Salesforce Case Study
Clinical Trial Contact Center Solution on Salesforce
Industry: Life Sciences / Clinical Trial Operations
Timeline: Representative Delivery Experience
Delivered a Salesforce-based contact center solution supporting patient engagement, clinical site coordination, hotline operations, and safety workflows in a regulated life sciences environment.
Project Scope
Led and delivered enterprise Salesforce and AI solutions, supporting operations across critical phases in regulated environments. Enabled concierge services, virtual research coordination, and automated hotlines to manage engagement, coordination, and safety workflows.
Business Outcomes
- • Patient concierge and clinical trial hotline workflows
- • Virtual research coordination support
- • Adverse event intake and escalation
- • Compliance-focused case management
- • Audit trail, SLA, and communication tracking
- • Site and participant lifecycle architecture
- • Go-live and hypercare support
Key Contributions
Designed scalable CRM and AI workflow architecture
Implemented intake, documentation, and escalation workflows
Built compliance-driven case management with audit trail controls and SLA tracking
Contributed to CSV execution including IQ, OQ, and PQ activities
Authored validation artifacts and system specs
Standardized data handling and audit-readiness for reporting
Architected intelligent routing and automated matching
Led enterprise go-live, hypercare stabilization, and ongoing optimization
Technologies and Keywords
Salesforce CRMApexLWCFlowsGearsetAzure DevOpsAgile DeliverySalesforce Life Sciences implementationClinical trial contact center SalesforceFDA compliance Salesforce workflowsAdverse event intake SalesforceComputer system validation IQ OQ PQ