• Global Support Center
• Advanced Technical Support
• User Training

Global Support Center

Phase Forward’s Global Support Center provides a broad range of services that help ensure a high-quality customer implementation. Some of the types of support services provided include:

• Site Preparation: Phase Forward begins with a project initiation meeting where the implementation manager discusses key processes, reviews with the project team the roles and responsibilities of its members, and provides an overview of the User Management Tool (UMT) that is key to trial set-up and ongoing management.
• Site Assessment: Using proprietary tools, both automated and technical, site assessments are performed (if required) to test and record the investigator’s and sponsor’s computer characteristics and connectivity status. Phase Forward has performed site assessments in more than 60,000 hospitals in 5 continents and 101 countries around the world.
• International End-User Training: Phase Forward trains the sponsor company and its end-users to ensure they have the necessary skills to use our technology solutions. Specific training programs have been developed for the site, sponsor and those interested in deploying a train-the-trainer approach.
• Trial Management: With the help of the user management tool (UMT), Phase Forward assists sponsors with tactical study site needs that may arise, such as adding new sites and users to the study, amending site and user information, activation and termination of user accounts, and importing/exporting trial information.
• Study Site Certification and Provisioning: Phase Forward issues a Certificate of Connectivity where performance meets assessment criteria. When a site fails the study site assessment, Phase Forward follows up with the sponsor to review needed corrective actions. This may include, with the approval of the client, that Phase Forward procure, configure, dispatch, install, commission and quality control the required equipment. Upon successful completion, Phase Forward will prepare a Helpdesk Briefing document to enable its own Service and Support organization to understand and respond to site needs.

Underlying all these efforts is the significance Phase Forward places on customer satisfaction. To gauge whether Phase Forward is meeting its own internal standards, our Support group issues on average, 4,000 satisfaction surveys annually to investigators, study nurses and sponsors. Based on survey feedback, Phase Forward adjusts its own offerings and processes to continue to best meet customer needs. Quality control is as important to Phase Forward as it is to its client base.

Phase Forward’s Global Support Center is certified by the Help Desk Institute.