solutions
- Strategic Solutions
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Technologies