Earlier today, a well-known eClinical solutions provider and a subsidiary of PAREXEL International Corporation, Perceptive Informatics, announced it has opened a Customer Care office in Shanghai. It aims to service biopharmaceutical researchers in China and Taiwan who are using Perceptive's technology solutions.
While demonstrating its long-term commitment to accelerating drug development in the region, the launch further strengthens PAREXEL's footprint in Asia. Using ClinPhone RTSM (randomization and trial supply management) and Datalabs EDC software and services, Perceptive's Customer Care office staff will initially be responsible for supporting clinical studies.
Moreover, for clinical site staff, CRAs and sponsors, who have IVR/IWR system questions on a live study, the center will be the first point of contact. With Mandarin being their native first language, all customer care staff in Shanghai will be bilingual Mandarin/English speakers. Without any additional need for translation services, the intent is to provide immediate help desk support.
"China has a thriving pharmaceutical and biotechnology industry and is a priority market for many pharmaceutical and biotechnology sponsors. When sponsors work with Perceptive, they can expect high-quality service, locally supported by staff in the region," said George Hunnewell, corporate vice president, Operations, Perceptive Informatics.
He added that to ensure the smooth and successful implementation of clinical trial technology, through its experience in running hundreds of global clinical trials, it has identified that a robust, native-language help desk is critical. In the rapidly expanding Asian markets, it will be able to meet the evolving needs of its new and existing customers, through this valuable service.
In order to support Japanese investigators, CRAs, and biopharmaceutical clients, Perceptive has a dedicated team of professionals in Japan located in Tokyo and Kobe, in addition to the new customer care office in Shanghai. While providing seamless issue resolution for all users, irrespective of geography, Perceptive customer care is committed to uniform response times and quality.
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