C3i’s 1500 employees provide technology training, multilingual service desk, hardware provisioning, and break/fix, asset management, and user/application administration services for pharmaceutical sales and clinical professionals worldwide.
The partnership between C3i and CFS Clinical began in March 2013 with a training engagement, including a 30-minute eLearning module developed in English and translated into Spanish. The high level of CFS’ satisfaction led to expanding the partnership between the two companies, and beginning late February, C3i began providing global 24x365 multilingual technology support services for CFS’ Site Startup and Global Payment Services systems.
“In terms of the support services, they are live, multi-lingual resources who are readily available to our global investigators and site personnel who have questions about their site payments or site activation tasks managed in our proprietary CFS InSite platform, which includes our Payment InSite and Startup InSite modules,” Kevin Williams, spokesman for CFS, told us.
“The implementation of the help desk is a natural progression for us and supports our continued global growth, further enhancing our high-level of customer focus with toll-free phone numbers and local language support to the investigators, who are critical to the success of the clinical trials.”
The service desk is supporting active clinical trial sites in nearly 50 countries and 12 languages, staffed out of C3i’s Sofia Operations Center. Later in 2014, additional languages will be added to manage CFS’ continued scaling, supported out of C3i’s Dalian Operations Center
CFS was recently acquired by DrugDev – an interactive network and data sharing platform for 80,000+ clinical trial doctors worldwide.
”C3i’s industry and custom technology support expertise, reputation and global multilingual abilities were all factors that influenced our decision to select C3i in this endeavor. We already had a positive experience with C3i’s capabilities and professionalism, which they demonstrated by the earlier training development engagement,” said Greg Seminack, President of CFS Clinical. C3i’s ability to support proprietary applications was also a key factor in their selection of C3i as a partner, according to CFS.
Joel Morse, CEO of New Jersey-based C3i, added, “C3i is fully committed to delivering a service desk support infrastructure that will ensure CFS’ customers worldwide receive the best experience with the company’s proprietary systems.”