Case Study: TrialSpark

As a well-funded technology startup, TrialSpark found their internal systems needed a digital transformation due to the inability to:

• 1. Manage high volumes of support cases or the influx of new subjects for clinical trials and studies
• 2. Visualize the patient enrollment pipeline of new studies
• 3. Route clinical trial caseloads to the appropriate research coordinator or clinical support agent
• 4. Integrate with their cloud-based telephony platform and the internal operational application
• 5. Escalate patient support to a clinician or physician for review
• 6. Keep patients informed of the various milestones of their clinical trial or next steps
• 7. Deliver public FAQs based on specific clinical trials

VALiNTRY360 helped TrialSpark overcome these challenges by:

• 1. Deploying Service Cloud and Shield to manage in the influx of patient enrollments while integrating the platform with the internal operation application
• 2. Setting up various work queues to support numerous stages of the clinical trials
• 3. Using Omnichannel to route work to the appropriate clinical support agent based on queue availability
• 4. Integrating AWS Connect with Service Cloud to create a seamless experience for the support agents when receiving inbound or placing outbound calls
• 5. Deploying a public-facing community for clinical trial subjects with the ability to self-services using study-specific Knowledge articles and case deflection features
• 6. Creating a flow to support the escalation path based on specific study criteria to route to the appropriate clinician
• 7. Creating reports and dashboards to isolate the patient experience of the studies, identify enrollment volumes, and measure the SLA of the clinical support agents
• 8. Connecting Service Cloud with Marketing Cloud to create a clinical study experience and journey with triggered emails/SMS based on the patients engagement in the study