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Global helpdesk and IRT support

Delivering high-quality support for your clinical trials

Comprehensive support for your clinical trials

Our dedicated team of GCP-trained customer support agents and project support analysts is available to assist you 24/7, 365 days a year. 

Trained on your specific protocol, study and IRT system, they deliver personalised assistance aligned to your specific trial requirements, from the initial system build and setup through the entire trial lifecycle. Our advanced customer service platform brings speed, clarity and control to every support interaction. Whether you're submitting a support request or following up on an existing case, the process is simple and transparent:

  • Faster response times through workflow automation and intelligent routing
  • Automatic case creation from your emails, ensuring every query is tracked
  • Integrated call handling so phone queries are logged instantly under your project
  • One-click DocuSign for quicker processing of Data Change Forms
  • Real-time insights into service quality and resolution metrics
  • Clear visibility across your projects and open issues
  • Smart reporting to identify trends and streamline collaboration

Comprehensive service offerings

  • Patient & site support 
    • Vendor triage and coordination
    • Medical monitoring and emergency triage
    • Protocol-related inquiries 
    • Pre-screening
    • Training verification
    • User account management
    • Inquiry center/FAQ line
    • Patient diary reminder calls
    • Product complaint management

  • 10k+

    calls managed annually

  • 90%

    of incidents resolved within in minutes

  • 95%

    of confirmed issues closed the same day

Reliable and efficient help desk operations

Our professionally trained, full-time staff deliver consistent, high-quality support. Our business continuity plan ensures risk mitigation and uninterrupted service, even in unforeseen circumstances.

  • 24/7/365 access by phone and email
  • Country specific toll-free access, with secondary toll numbers as backup
  • Automated call routing for seamless user experience
  • Less than 15 second average wait time
  • Full traceability and incident tracking with customised metrics to monitor SLAs and response times

Multi-lingual assistance

  • Support for over 180 languages
  • Integrated translation support - agent remains online with caller and translation bureau
  • Access to additional languages as needed
     
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