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Help Desk Services

Comprehensive support for your clinical trials

Our help desk services provide first-level support to maintain the day-to-day operations of your clinical trial, improving efficiency and elevating service levels. Outsourcing this essential service can reduce costs and improve your overall margins.

Features include:

  • Global infrastructure: Established global infrastructure
  • Multilingual support: Expert language translations in 180+ languages
  • Regulatory compliance: 21 CFR Part 11 compliant ticketing system
  • Quality assurance: Continuous monitoring for training and service excellence
  • 24/7/365 support: Around-the-clock service availability

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

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.

  • Available via telephone and/or email
  • Country specific toll-free numbers available with secondary toll numbers as backup
  • Automated call routing for seamless user experience
  • Average response time under 15 seconds
  • Full traceability and incident tracking with customised metrics to monitor SLAs and response times

Language Management

We support over 180 languages with additional languages available on request, ensuring comprehensive global coverage for your trial. Our complete translation process guarantees clarity and accuracy in all communications. 

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