Customer Care Center

Perceptive Informatics offers a full service Customer Care Center. This 24 x 7 organization has been operating successfully since 1998, supporting hundreds of applications concurrently. Options include multilingual support, up to 160 languages. Our expert customer care team has extensive experience supporting Perceptive’s IVRS, Portal and CTMS applications, as well as 3rd party Electronic Data Capture systems.

Perceptive Technologies

Customer Care services are included in every Perceptive technology or service agreement. The team is physically located in our corporate location in the Lowell, MA, USA office. All incoming issues are recorded and tracked, and reports are provided to each customer on a periodic basis, defining trouble spots and opportunities to improve the project. Improved site education is often the result of the customer care report analysis.

EDC Support

Perceptive also offers Customer Care as a service for projects that do not include Perceptive technology. This experienced call center supports many Electronic Data Capture (EDC) projects, in addition to other technologies that might be included in a project. For this scenario, the project team, sites, sponsor personnel only need one telephone number in order to contact a team of experts supporting all the technology on the project, which is very straightforward and convenient.

Clinical and Medical Escalations

Often on a clinical project, there is a need to contact the clinical representatives or medical experts round the clock. The Customer Care team can be used as a point of contact, who can connect the caller with the appropriate designated resource, real time. This way, the convenience of managing a single number to get any support needed, any time, can be leveraged. Reports to the sponsor and project team display issue characteristics for use in improving the study and support as necessary.