The Client & Their Challenge

A global leader in specialty laboratory research and clinical trial solutions relied on Harte Hanks to provide continuous, expert technical support for its Lab Results GXP platform—a critical system used by hundreds of investigative sites across North America, Europe, and APAC.

As operations expanded across time zones, the client’s internal support model struggled to maintain coverage and consistency. Gaps in service, delayed response times, and escalating volumes threatened regulatory compliance and platform reliability. To ensure uninterrupted access and data integrity, they needed a scalable support model with both technical depth and around-the-clock responsiveness.

Our Approach: Building Reliability Into Every Hour, Every Time Zone

Harte Hanks implemented a dedicated global technical support team structured for seamless, 24/6 coverage. Combining specialized expertise with disciplined process design, the model ensured uninterrupted support and strict adherence to compliance standards.

Our team included senior and mid-level specialists trained in GXP protocols, systems validation, and proprietary platform architecture. Working in coordinated shifts across U.S. and EU time zones, they delivered consistent, high-quality service—every hour, every day.

Key components of our solution included:

  • Tier 1 & Tier 2 Support: Managing issues from access and authentication to advanced functionality troubleshooting.
  • Specialized Technical Talent: Developers and analysts trained in regulated systems and compliance workflows.
  • Follow-the-Sun Coverage: Continuous, real-time support across global time zones, including nights, weekends, and holidays.
  • Failover & Redundancy: Built-in continuity ensured no downtime or backlog during shift transitions or volume surges.

The Results: Sustained Uptime and 100% SLA Compliance

Within just 90 days, the Harte Hanks team was fully trained, integrated, and operational—delivering immediate improvements in service quality and stability.

Measured outcomes included:

  • 100% SLA compliance across all ticket categories.
  • Zero service interruptions despite multi-region coverage.
  • Full operational uptime, ensuring continuous research continuity for hundreds of users.
  • Rapid ramp-up from contract award to full implementation in under three months.

The Harte Hanks Difference

At Harte Hanks, we combine technical precision with human insight to create support experiences that go beyond resolution—they build trust.
Our ability to design global support ecosystems that anticipate needs, protect uptime, and maintain compliance helps clients focus on what matters most: advancing science and improving lives.

Also of Interest