Evolving with Our Clinical Users – Part 2

Part 1 of our two-part series on keeping up with our users revolved around different components of developing effective communication feedback loops: establishing many touchpoints, cultivating customer engagement programs, collecting user feedback to plan the future of our technology, continuously investing in the platform UI, and prioritizing the practical needs of clinical research teams.

For Part 2, here are five more investments in communication that help Trial Interactive stay in sync with the growth of our users:

1. Dedicated Account Personnel 
   
   Nobody likes dealing with companies that make it hard to access a real person. Trial Interactive customers can always reach us. Each customer, at a minimum, has dedicated account and project managers, as well as a 24/7/365 support team available by email, phone, or in person. Customers with greater support needs benefit from even more staff touchpoints, such as members of our implementation team or our TMF services team. We make it easy to talk to real people with real expertise.
   
    
2. Consistent Customer Experience across All Touch Points
   
   Our goal is to create an experience that feels consistent, whether interacting with the technology or our team members. We want it to feel practical, easy, expedient, and empathetic. The technology was created by clinical professionals who lived the problems of our users, and we are dedicated to always keep that in focus. We are investing heavily in continuing to cultivate this consistency. Numbers 1 and 2 from Part 1, on customer feedback and engagement, and number 1 above ensure a healthy feedback loop that informs the evolution of the overall experience.
   
    
3. Providing a Knowledge Center
   
   Training has always been part of our service. However, we plan to make this much, much easier in the coming year by launching a knowledge center that will be available to all multitenant users. This will make it as easy as a few clicks to get whatever product information you need, anytime you need it, directly from the platform interface.
   
    
4. Release Communication and Training
   
   In highly regulated environments, change can be challenging to navigate because of all of the work that needs to be done to align with compliance requirements. Our systems are all validated before release, but our customers often still must conduct their own validation, independently or with our support. This means releases need to come with sufficient notice and training/information. Little is more frustrating than when an application you use suddenly changes, and you find yourself less comfortable with the experience. We provide release emails with release highlights, in-depth release notes, free training for the Trial Interactive community, and updated user guides to make the change as pain-free as possible. We also plan our releases such that we are very delicate with how we alter familiar workflows, so as never to introduce too much change at any given time.
   
    
5. Constant Investment in Support
   
   “I love bad customer service,” said nobody ever. Customer support needs to feel like help, not like a chore. Another way we are improving the experience is by investing in internal processes and systems that power our support services. The best customer support is an extension of the platform experience itself. It focuses on ensuring clinical operations teams receive the critical response time necessary to get things done, just as they expect to get things done with the platform daily to stay inspection ready.

We hope this series sheds some light on a handful of the ways we challenge ourselves to meet the demands of a constantly evolving industry. The current and emerging needs of clinical research professionals are packed with nuance. These same professionals look to us to navigate the fine details and roll out updates with new features that capture the needs of an industry, not just a single clinical team. Staying close to the ground has made Trial Interactive a leading eTMF and e-clinical platform for over 10 years, and we plan to explore more and more ways to facilitate this essential collaboration that will deliver the future of e-clinical technology with each iteration.

For more information on Trial Interactive, visit us at https://www.trialinteractive.com or contact us to schedule a discussion or demo.