ERT Relocates Customer Care Team to Provide Stronger Client Support
30 June 2009 - 5:18AM
PR Newswire (US)
PHILADELPHIA, June 29 /PRNewswire-FirstCall/ -- ERT (NASDAQ:ERES),
a leading provider of centralized ECG, ePRO, eClinical technology,
and other services to the biopharmaceutical, medical device, and
related industries, is to move its dedicated customer care team to
its new state-of-the-art headquarters and logistics operations in
Philadelphia. This strategic move to expand the group will help ERT
strengthen and support its growing customer base and deliver
enhanced customer satisfaction. ERT currently operates from three
offices around the globe, with sites in Philadelphia and New
Jersey, USA and Peterborough, UK. The 30-strong customer care team
will move from its current base in Bridgewater, New Jersey, to the
new Philadelphia facility. By leveraging the resources from both
the call center and resident ECG groups, ERT will be able to
provide better technical support and customer services. This group
expansion, through modifying and merging the groups, increases
internal efficiency, provides more resources to the customer, and
flexibility to address both technical and study-specific issues.
Amy Furlong, Executive Vice President, Cardiac Safety Operations at
ERT, said, "Our Customer Care Team is an independent group that is
focused on providing 24/7 support to our customers, as well as
supporting our Project Management team. Our Customer Care and
Project Management teams in Philadelphia are in constant
communication. Therefore, we made a business decision to relocate
our Customer Care team to our Philadelphia offices to allow our
cardiac safety operations to be more aligned. Having both teams in
a central location gives us better coverage for our resources and
brings more efficiency to both services." The 24/7 Customer Care
team provides support to ECG investigator sites and incoming calls
on ECG equipment issues, queries on ECG data and requests for ECG
reports. Unlike many other customer support services, the ERT team
proactively contacts its customers to alert them of any potential
issues. The team also communicates with investigator sites whenever
new ECG equipment is shipped to confirm shipping timelines and
alerts its customers to any changes in the ERT system that may
affect them, such as world time zone changes. In addition to the
growth of the Customer Care group, ERT has increased its mechanism
to communicate and deliver customer satisfaction by developing a
new initiative - My Study Portal(TM). This web-based interface now
has many features that are available to site investigators to
provide an alternate method of customer support for items such as
re-supply ordering, query resolution, and report retrieval in a
real time basis. My Study Portal provides users with secure 24/7
access to a centralized environment to view and manage vital data,
from anywhere in the world -- on demand, in real time. For further
information on ERT and its technology and services, please email ,
call +1.215.972.0420 or visit http://www.ert.com/. About ERT Based
in Philadelphia, PA, ERT (eResearchTechnology, Inc.)
(http://www.ert.com/) is a provider of technology and services to
the global biopharmaceutical and medical device industries. The
Company is the market leader in providing centralized
core-diagnostic electrocardiographic (ECG) technology and services
to evaluate cardiac safety in clinical development. The Company
also provides technology and services to streamline the clinical
trials process by enabling its customers to automate the
collection, analysis, and distribution of clinical data in all
phases of clinical development. Statements included in this release
may constitute forward-looking statements within the meaning of the
Private Securities Litigation Reform Act of 1995. Such statements,
including, but not limited to, 2009 financial guidance, involve a
number of risks and uncertainties such as the Company's ability to
obtain new contracts and accurately estimate net revenues due to
uncertain regulatory guidance, variability in size, scope and
duration of projects, and internal issues at the sponsoring client,
integration of acquisitions, competitive factors, technological
development, and market demand. As a result, actual results may
differ materially from any financial outlooks stated herein.
Further information on potential factors that could affect the
Company's financial results can be found in the Company's Reports
on Form 10-K and 10-Q filed with the Securities and Exchange
Commission. The Company undertakes no obligation to publicly update
any forward-looking statement, whether as a result of new
information, future events, or otherwise. DATASOURCE: ERT CONTACT:
John Blakeley of ERT, +1-215-972-0420, , or, Fiona Robinson of The
Scott Partnership for ERT, +44 1477 539539, Web Site:
http://www.ert.com/
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