Client Services
Exceptionally-prepared client services teams. For consistently-superior sponsor, site, and patient experiences across all products for the life of your trial
Average build time
5.4 weeks
from URS approval through UAT, for complex trials
Median resolution time
< 18 min
for high priority help desk tickets
Services teams
100%
with complex trials experience
Team Structure
Clinical trial technology teams recruited based on their talent and our values. Trained comprehensively. Organized around you. And permanently assigned to your study.
The result? A Client Services team with deep functional expertise, knowledge of your specific protocols, and a holistic understanding of the trial process, therapeutic domains, and the challenges faced by key stakeholders. A team that brings keen insight and calm guidance to every new challenge you, your colleagues, and your clinical sites face. A team that works to earn your respect, from the first day of study design to the final day of system archival, and every day in between.
There’s some kind of process with their training that really works. They’re so proactive, asking us ‘What about this or that?’ … They’re a bonafide partner.”
Rick O'Hara, Director, R&D Business Operations, Endo
MEET THE TEAM
-
“Training, transparency, and culture provide a sense of team and motivation."Eric, Manager, Device Management and Logistics
-
“I appreciate how I can collaborate with anyone at Suvoda. They’re always willing to help.”Courtney, Project Manager, Services Delivery
-
"We believe in providing great service so our clients can focus on what matters most, their patients."Sergio, Senior Project Manager, Services Delivery
-
"We all strive for perfection and challenge each other to come up with a better solution."Mihai, Manager, Services Development
-
“Training, transparency, and culture provide a sense of team and motivation."Eric, Manager, Device Management and Logistics
-
“I appreciate how I can collaborate with anyone at Suvoda. They’re always willing to help.”Courtney, Project Manager, Services Delivery
-
"We believe in providing great service so our clients can focus on what matters most, their patients."Sergio, Senior Project Manager, Services Delivery
-
"We all strive for perfection and challenge each other to come up with a better solution."Mihai, Manager, Services Development
The Support Experience
Our expert triaging enables fast access to the right trial support team member—and fast resolution of end-user issues.
General business software service largely revolves around common, easily addressed problems. For instance, a password that’s lost or not working. That’s not the case in today’s clinical trials, where knowledge of the specific clinical protocols—and associated system modules—for a given client are critical.
In fact, we find that approximately 80% of service requests are protocol-specific. That’s why we designed our Client Services organization and processes to ensure that dedicated Project and Technical teams—the people who know your trial inside and out—support clients for the full lifespan of a trial. This is alongside our Customer Care and Technical Support teams. It’s how we serve you wisely, so you can trial wisely.
Related Insight
Partner Network
Speeding implementation—and innovation—in trials
Partner Network
Speeding implementation—and innovation—in trials
Integration
Seamless technology in complex trial ecosystems
Integration