My name is Morgan and I’m the Customer Operations Manager at Clinically Media. A main aspect of my job is managing research sites participating in specific clinical trials. I make sure they have all the information and materials they need in order to succeed. And more importantly, I keep them engaged and motivated to fill the trial!
My passion for customer success management began during my time at the Leeds School of Business at CU Boulder, where I majored in Management. Since then, I have maintained a track record of success in customer support roles. Prior to joining the Clinically Media team, I helped customers manage their payroll and Human Resource software as a Customer Success Advocate at Gusto.
In this blog, I’m going to discuss the top five ways I keep our sites engaged and motivated throughout a clinical trial.
1. Introduce Yourself
It may seem obvious, but the introductory phase lays the groundwork for a positive customer relationship. This is your first time engaging with the Site Coordinator, so be confident, friendly, and ready for any immediate questions.
Primary Investigator and Site Coordinator’s name
Site’s mailing address
Phone numbers with extensions (if available)
Having this information confirmed immediately will save your team time and energy when sending packages, email updates, and trying to get in contact with the correct people.
4. Incentive Campaigns
Since the majority of qualified patients were coming from the sites, Neuraly decided to implement an incentive bonus program for the research centers in order to screen more patients. The site received an additional amount of money for every patient screened during a specific timeframe. We were hired to make sure the incentive bonuses were communicated correctly to the site.
Additional study flyers and postcards to leave around their office
Screened patient chart in order to track their bonuses
We received a lot of positive feedback from sites regarding the promotional products. One site’s response, “Thanks for the little box of goodies, I gave two items to a subject and kept a pen for myself!” The sites were happy to hear about the additional bonuses they could receive, and the packages added an extra sense of appreciation.
Throughout difficult trials, sites need extra encouragement. Even though added bonuses aren’t always an option, simply showing sites that their efforts are appreciated will re-engage them and ensure your trial is their top priority.
5. Go above and beyond
Last but not least, always go above and beyond for your research sites! At the end of the day, they are the ones conducting the actual trial, so its success depends on their engagement, commitment, and attitude. It’s your responsibility to ensure research sites are happy by providing them with the resources and support they need from start to finish.
In my experience, the below attributes will help you form a positive relationship with your research sites:
Be friendly and supportive – Service can make or break a working relationship.
Always be asking how you can help – Even if a site brings up something small and says, “But you can’t help with that”, come up with ideas to implement anyway.
Emphasize you are there to help the site, not just the sponsor – This is a partnership. You and the site are a team with a shared goal of filling the clinical trial.
In conclusion, there are many ways to keep your research sites engaged throughout a clinical trial and these have been the top five in my experience. First impressions set the standard of your relationship. Check-in’s will keep you and the site prepared and up to date. Tracking allows for overall success and reporting. When applicable, incentive campaigns will re-engage your sites. And going above and beyond will create a positive and lasting relationship with the research sites!