About
Our client is a highly reputable and experienced phase clinical research organisation working closely with global pharmaceutical and biotech companies.
Problem
They were struggling because much of their processes were manual including recruiting and screening process as well as keeping in touch with their patients during their medical journeys – pre-and post-trial – meaning that they couldn’t serve the end user as they wanted to.
Additionally, they started the journey with an implementation partner located offshore who became insolvent before the project began putting them behind in their objectives.
Manual / time intensive scheduling processes
Manual and disjoined call centre processes
Lack of telephony integration – another manual process
Inability to track trial patient journeys
Inability to track trial patient adverse events
Solution
Salesforce recommended 8Squad to the client as they provide an experienced onshore delivery solution and are a competitive alternative to a global tier one consultancy firm. Our solution involved:
- Call centre and appointment scheduling with Salesforce Service Cloud
- Clinical trial journeys with Marketing Cloud
- Solutions mapped to the Aged Care Quality Standards | Australian Government
The Outcome
Our client went on to become a powerfully nimble operation even being able to shift direction quickly and timely to be able to deliver clinical trial stage of a potential COVID-19 vaccination.
