Case Story: CRF Health's delivery organization agilitization

How the delivery organization’s process and working habits were made more agile and to produce more value for their customers.

CRF Health

CRF Health is a global leader in electronic patient diaries for pharmaceutical clinical trials. The company’s solutions can improve the quality and efficiency of research. The solutions are already in use in nearly all of the world’s largest pharmaceutical companies.

CRF Health operates globally around the world. They have offices in London, Philadelphia, Helsinki and Las.

Contribyte and CRF Health have worked together since 2012

Challenge

The organization of CFR Health did not respond to customer needs. R & D in Finland, while project delivery was conducted by separate organizations in the USA and Great Britain. A small globally functionally divided project group tailored the product’s applications to fit the study requirements and took care of the training of doctors and patients as well as logistics. Partly, the waterfall process forming due to USFDA requirements was too labor intensive. This combined with the large workload and documentation requirements made deliveries of products slow and cumbersome. Customer service quality and customer satisfaction decreased. Responding to changes in the market was sluggish.

Solution

Contribyte analyzed the entire CRF Health’s delivery organization and process. The analysis found that the role of software development throughout the product development process was not seen nor its potential fully utilized. Based on the analysis and customer survey, the whole CFR Health organization was changed as well as the internal processes, documentation, and tools to better fit the delivery organization’s needs. The agility required by the quickly changing market and customer requirements was built into the practices of the company. The delivery organization model was changed to a more local one, which increased agility and proactivity. Contribyte was also involved in the practical implementation of the organizational and behavioral changes, and the changes required for appropriate communication.

Benefits

Largely built according to the medical requirements, the production organization was changed to be more customer and service oriented. The changes pointed out, recommended and carried out by Contribyte in the CFR Health Organization and delivery model resulted in significant annual savings. At the same time, customer benefits and satisfaction increased. The project is still ongoing with product development optimization. Contribyte is responsible for the progress and communications of the development project. Contribyte also working closely with CRF Health’s management to ensure the success of the project and help in daily work of the project.

CRF Health has grown both in the number of employees as well as by revenue to over double the size during the cooperation

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