Almac Clinical Technologies has successfully implemented Salesforce Service Cloud, a customer service software to facilitate inquiries from clients and clinical site users requesting live project support.

Almac implemented the system to deliver a streamlined approach to client support on a 24/7 basis. Unlike ticket-based systems currently being utilized throughout the industry, this Cloud-based scalable solution replaces auto-reply emails with real-time acknowledgement and empowers Almac Clinical Technologies’ IRT Technical Support Team to respond immediately to client or clinical site-user requests, ensuring real-time issue resolution. The company says using Service Cloud for all customer support activity produces enhanced predictive analytics that depict trending issues and service request-types.

“The fast-paced and time-sensitive nature of our industry requires service providers to be ready and able to respond to issues the moment they arise. By integrating Salesforce Service Cloud into our current processes, it allows us to see a full history of previous requests and feedback that mitigates future repetition and enhances reliability, therefore quickly resolving issues raised.” said Todd Kole, vice president of Clinical Project Services.