Perceptive Informatics, the eClinical solutions provider and subsidiary of US-based bio/pharmaceutical services organisation Parexel International, has opened a Customer Care office in Shanghai to service biopharmaceutical researchers using Perceptive solutions in China and Taiwan.
The Shanghai office staff will initially be responsible for supporting clinical studies that make use of ClinPhone RTSM (randomisation and trial supply management) and Datalabs EDC (electronic data capture) software and services.
They will also be the first point of contact for clinical site staff, clinical research associates and trial sponsors who have IVR/IWR (Interactive Voice Recognition/Interactive Web Recognition) systems questions relating to live studies.
All Customer Care staff in Shanghai will be bilingual Mandarin/English speakers, with Mandarin their native first language. The aim is to provide immediate help-desk support from the office without any additional need for translation services.
“China has a thriving pharmaceutical and biotechnology industry and is a priority market for many pharmaceutical and biotechnology sponsors,” noted George Hunnewell, corporate vice president, operations for Perceptive Informatics.
“Through our experience in running hundreds of global clinical trials, we have identified that a robust, native-language help desk is critical to ensuring the smooth and successful implementation of clinical trial technology.”