PHT Study Support Center

According to our clients, PHT's internal Study Support Center (SSC) is one of the most valuable services we provide. Staffed exclusively with PHT experts trained in each active client study, the SSC resolves over 95% of all support issues on the first call. Multilingual study support is available through our Charlestown, MA, and Geneva, Switzerland, help desks, 24x7.

Solving Problems… Now

PHT understands the importance of each clinical trial, and how delays due to technology could be costly and frustrating. That is precisely why we have invested in developing a professional internal Study Support Center with immediate access to Tier-2 technical resources, which empowers the team to solve problems quickly.

Available Around the Clock

PHT’s help desks provide expert support, 24x7, to clients and end users around the world. Our SSC professionals are available for live support 20 hours a day, Monday-Friday, and are actively engaged with call-back pager support for all other times. With PHT, friendly and fast support is only a phone call away from anywhere in the world.

Global Support Options

Because PHT implements complex trials with sites all over the world, it is important that our SSC supports multiple languages. Our help desk professionals are fluent in several languages, including English, French, Spanish, Italian, German and Portuguese. Should we receive a call in a language we don't support internally, we immediately conference in our translation partner, TransPerfect and seamlessly continue the call. For Japanese trials, we partner with a leading provider for localized help desk support and project management.

Issue and Trend Tracking

Every call that is received by our SSC is tracked with a Remedy ticket, which ensures proper handling and escalation, if necessary. These reports are used to analyze call volume patterns and trends per trial, and are reviewed with sponsors by the PHT Project Team on a regular basis.

Learn More about the Study Support Center

What questions generate the most calls? What is the typical call volume per site? Is it better to have subjects call their site or PHT directly for support? Contact PHT for answers to these questions or any others you may have.