Clinical Trials Day serves as a reminder of the critical role that clinical trials play in advancing healthcare by evaluating the safety and efficacy of treatments, medications, and medical devices. As we celebrate this day, we acknowledge the contributions and collaboration of professionals involved in clinical research – as well as the participants, who make clinical trials possible. Their collective efforts continue to drive progress and bring hope to millions worldwide.
A pioneer in electronic data capture (EDC) solutions, Mednet was founded in 2001 to enable clinical research teams to streamline data collection and related processes. Today, life sciences sponsors and contract research organizations (CROs) around the world use Mednet’s technology to conduct a wide range of clinical research across nearly every therapeutic category. Thousands of studies have been conducted on the platform to date, the five most common being oncology, cardiovascular, ophthalmology, orthopedics, neurology.
Throughout Mednet’s 23 years in business, we have had the pleasure of building countless relationships with clinical research professionals and teams – many of whom have played an instrumental role in shaping our platform’s development roadmap. Committed to long-term customer success, our teams regularly survey and collaborate with customers to ensure our technology, capabilities, service and cost are meeting the emerging needs of the clinical research industry – actively translating requirements and priorities into our product strategy.
Advancements in medical science, new data sources and increasingly complex study designs are consistent drivers of change in the industry. Together we continue to innovate and adapt to new trends and challenges – such as enhancing participant engagement and diversity, building on decentralized trial technologies, streamlining integrations, navigating the roles of AI and ML in clinical research. Highly flexible, feature-rich, easy-to-use, and equipped for integrations, the Mednet eClinical platform is purposely and uniquely designed to enable research teams to easily adapt to the rapidly changing environment.
Customer Success in Clinical Trial Technologies
Customer support is crucial to any technology offering but has specific importance to clinical research solutions. These technologies are generally created to infuse speed, accuracy, and compliance into clinical data collection and handling processes. Missed deadlines, errors, and noncompliance are concerning. Still, they can also represent much more significant risks, including threats to patient safety and delays in moving a promising investigational product through development.
Our customer success approach aligns with our product strategy. It prioritizes flexibility with a variety of support options available to customers and users. The approach is designed to enable research teams to access any level of support, ranging from a turnkey self-service model to full study build support, while also allowing key study roles and users to get the help they need when and where they need it. This is designed to meet the need of high-volume and subscription customers who build studies on their own and use the software when they need it. At the same time, our approach supports smaller research teams with fewer studies or those who may need additional support to get their study up and running.
Easy-to-use, flexible and efficient technology is critical to the success of a clinical trial. Ideally, the technology is so seamless and easy-to-use that it requires little, if any, assistance. However, highly complex clinical trials are typically time-sensitive and include multiple trial sites and user roles. Users must have access to efficient customer support when they need it.
Mednet’s multifaceted approach is designed to address different users, different roles, and diverse learning preferences in the customer journey toward success.
Integrated Technical Support
In a perfect world, your study will go exactly as planned, your research teams and sites will not have any questions about how to use the software and there will never be any changes requiring assistance. While the Mednet platform is designed to be highly intuitive and easy-to-use, we know that there will always be situations requiring technical support. The ability to easily access a technical support team that is efficient, knowledgeable and understands unique study requirements is critical to keep a study on track.
The Mednet Customer Success Model incorporates a holistic approach to technical support. The team is purposely comprised of experienced team members who lead and are involved in customer projects. This approach gives iMednet customers access to someone who understands the unique requirements of the study and is proficient in the software, because they use iMednet daily. Populating our technical support team with proven expertise is part of our first-call resolution strategy to address the issue promptly. The technical support team is empowered to pull in the appropriate internal resources, including product development, as needed. Because of their unique understanding of iMednet and the nuances of clinical trials, they are well-positioned to triage issues and guide customers toward quick issue resolution. At the same time, this approach presents a natural information sharing loop with our product development team to inform and optimize future product releases.
Expert Build Services
There are instances where customers choose to have Mednet build their study for them. Mednet’s blog, To Build or Not to Build, exams the considerations research organizations should consider when determining whether to build their own studies.
With Expert Build Services, the Mednet team leverages their understanding of clinical requirements, therapeutic category expertise and their extensive experience using iMednet to build a study quickly, while addressing unique study and customer requirements. This experience also helps them effectively guide customers in using the tool while providing a broader, more strategic view of the project and how best to accomplish the customer’s goals.
Mentoring and Build Support
iMednet customers who decide to build their studies may require different levels of support. Those teams who are well-versed in electronic data capture tools and processes may only need occasional guidance. As part of Mednet’s Mentor and Build Support services, these teams have 24X7 access to the Mednet Learning Management System (LMS). Within the system, users will find a library of courses that include hands-on videos, documented best practices, and comprehensive designer guides for each class.
The Mednet LMS provides comprehensive training on key topics such as role-based security, business logic, and reporting with additional programs for the premium modules available in the platform. Each customer is also assigned a Mednet team member as a mentor to guide them through the LMS, answer questions, and share best practices. The mentor provides feedback and practical assignments to reinforce user learning.
The mentoring component takes the training programs one step further and provides designers with additional support. After designers successfully complete the assigned courses, they are again paired with a dedicated mentor to guide them through building their first studies.
Opportunities to Engage and the Pathway to Success
Regardless of the ‘Path to Success’ that customers choose, the Mednet Customer Success Model provides a constant feedback loop between customers and the iMednet product development team. Customer success team members facilitate interactions with the broader Mednet team. These discussions occur in various formats, including one-on-one meetings, annual user group meetings and training sessions. They help us understand emerging requirements and, prioritize our product strategy through multiple channels. The interactions also help customers understand the rationale behind the product development roadmap. This ongoing dialog also enables us to respond quickly to changing requirements across the industry and to focus our roadmap on what matters most to our customers, ensuring their success.
Happy Clinical Trials Day (#CTD2024) to our peers and colleagues in the clinical research arena navigating the complexities and accelerating results. To learn more about our flexible clinical trial solution and how we can help support today’s demands, please contact the Mednet team.