What makes your clinical research site successful? We all hope to be able to fully answer this question someday, but RealTime Software Solutions is working tirelessly to make meaningful improvements in site operations to help Research sites, Site Networks, Universities, and Hospital systems find their ultimate success.
In a conversation with RealTime’s Vice President of Business Operations, Scott Butcher, MBA, we discuss what their motto of “Your Success is Our Success” means to the RealTime team and how it drives the work that RealTime does each and every day.
Scott, tell us what “Your Success is our Success” means to RealTime?
While delivering amazing customer experiences has always been a priority at RealTime, our strategy evolved further in 2020 as we adopted the theme of “Your Success is Our Success.” Central to this is the idea that on every interaction, whether personal in nature with a member of our team, or through the experiences our customers have while using our research software, we strive every day to deliver outcomes that ultimately drive success and value to our customers. We also know that there is a multiplier effect from our actions. If we can ensure that our customers are successful, the speed at which a new drug or vaccine hits the market can be accelerated and ultimately help us save more lives in the process. Nothing is more motivating to our RealTime family then achieving this goal, especially now, as we provide the necessary tools for our brave customers on the front lines who are working tirelessly to bring forward a cure for COVID-19.
What is a key element of the “Your Success is Our Success” theme?
We feel that a critical component to achieving success for our customers is to always think and operate with the end users experience in mind. To accomplish this, we’ve prioritized our development processes to think like clinical researchers. As a result, we are developing software based on Coordinators, Recruiters, Site Managers, Investigators and other research staff member’s desired experiences. Our customer’s feedback ensures the capabilities incorporated within our research software enhances their daily workflow and provides greater efficiency, visibility, quality, and ultimately leads to increased production and success for all of our RealTime users.
How valuable is customer feedback?
Simply put, customer feedback is central to our Strategic Priorities, Development Roadmap as well as our Customer Service Strategy. We’d like to think that we know what a perfect solution looks like but at the end of the day, we have to bring to market solutions that adapt to the ever-changing needs of the clinical research industry. The valuable interactions we have with Sites, Sponsors, CROs and other industry experts provides greater insight into what is working well, but more importantly, where further innovation is required in order to meet the growing needs of all stakeholders and streamlining a very complex and highly regulated environment. We are extremely proud of the fact that RealTime was built from feedback provided by our customers. Without this valuable feedback, we’d be acting on a hunch rather than the true voice of our customers and the needs of the industry.
How does RealTime capture and utilize feedback from customers?
RealTime takes customer feedback very seriously, and we believe this is one of the many differentiating factors between ourselves and our competitors. Throughout a customer’s journey with RealTime, we continually seek feedback through various methods such as conferences, customer satisfaction surveys, software rating agencies as well as through the daily interactions our customers have with our Customer Success team. Realtime is extremely proud and thankful for our 5-star ratings on Capterra. The testimonials provided by our valuable customers provide constant motivation to our team and reaffirms that our customer-first strategy is truly making a difference. We also appreciate and encourage constructive feedback, because at the end of the day, we know that finding software solutions to our customer’s problems ensures a more efficient clinical research process for all.
Thank you, Scott, for your input and insights into RealTime’s strategies for customer success. Your success in clinical research is closer than you think. If you have questions about RealTime Software Solutions and would like to take the next step towards successful research, call us today at 210-852-4310.