Customer Commitment

Our Customer Commitment to Optimize Your Clinical Trial Outcomes

At the core of our business is a desire to become your trusted partner, not just another vendor. That’s why we’re bound by our Customer Commitment, designed to ensure that every step throughout the course of a study, from our very first interaction through to database lock is successful. This reflects our company culture and our unwavering commitment to providing you with unsurpassed service.


We pledge to:


Be Proactive.

We work with you from the onset of your study to understand the specific needs of your trial. Our Scientific Affairs team and medical experts are involved from the beginning to assess your study’s protocol and are keen to uncover any discrepancies or areas where we can improve your outcomes using Smarter Testing strategies. We’ll make informed recommendations about test selection and operational approaches that optimize the test menu, streamline the project timeline or minimize the volume of specimens required.


Be Accessible.

We are available around the clock to ensure any questions or issues are dealt with on a real-time basis. Our dedicated Project Management team provides transparency and clarity throughout our process, so you are assured of the accuracy and timeliness of the data, while our proprietary clinical trial management system (CTMS) tools capture all clinical trial testing data in a single global database, offering rapid and secure access to real-time test data, locally and globally. This ensures you have complete visibility into trial data throughout the entire process.


Be Flexible.

We adapt our services to the unique needs of your study. This flexibility allows us to work to your deadlines without compromising quality.We offer a broad menu of services so you can determine how and when you receive your study results, and offer customized materials, procedures, reporting, and data delivery options that meet our validation standards prior to the start of your study.


Be Responsive.

We treat you the way we would want to be treated, working seamlessly with your team by anticipating your needs and responding quickly to your requests. We take full ownership of your study and keep you apprised of its status through regular meetings, so there are no surprises along the way. Our senior scientific and analytical experts are at your disposal to discuss any issues that may arise throughout the course of the trial and manage them through established, global standard operating procedures.


Be Smart.

We’re savvy with our resources and yours. We continually look to bring innovative and cost-effective testing methods and strategies to your study. We’ve optimized our laboratory facilities and processes to provide greater efficiencies when it comes to the conduct of your trial. With a full-time staff including six board-certified pathologists, a director of microbiology and several flow cytometry specialists, our scientific experts know what to look for from a clinical research perspective and can offer valuable, experienced-based insight into what testing methods and strategies would work best for a particular protocol, even offering a customized menu of specialty tests where appropriate.


Experience how our Customer Commitment can optimize your next clinical trial.
Call us at +1-866-405-0400 or send a contact request online.

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