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Category: Success Team

24 Mar 2021

Behind the Software with Chris Jacques

RealTime-CTMS strives to build a strong team dedicated to the success of our customers. Our staff goes above and beyond to achieve this each day. We give back to clinical researchers by creating software that is more efficient, reliable, and easy to use, while providing the best customer service. Each month, we are excited to showcase one of our outstanding team members in a Behind the Software feature. This month, we are featuring our eSOURCE Product Manager, Chris Jacques!

Chris Jacques has been with RealTime since 2019. He spent 10+ years in the clinical research industry and is committed to the continued advancement of Realtime’s eSOURCE product. His goal is to provide the most effective and efficient way to collect data for this industry. Let’s go Behind the Software with Chris.

What do you enjoy doing outside of work?

I love being with my kids and wife. We enjoy camping and cruising around the lake or fishing offshore.

Have you learned any new skills during the pandemic?

I’ve learned how to better delegate tasks and responsibilities to team members. I would also say helping team members by pointing them in the right direction while still letting them solve and resolve issues themselves to allow for personal growth and better understanding.

Who would play you in a movie about your life?

I read this out loud, and my wife said, Charlie Hunnam. That is a tough one. I would say Bruce Willis but from the 90’s because Die Hard never gets old, lol.

Do you have any pets?

Yes, I have two dogs that have been adopted. Murphy and Penny.

What is one of your favorite songs?

I have a special play list for my favorite songs. I use this playlist when I need to focus on a project, ride my Harley, or anytime I want to jam and not think of anything else. My favorite song would be Kickstart my Heart by Motley Crue. 

What was your first cassette tape or CD?

This is so hard to remember! I believe it was the TOPGUN soundtrack or Journey on cassette tape.

Are you binge-watching anything?

Yeah, The History of Swear Words on Netflix (when the kids are sleeping haha). 

Favorite travel spot?  

Simple, the Lake or Coast. 

If you could choose your age forever, what age would you choose and why?

If I could stay 28 y/o that would be great. During this age, I still had a great metabolism to go with a big appetite. Now I must watch the calorie intake or make time to exercise.

What’s your biggest fear?

My biggest fear is not living life to the fullest before my time on this earth is done.

What do you like most about working for RealTime?

I absolutely love the company culture at RealTime. RealTime provides excellent customer service, which I believe the RT staff truly embraces. I also enjoy the work-life balance and the understanding of that need from the company.

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

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.

06 May 2020

What does “Your Success” in Research mean to RealTime? A conversation with Scott Butcher, VP of Operations

What makes your clinical research site successful? We all hope to be able to fully answer this question someday, but RealTime Software Solutions is working tirelessly to make meaningful improvements in site operations to help Research sites, Site Networks, Universities, and Hospital systems find their ultimate success.

In a conversation with RealTime’s Vice President of Business Operations, Scott Butcher, MBA, we discuss what their motto of “Your Success is Our Success” means to the RealTime team and how it drives the work that RealTime does each and every day.

Scott, tell us what “Your Success is our Success” means to RealTime?

While delivering amazing customer experiences has always been a priority at RealTime, our strategy evolved further in 2020 as we adopted the theme of “Your Success is Our Success.” Central to this is the idea that on every interaction, whether personal in nature with a member of our team, or through the experiences our customers have while using our research software, we strive every day to deliver outcomes that ultimately drive success and value to our customers. We also know that there is a multiplier effect from our actions. If we can ensure that our customers are successful, the speed at which a new drug or vaccine hits the market can be accelerated and ultimately help us save more lives in the process. Nothing is more motivating to our RealTime family then achieving this goal, especially now, as we provide the necessary tools for our brave customers on the front lines who are working tirelessly to bring forward a cure for COVID-19.

What is a key element of the “Your Success is Our Success” theme?

We feel that a critical component to achieving success for our customers is to always think and operate with the end users experience in mind. To accomplish this, we’ve prioritized our development processes to think like clinical researchers. As a result, we are developing software based on Coordinators, Recruiters, Site Managers, Investigators and other research staff member’s desired experiences. Our customer’s feedback ensures the capabilities incorporated within our research software enhances their daily workflow and provides greater efficiency, visibility, quality, and ultimately leads to increased production and success for all of our RealTime users.

How valuable is customer feedback?

Simply put, customer feedback is central to our Strategic Priorities, Development Roadmap as well as our Customer Service Strategy. We’d like to think that we know what a perfect solution looks like but at the end of the day, we have to bring to market solutions that adapt to the ever-changing needs of the clinical research industry. The valuable interactions we have with Sites, Sponsors, CROs and other industry experts provides greater insight into what is working well, but more importantly, where further innovation is required in order to meet the growing needs of all stakeholders and streamlining a very complex and highly regulated environment. We are extremely proud of the fact that RealTime was built from feedback provided by our customers. Without this valuable feedback, we’d be acting on a hunch rather than the true voice of our customers and the needs of the industry.

How does RealTime capture and utilize feedback from customers?

RealTime takes customer feedback very seriously, and we believe this is one of the many differentiating factors between ourselves and our competitors. Throughout a customer’s journey with RealTime, we continually seek feedback through various methods such as conferences, customer satisfaction surveys, software rating agencies as well as through the daily interactions our customers have with our Customer Success team. Realtime is extremely proud and thankful for our 5-star ratings on Capterra. The testimonials provided by our valuable customers provide constant motivation to our team and reaffirms that our customer-first strategy is truly making a difference. We also appreciate and encourage constructive feedback, because at the end of the day, we know that finding software solutions to our customer’s problems ensures a more efficient clinical research process for all.

Thank you, Scott, for your input and insights into RealTime’s strategies for customer success.  Your success in clinical research is closer than you think. If you have questions about RealTime Software Solutions and would like to take the next step towards successful research, call us today at 210-852-4310.

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30 Apr 2019

Behind the Software with Norma Zayas

RealTime Software Solutions’ Success Team is compiled of talented individuals dedicated to providing the best support for RealTime customers.

This month, we are highlighting an exceptional team member and manager who goes above and beyond for RealTime customers. Norma Zayas joined the RealTime organization in 2018. With a strong background in account management and client relations, Norma brings strong support to the team with her exceptional technical and customer support.

To get to know Norma a little better, we had the chance to ask her a few fun questions!

  1. What is your favorite drink?

Coke Zero.

  1. Do you have any pets?

No.

  1. Best piece of advice you’ve ever received.

Never stop learning and growing as a person.

  1. Current Netflix binge?

Property Brothers (HULU)

  1. Name one thing we wouldn’t have guessed about you.

I like to sing.

  1. What motivates you?

Seeing others grow in their positions.

  1. Finish this sentence. On Sunday mornings, you can usually find me

…outdoors.

  1. If you could live in any city, where would it be and why?

New York, the snow and fast pace environment.

  1. Favorite thing about working at RealTime?

Our Customers😊.

Thank you, Norma, for your hard work and dedication to help our 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.