CUSTOMER CARE
SERVICES
SUPPORTING
ECLINICAL APPLICATIONS
THROUGHOUT
YOUR CLINICAL
DEVELOPMENT JOURNEY
KEY FEATURES
• Supports all leading eClinical
technologies
• Quick turnaround times
• Proactive high-quality support
• Services tailored to client
requirements
• Single point of contact 24/7/365
eCLINICAL TECHNICAL SUPPORT FOR ALL TECHNOLOGIES
AND STUDIES
Customer Care Services (CCS) provides a full range of specialized support
that covers all of your clinical and technical requirements, from early
through to late phase studies. This is provided through a single point of
contact for study teams, sites and patients, which is available 24 hours a
day, 7 days a week, 365 days of the year globally.
The CCS team has over 15 years of extensive knowledge in developing,
implementing and supporting technical applications used in clinical studies.
The CCS team are enabled to provide support services for all leading
technologies used in the industry, including third party solutions, in addition
to PAREXEL developed technologies. Application types supported include:
• CTMS (Clinical Trial Management System)
• RTSM (Randomization and Trial Supply Management)
• IRT (Interactive Response Technology, also known as IVR/IWR)
• Medical Imaging
• eCOA (electronic Clinical Outcome Assessment)
• EDC (Electronic Data Capture)
• Site start-up
• Safety systems
• RIM (Regulatory Information Management)
CUSTOMER CARE
SERVICES
The global team is trained to perform
first and second level enquiries with
extensive third level escalation
procedures as required, to meet client
expectations. The CCS team has access
to a wide range of training including
technical, SDLC (Software Development
LifeCycle, SOPs (Standard Operating
Procedures), 21 CFR Part 11, GCP
(Good Clinical Practice) and customer
service best practices.
eClinical Technology Services provided
by CCS include:
• Randomization assistance
• CRF (Case Report Form) management
• Patient visit amendments
The goal for the CCS team is to
successfully exceed study specific
requirements identified during the
project implementation. Our tailored
services, delivered through an
integrated support channel, help to
simplify your journey through the
clinical trial process.
The Customer Care Services team
operates from globally dispersed
locations, with the scalability to support
any level of study size and complexity
anywhere in the world. We provide a
biopharmaceutical-focused service
highly integrated with specialist clinical,
medical, technology and regulatory
expert networks. We connect the dots
to drive an effective and site focused
support service.
• Investigation and resolution of patient
on-site issues
• Coordination of patient data enquiries
across multiple integrated
technologies
• A nswering “How to…?” questions on
technologies used during the study
• E stablishment of quality and
adherence to defined scripts and
processes for correctly handling
enquiries as defined during the study
implementation phase
CUSTOMER CARE SERVICES
1
Global Biopharmaceutical Service Center
eClinical
Clinical
Medical Information
Trial Supply
www.PAREXEL.com
PAREXEL INTERNATIONAL CORPORATION
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