Measuring success through relationships

Collaboration helps achieve operational stability
by Ellen Cooper
3-minute read
Coworkes chatting happily

Business results can be measured in numerous ways. Often, organizations measure success based on customer satisfaction, performance reviews, quality of work and efficiency, and even through business relationships.

In fact, sometimes the best results are direct outcomes of business relationships, such as a vendor partnership. While business relationships are strategic, they also encourage collaboration and establish trust. Because these partnerships are valued relationships, in turn, they can help drive business results.

Such is the case for Crown CRO, a global contract research organization (CRO) headquartered in Finland. Crown specializes in customer-oriented, competitive and flexible services for clinical trials and regulatory affairs. Crown’s mission is relationship-based – it focuses on providing top quality services to its customers while collaborating to build a better and healthier world.

Our customers rely on us because they know that we can provide high-quality solutions. IBM Clinical Development has helped us manage data more smoothly and keeps our customers satisfied.
Veronica Kalhori
Communication and Brand Manager, Crown CRO

“At Crown, we value our customers and serve them with a high level of motivation and devotion by using up-to-date technical solutions,” says Veronica Kalhori, Communication and Brand Manager at Crown. “Our strength lies in our professionalism as we guide our customers through the entire study. We pay very close attention to quality, which is our biggest focus when serving our customers.”

So, when the Crown leadership team was looking for an electronic data capture (EDC) solution that would best serve their customers, they turned to IBM® Watson Health® and its IBM Clinical Development solution. The Crown team immediately saw the benefit of the IBM solution and, more importantly, realized the benefits of a relationship with the IBM team and how that dynamic would drive results.

Team collaborating at whiteboard
While the operational benefits of signing a subscription agreement have indeed been substantial, the major impact we have experienced has been the constructive, helpful, positive and personal relationship we have established with the Watson Health team.
Raivo Verk
Senior Data Services Expert, Crown CRO
When a relationship yields benefits
While the operational benefits of signing a subscription agreement have indeed been substantial, the major impact we have experienced has been the constructive, helpful, positive and personal relationship we have established with the Watson Health team.
Raivo Verk
Senior Data Services Expert, Crown CRO

The team at Crown saw the benefits from IBM Clinical Development very early on after implementation of the solution.

For example, when building a study, the capabilities of the IBM Clinical Development solution help the Crown team to determine related studies and better forecast each study. The design and ease of use result in a more efficient study build process.

“IBM Clinical Development features an integrated EDC system,” says Raivo Verk, Senior Data Services Expert at Crown. “With this solution, the work is easier and more efficient, and helps reduce process workloads. All our employees find the IBM Clinical Development solution to be user-friendly, and everything in the EDC is extremely logical.”

More importantly, adds Verk, by using one database, Crown has improved how quickly and efficiently it can help its customers.

In fact, the Crown team saw so many positive benefits from both the IBM Clinical Development solution and the business relationship with Watson Health, that they have now signed multiple subscription agreement (SA) plans with Watson Health.

Rather than the usual “pay-as-you-go” model, a SA allows organizations to estimate costs, which in the long run enables them to provide more accurate cost estimates to customers.

For Crown though, the SA meant so much more.

“Because of our relationship with the Watson Health team, it made sense to sign a subscription agreement,” says Verk. “Choosing this model proves our trust and confidence in Watson Health and the functionality of their clinical development solution.”

The agreement provides a sense of freedom to the Crown team, since it gives Crown the ability to configure the number of modules and specific features needed to suit the unique needs of each study. Because IBM Clinical Development currently offers numerous intuitive solutions to fit each study’s needs, a flat rate through the SA gives Crown the power and ability to choose what they need for each individual study.

doctor giving a presentation
Doctor sitting at his desk

“We now have additional access to services that we didn’t have with the pay-as-you-go model,” adds Verk. “We also have a more strategic approach to all of our studies, which has resulted in the completion of more studies.”

Additionally, because the SA provides predictability for Crown when it comes to their technology capabilities in the projects they are taking on, Crown is seeing improvement in workflow processes and can manage administrative tasks more effectively.

Results from the relationship

Crown has successfully taken the tools from IBM to build and deploy clinical databases to further help its customers and meet its mission.

The company has seen numerous benefits, including:

• Enhanced accessibility and easy access to all the necessary functionalities of the EDC, such as data entry, randomization, dispensing and safety reporting.
• The ePro module usage reflected Crown’s expertise on proposing and designing agile solutions for subject data collection.
• Increased efficiency and reduced data entry workload for all sites.
• Consistency and authenticity on the pricing model with a reliable EDC uptime throughout each study.
• New opportunities and possibilities to add and create updates mid-study when needed.

“We are now at a competitive advantage since choosing IBM Clinical Development,” says Verk. “The solution offers several functionalities in a single platform.”

Verk adds, “Our team will continue to look to the future to see what we can do better, and how IBM technology, as well as our relationship with IBM, can help the team do just that.”

Crown CRO logo
About Crown CRO

Established in 2005, CrownExternal Link is a privately owned CRO with Finnish roots and a global network. It specializes in customer-oriented, competitive and flexible services for clinical trials and regulatory affairs in Europe and the US, serving the pharmaceutical, biotech, functional food and medical device industries as well as other CROs. Crown is headquartered in Finland, and has a strong presence in Sweden, Denmark, Norway, Estonia, Latvia and Lithuania.

About IBM Watson Health

Watson Health is a data, analytics and technology partner for the health industry. Supported by the innovation of IBM and intelligence of Watson, we are committed to helping build smarter health ecosystems. Through the combination of our deep industry expertise in health, data and analytics, actionable insights, and reputation for security and trust, Watson Health is working together with its clients and partners to help them achieve simpler processes, better care insights, faster breakthroughs and improved experiences for people around the world. Learn more at ibm.com/watson-health.

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Crown CRO logo
About Crown CRO

Established in 2005, CrownExternal Link is a privately owned CRO with Finnish roots and a global network. It specializes in customer-oriented, competitive and flexible services for clinical trials and regulatory affairs in Europe and the US, serving the pharmaceutical, biotech, functional food and medical device industries as well as other CROs. Crown is headquartered in Finland, and has a strong presence in Sweden, Denmark, Norway, Estonia, Latvia and Lithuania.

About IBM Watson Health

Watson Health is a data, analytics and technology partner for the health industry. Supported by the innovation of IBM and intelligence of Watson, we are committed to helping build smarter health ecosystems. Through the combination of our deep industry expertise in health, data and analytics, actionable insights, and reputation for security and trust, Watson Health is working together with its clients and partners to help them achieve simpler processes, better care insights, faster breakthroughs and improved experiences for people around the world. Learn more at ibm.com/watson-health.

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