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Ask Me Anything: Getting the most out of new software

Tony Sciucco – Director of Customer Success

Tony Sciucco, Director of Customer Success, boasts over a decade of experience in customer success management and championing customer-centric tech solutions. Below Tony dives into why clients chose CRIO eSource, the impact on protocol deviations, what clients really want, tools for customer success, and shares his advice for companies running clinical trials.

What do customers look for in an eSource provider?

Clients switching from paper to electronic are primarily looking for ease of use in the eSource product. They want to create the bridge from written protocol to electronic protocol with simplicity. Automation on the backend of CRIO simplifies the process of how the clients interact within the visit, content of protocol, and the opportunity to create systemic automation.

Customers look for a quality user experience in terms of platform design and functionality. Customers are also looking for tech stack consolidation – making sure that you are not logging into multiple portals to accomplish things that can happen under one umbrella. CRIO does this really well. In addition to eSource, having systems that tie together is fundamental from a client perspective. 

What tools do you use to ensure customer success?

Customer success directly correlates with the customer satisfaction rate. CRIO releases NPS surveys and customer satisfaction surveys multiple times a year to gather client engagement and satisfaction rates. CRIO’s support team utilizes live chat which is directly integrated into the CRIO platform.

Another tool is the Advanced Help Center which houses our forum, CRIO Academy, document center and all other resources to ensure customer success.

How and why do most clients chose to implement CRIO? What does the implementation look like and how does CRIO make it easy?

Technology adoption and implementation is always going to be process-driven. CRIO has taken efforts to streamline the implementation process, emphasizing on things that “you do we do.” What information do you need to provide to CRIO so we can set you up in the system and configure the platform. CRIO’s implementation team takes our clients through structured implementation guidelines to make sure that projects are progressing in both training and configuration of the platform. CRIO wants to ensure our clients succeed on the platform.

Another benefit of CRIO is tech consolidation – making sure that the system for CTMS, finance, recruitment, eSource, etc. all tie together to simplify the process. Clients that don’t adopt the CRIO method will have to go into multiple systems which can be cumbersome clicking into multiple portals. Transferring from paper to technology delivers ease of data access. This type of digital transformation is a huge benefit of upgrading to CRIO.

How does CRIO reduce protocol deviations?

This starts at the recruitment phase of any engagement with a subject. You must make sure that they are eligible and fit the criteria of the status of what the study is looking to capture in terms of data. CRIO can be built in terms of system automation, if data is collected at the time of subject screening we can get elements that would remove them from eligibility before the subject even walks into the door.

One example of a protocol deviation is BMI that would exclude them from a study. If the CRIO system finds the BMI is above the natural index, then the subject is not eligible to go forward with the study. CRIO can build in logic within the platform to capture deviation points before the subject even has to waste their time walking in the door. This allows faster evaluation of protocol deviation and the ability to build out criteria based on study parameters within the system.

From your perspective, what is one piece of advice for life science companies running clinical trials?

Be patient with technology adoption. Make sure that you are aligning yourself with a solution and organization and vendor that goes stride for stride with you in training and onboarding. You must really understand the technology before going into any system. CRIO is different as CRIO offers support that goes beyond the implementation phase. CRIO constantly wants to make sure you want to be successful and operate efficiently. Try to protect your investment not only with system knowledge, but with system resources and people sources. Track engagement from start to finish and make sure you are successful in the system.

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