Support
Support Overview
To meet the stringent support level requirements of life sciences companies, regulatory agencies and public health organizations, we have developed a full set of support services to help solve client issues as quickly and completely as possible.
From 24x7 access to our multilingual customer support representatives for investigators to second-level support for sponsor technical staff, customers can select the service options they need. In addition, customers have access to Phase Forward’s extensive support materials including user-friendly training documents, troubleshooting guides, and a comprehensive knowledge base.
To ensure that we continually meet our service level targets, we monitor our performance through monthly reports.
Support Process
Customer support representatives are available to answer questions and resolve issues by telephone, fax or email. At first contact, a customer representative logs the request for help and begins troubleshooting. The types of activities performed included testing to replicate the issue, performing in-depth research, or referring the problem to higher-level technical engineering or development staff. When the problem has been resolved, the client is informed and the call is “closed out.” All information gathered through the process is recorded in our extensive knowledge base for future reference.
Global Support Center
The Global Support Center (GSC) provides 24x7x365 First Call Resolution customer support to over 60,000 hospitals and sites, in 101 countries around the world. Our First Call Resolution methodology is applied to resolve more than 90% of support events (call, fax or email) on the very first call to the Global Support Center.
Languages currently supported as standard include: English, French, German, Italian and Spanish. Additional languages such as Japanese, Russian, Polish and Portuguese are also currently available. read more
Advanced Technical Support
The Corporate Applications Group (CAG) provides second-level support for events that cannot be initially resolved. The CAG team works to identify and maintain streamlined support processes that allow for rapid turn-around time and quality delivery on some of Phase Forward customers' most complex challenges. read more
User Training
As part of our ongoing commitment for successful technology adoption and efficient and validated use of our products by all types of users, we provide a full range of comprehensive training options. Our all-inclusive training packages include the knowledge transfer, the learning environment, and the reference materials necessary to teach individuals how to implement and use our products while applying our industry-leading best practice processes developed over nearly a decade of clinical experience. read more