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Harlan Enhances Client Services

Upgrades IT systems and client support

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By: Tim Wright

Editor-in-Chief, Contract Pharma

Harlan Laboratories Contract Research Services (CRS) is investing more than $6.0 million in new IT systems and client support services. This will include a review and upgrade of internal processes and a new dedicated management structure for each client project.
 
Harlan has implemented a customer relationship management system to improve and simplify quotation and bidding processes, and established a client management and support system, The Strategic Alliance Group, comprised of specialist strategic alliance managers providing a single point of contact for clients. This approach is supported by a newly developed web-based project management system, The Harlan Client Portal, which provides clients with their own dedicated, secure website that allows instant access to study data and communication. 
 
“The investment we continue to make in our support systems is vital to the continued growth and success of our business,” said James Gillespie, vice president of sales and marketing of Harlan Laboratories CRS. “Our reputation for scientific excellence is already well-established. Where we can make an additional contribution and a noticeable difference to every project is in the speed and efficiency with which we deliver the results, and in being easy to work with, clear and concise in our reporting and quick to respond at every stage.”

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