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Synexus Partners With Firstsource to Enhance the End-to-End Clinical Trial Experience

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Synexus, the world’s leading Site Management Organisation (SMO), has appointed Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), an RP-Sanjiv Goenka Group company and a global provider of customized Business Process Management (BPM) services, to review and support its customer communication touchpoints across the UK with the aim of creating real time responsiveness and dialogue, leading to an enhanced patient experience throughout the clinical trial process. The customer win marks Firstsource’s entry into the UK’s burgeoning healthcare industry.

Synexus is the world’s largest multi-national company dedicated to the recruitment and running of clinical trials at its own research centres across the globe. The company decided to partner with Firstsource because of its deep domain expertise, innovative and multi-channel delivery strategy and unmatched focus on quality, productivity and customer experience.

Commenting on the partnership, Gavin Snell, President, Customer Management, Firstsource Solutions, said: “In today’s multi-channel world, multiple touch points are becoming a business necessity rather than a ‘nice to have’, and the health sector is no exception. Whilst Synexus has offered numerous engagement opportunities to its patients this project will take the business to the next level and really transform the patient experience.”

Identifying and communicating with patients today that are willing to participate in trials can be a significant challenge due to factors such as information overload. Synexus is keen to adopt a streamlined process that offers consistency across multiple channels and builds awareness and understanding of the benefits that clinical trials can bring for patients thus leading to better engagement.

Discussing the partnership Sarah Beeby, VP Global Strategic Service Development said: “We selected Firstsource as our partner of choice because of the significant experience they have with major consumer brands that are highly sophisticated when it comes to adopting a multi-channel approach. We hope to learn from their experiences and apply these to develop a communications strategy that will boost the awareness of clinical trials. Health, science and medicine are significant parts of all of our daily lives and, therefore, we believe engaging content and targeted messaging across a variety of platforms will enable many more people to understand the benefits clinical trial participation can bring. Through this approach we believe we will be able to motivate a greater number of individuals to participate in clinical trials and engage in patient communities. These benefits will also carry through the life of the clinical trial, as this approach will enable us to provide tailored information to the clinical trial participants ensuring they feel well informed and stay motivated to the end of the study.

“Our partnership with Firstsource is intended to ensure that we consistently create an environment that supports the patient and respects the commitment they have made from the moment they enquire about participation to the end of the trial. This partnership is very exciting and, we believe, has the potential to change the way clinical trials are portrayed in the UK and our other countries.”

About Firstsource

Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), a RP-Sanjiv Goenka Group company is a global provider of customized BPM (Business Process Management) services to the Banking & Financial Services, Insurance, Telecommunications, Media and Publishing and Healthcare sectors. The company’s clients include FTSE 100, Fortune 500 and Nifty 50 companies. Firstsource has a “Rightshore” delivery model with operations in India, the Philippines, Sri Lanka, the UK and the US. (www.firstsource.com).

About Synexus

Synexus® is the world’s leading Site Management Organization (SMO), dedicated to the recruitment and running of clinical trials at its own research sites across the globe on behalf of its pharmaceutical, biotech and CRO clients. Synexus operates a global network of dedicated research sites, focusing on cardiovascular, metabolic (diabetes and obesity), musculo skeletal, respiratory and CNS (dementia and pain) trials mainly in phase III.


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