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Category: Q&A

15 Mar 2021

The RealTime Customer Service Difference with Norma Zayas

Customers are the heart of RealTime-CTMS, and each day our team strives to provide outstanding customer support to all of our clients. Joining RealTime in 2018, Norma Zayas leads the charge as our Success Team Manager, bringing a solid background in account management and client relations. Norma manages our team of dedicated support specialists ready to serve you, our customer.

Please keep reading to learn more about Norma and our one-of-a-kind customer service.

  • Tell us about your role and your time with RealTime.

I have been with RealTime for a little over two years. My role as the Success Team Manager is to support, direct, and lead a cross-functional team dedicated to Customer Success. I am developing customer relationships that promote retention and loyalty. I work closely with customers to ensure they are satisfied with our services and improve upon opportunities.

  • What do you enjoy most about your job?

Many things come to mind; I would say interacting with the customers, leading a team that is ready to assist customers, and opening new ideas to improve our overall customer experience—finally creating policies and procedures that optimize the customer experience.

  • What’s a typical day for you as the Success Team Manager?

My day starts with addressing emails for multiple clients regarding onboarding, implementation, feedback, and attending meetings, assisting with questions and training.

  • How do you ensure customers receive top customer service? 

We are putting them in the center of everything we do!

  • How does RealTime go above and beyond for customers?

RealTime continues to innovate to improve the customer’s experience and tailoring the system to make our customer’s job easier.

  • How do new customers get started with RealTime?

It is very simple! Just reach out to our Sales Team, and they will schedule a demo to get them started. There is no other CTMS like ours in the market today! Thank you, Norma, for your dedication to our RealTime customers. If you are interested in scheduling a demo for CTMS, eDOCS, eSOURCE, GlobalPAY, SitePAY, TEXT, or any of our other solutions, call (210) 852-4310 or fill out a Contact Form.

01 Mar 2021

Behind the Software with Evelyn Jackson

Each of our RealTime-CTMS team members are crucial to the success of our company. Without their hard work and dedication to success, we wouldn’t be who we are today. Each month, we are excited to showcase one of our amazing team members in a Behind the Software feature. This month, we are featuring our eDOCS Product Manager, Evelyn Jackson!

Evelyn has been with RealTime since 2019. She is dedicated to leading the eDOCS team in outstanding customer support, maintaining eRegulatory compliance, and providing solutions with a purpose. Now, let’s go Behind the Software with Evelyn!

What’s a perfect day off from work look like for you?

Sitting on the beach with my toes in the sand looking out over the ocean. In my opinion, hearing and seeing the waves of the sea is one of the most relaxing things in the world.

Have you learned any new skills during the pandemic?

I am learning to balance my work/life schedule. I know there can never be a true balance 100% of the time, but acknowledgement, daily pursuit of that balance or any type of growth for that matter, are a step in the right direction.

What is your favorite emoji?

 Dancing Monkey​​​​​​​

Do you have any pets?

Shitzu-Yorkie named Macie.

If you could only eat one food for the rest of your life, what would it be?

If we are not coming from a health standpoint, I would say…Tacos.

What is one of your favorite movies?

The Count of Monte Cristo

What is the top location on your travel bucket list?

Anywhere in the Mediterranean, but in all honesty, my dream is to travel the world, one vacation at a time. My husband would say that I am a dreamer, but little does he know that this will soon be his reality.

What’s your go-to karaoke song?

I do not have one; even though I sing regularly on a church praise team, you will rarely see me volunteer to participate in karaoke.

Do you have any hidden talents?

I would consider myself fair at archery.

What do you like most about your job?

I love that my position at RealTime is not only a workplace to earn a living, but it is an environment I can grow and spend time with a great group of people that are passionate about what they do.

Thank you for going Behind the Software with Evelyn! If you are interested in scheduling a demo for eDOCS or any other RealTime solutions, call (210) 852-4310 or fill out a contact form.

27 Jan 2020

The Future of Clinical Trials: Q&A with Rick Greenfield, CEO of RealTime

As we segue into a new year, one can’t help but wonder what the future of the clinical research industry looks like. Cutting-edge clinical trial software, research advancements, and other breakthroughs have proven to shape the clinical research industry that we know today. In a Q&A with Rick Greenfield, CEO of RealTime Software Solutions, we discuss the future of clinical trial software and how RealTime is helping to meet these changes.

Question: How is RealTime adapting to the changing industry?

Rick: RealTime has developed solutions that are adaptable for any organization. Whether you are at the site, site network, hospital, university, sponsor or CRO, RealTime is developing advanced systems to improve processes and efficiencies for the clinical research industry from top-to-bottom. We make it a top priority to listen to the feedback of our customers, who guide our development roadmap and help us meet the growing needs of the industry.

Question: What can we expect from RealTime in 2020?

Rick: Lots of exciting things! I like to keep the competition guessing, so I can’t disclose the long-term goals, but short-term, we will be enhancing all of our products substantially this year.  We also have new systems coming that, I believe, will be industry game-changers.  Current and Future RealTime customers have a lot to look forward to.  So basically… stay tuned!

Question: Where do you see the clinical research industry headed?

Rick: There is a shift happening in the industry as well as a lot of uncertainty as to where things are headed and how we will all be affected by those changes. There is no question that we are moving rapidly towards paperless systems.  I also believe whole-heartedly that site-based systems for site-based functions are essential to a successful operating model.  Sites need standardization and systems that ultimately cater to their needs.  Sponsor-based, or top-down systems, meant to take over a site-based function, are disruptive to good processes, quality, efficiency, and ultimately, data integrity and patient safety.  We have seen the top-down approach fail time-and-time again, but we are seeing huge successes with site-based systems that connect up to Sponsor/CRO systems.  I believe this is the model that everyone collectively must embrace, or they will end up watching it happen before their eyes.  Those that get on board early can be a part of building something truly transformational, which will include the right solutions and maximum benefits for all parties involved.

A little philosophical, I know, but I am convinced of this path to a streamlined industry.  It leads us to the ultimate in virtual/decentralized clinical trials and efficiencies that we have only dreamt of to-date.

The shift has begun! With 2020 upon us, what kind of expectations do you have for your business? If you’re interested in learning more about RealTime Software Solutions, contact us today!

Are you interested in a demo of our products? Give us a call at 210-852-4310 or CLICK HERE to fill out a contact form!