The document discusses the importance of comprehensive training and support in software implementation, highlighting common issues such as underestimating training needs and resulting inconsistencies. It proposes a 'smart help' web-based portal for accessing a central repository of support resources tailored to both system and business processes. The solution aims to enhance user adoption, reduce help desk calls, and improve data quality and compliance within clinical systems.

1. OHSUG
4 – 7 November 2012
Becky Read – Senior Consultant

2. Business Scenarios
• Companies underestimate the importance
of training and support
• Tendency to focus project budget on
software implementation
• Implementation overrun causes
reallocation of training and support budget
• Training and support are system centric
and not business process focused
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3. What is the result?
No central
repository or
self help
option
Leads to
inconsistencies Resulting in:
in process, • High support cost
data and • User frustration
template use • Incomplete/poor
quality data
• Poor compliance
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4. Ideal solution?
Requirements Single point of reference for support, templates,
system help and SOPs
Provide help and reference material that both system
and process orientated
Capability to locate help by searching, using
business process maps, or by system location
Support content should address both what and how
Ability to access support from within active system
Common support environment for all clinical systems
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5. Solution – Smart Help
• Web-based support portal that can be accessed
from within Siebel Clinical
• User chooses support route:
• Drilling down through the business process
• Selecting a system screen
• Searching a database of help content
• Provides a central location for all reference and
help material
• Can be customised to meet client requirements
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6. Solution – Smart Help
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7. Help via Business Process
The business processes are hierarchical allowing the users to drill down
through 3 levels of detail. The first screen allows for phase selection.
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8. Help via Business Process
Level 1 provides the business process flow, the steps and the department
responsible.
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9. Help via Business Process
Level 2 provides process detail for each level 1 process Step and the
CTMS screen the step is performed on
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10. Help via Business Process
Level 3 provides the task, the CTMS screen the task is performed on and by who
for each level 2 step. Clicking on the system box will display the relevant system
simulation for that task
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11. System Simulations
Built using Oracle’s UPK product, the simulations walk the user through the
tasks step by step live in the system
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12. Benefits
• Improved user adoption of new systems or process
changes
• Reduction in help desk calls
• More efficient new employee ramp-up
• Increase in consistent use of templates
• Improved data quality
• Ability to efficiently share information with all users
• Increase in compliance levels
• Facilitate change management
• Improved integration between business process and
supporting systems
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13. Biography
Becky has been working for Triumph for more than six years, having joined as a
consultant and training specialist. During her time with Triumph, Becky as worked for
more than ten different clients in the biosciences industry, delivering services ranging
from training, business analysis, and software development, right through to full CTMS
implementation management.
Prior to joining Triumph, Becky had set up and managed the IT helpdesk for a large CRO,
and became involved in supporting Siebel Clinical users after a global rollout.
Becky’s industry experience, eye for detail, passion for client satisfaction and general
management capability led her to be promoted to Senior Consultant in 2010, reporting
directly to Triumph’s COO.
Becky continues to work with Siebel Clinical on a regular basis, and has been focusing
on the development of Triumph’s multi language CTMS product in between client
engagements.
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14. Contact
Becky Read
Becky.Read@triumphconsultancy.co.uk
Office: +44 1279 812550
Website: www.triumphconsultancy.com
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15. Any questions?
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