Support
Not just a help desk.
The DATATRAK Solution Center’s mission is to provide a professional, efficient, and highly effective single point of contact for all DATATRAK customers. Support is provided to global users every day (24/7), and each email and phone call communication is documented in a ticket tracking system. The Solution Center agent provides triage for each incoming call or email and when required, serves as the liaison to other DATATRAK employees in order to provide quick resolution to each issue.
Always Available
We guarantee satisfaction. To this point, DATATRAK provides a Solution Center, not just a help desk. Our international Solution Center is available around the clock, 7 days a week, and has interpreter assistance available for many different languages. Our team’s singular focus is to provide a resolution to your issue.
Real Technical Support
The DATATRAK Solution Center is staffed by employees extensively trained in DATATRAK eClinical and clinical services in order to support customers worldwide. The representative who answers the phone is trained to answer your questions, thereby eliminating costly downtime waiting for a resolution. Our ongoing performance monitoring indicates that more than 95% of all customer questions are resolved by the agent who answers the call.
Global Support
The DATATRAK Solution Center has experience supporting more than 350 studies across all phases of the clinical study process – in over 59 countries. Studies range in complexity and size – up to 450 sites, with locations in more than 20 countries. As DATATRAK continues to expand its product and service offerings, the Solution Center continues to advance its knowledge base and team staffing to meet its growing customer base.
Multiple Levels of Support
While the Solution Center solves 95% of the incoming calls, it also provides triage for additional support levels within the organization. DATATRAK is committed to providing all resources necessary to resolve your issues in a timely, professional manner.