Improved site support by removing the help desk – a true Viedoc story
Should a centralized helpdesk provide tech support for studies all over the world, or should a small team from each study with full knowledge of the protocol solve technical issues directly? This was a major discussion point within the Viedoc team when we were redesigning the platform in early 2013. We found that a majority of the issues sent to the help desk tickets were minor technical issues, which took an unnecessarily long time for an unfamiliar technician to solve. A centralized help desk generally has non-specific knowledge about the study protocols, as well as no personal