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Philadelphia, PA, United States, 07/01/2009 – ERT 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 PortalT. 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 info[.]ert.com, call +1.215.972.0420.
About eResearchTechnology, Inc. (ERT)
Based in Philadelphia, PA, ERT (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.
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