{"id":2449,"date":"2021-06-23T14:38:02","date_gmt":"2021-06-23T14:38:02","guid":{"rendered":"https:\/\/www.voluntis.com\/?post_type=crb_expertise&#038;p=2449"},"modified":"2021-10-11T16:04:01","modified_gmt":"2021-10-11T14:04:01","slug":"support-maintenance","status":"publish","type":"crb_expertise","link":"https:\/\/www.voluntis.com\/expertise\/support-maintenance\/","title":{"rendered":"Support &amp; Maintenance"},"content":{"rendered":"\n<div class=\"wp-block-group small\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Supporting your project beyond implementation<\/h2>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group small\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column column--content is-layout-flow wp-block-column-is-layout-flow\">\n<p>Working with <a href=\"https:\/\/www.zendesk.com\/\">Zendesk<\/a>, a global leader in the field of customer services, we thrive to support <a href=\"https:\/\/www.voluntis.com\/solution\/life-sciences\/\">our partners<\/a> and DTx users after the <a href=\"https:\/\/www.voluntis.com\/expertises\/digital-therapeutics-implementation\">implementation<\/a> of our solutions by proviving them global capabilities in support and maintenance.<\/p>\n\n\n\n<p><strong>We leverage Zendesk\u2019s capabilities<\/strong> to integrate and streamline our support services for our pharma partners. Our infrastructure ensures a better coordination of all activities related to support and maintenance of digital therapeutics thanks to the user assistance services regrouped under a unique platform including:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Technical support<\/li><li>Complaint handling<\/li><li>Device vigilance<\/li><\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column column--image column--image-decoration-2 is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"529\" src=\"https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis-1024x529.jpg\" alt=\"Global Support &amp; Maintenance \" class=\"wp-image-2786\" srcset=\"https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis-1024x529.jpg 1024w, https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis-300x155.jpg 300w, https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis-768x397.jpg 768w, https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis-210x109.jpg 210w, https:\/\/www.voluntis.com\/wp-content\/uploads\/2021\/06\/developper-h-voluntis.jpg 1490w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group small\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Our infrastructure enhances self-service through digital omni-channel support for patients and care team such as email, call center, chatbot, contact forms, help center, FAQ, etc.<\/p>\n\n\n\n<p>The infrastructure is also designed to be compliant with HIPAA, GDPR, SOC 2 Type II, ISO 27001 standards and is in line with our in-house global compliance and quality policies. Our support capabilities are built and operated in collaboration with our <a href=\"https:\/\/www.voluntis.com\/expertise\/quality-regulatory\/\">Quality and Regulatory Affairs<\/a> team to meet our requirements in terms of <a href=\"https:\/\/www.voluntis.com\/expertise\/privacy-security\/\">security and data privacy.<\/a><\/p>\n\n\n\n<p>Moreover,<strong> the deployed architecture is designed to scale ahead of demand<\/strong> in order to achieve high availability as the user base grows at a global level.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>We rely on real-world usage to improve every solution we developed <\/strong><\/h2>\n\n\n\n<p>The global maintenance of digital therapeutics is a capability on its own. Our <strong>proactive approach<\/strong> to bug fixing and our adaptability to meet your needs allow us to offer a high quality, fast and efficient maintenance service to ensure <strong>continuous, uninterrupted operation<\/strong>. We make sure that the connection and the real-world use of digital therapeutics are smooth and meet healthcare professionals and patients&#8217;needs.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>We manage post-market surveillance for product optimization<\/strong><\/h2>\n\n\n\n<p>Voluntis can also lead post-market surveillance activities, which typically include:<\/p>\n\n\n\n<ul class=\"wp-block-list\" id=\"block-6164e61a-ad36-4ba9-bc98-0cb010c87b1f\"><li>A <strong>Complaint Handling Unit<\/strong> (CHU) dedicated to treat, analyze and evaluate in real-time patients and providers&#8217; feedback.<\/li><li>The <strong>investigation<\/strong> of complaints under the supervision of our <a href=\"https:\/\/www.voluntis.com\/expertise\/medical-design\/\">Medical Affairs<\/a> and Risk Management teams to measure their level of severity.<\/li><li>The <strong>reporting <\/strong>of relevant events to the competent authorities, and the creation of trend reports, in accordance with local regulations.<\/li><li>The continuous <strong>monitoring<\/strong> of scientific trends, literature and guidelines and the performance of in-house clinical evaluations to guarantee state-of-the-art digital therapeutics in terms of safety, technological and clinical performance.<\/li><\/ul>\n<\/div><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover how Voluntis continues to operate during the run phase and supports the technical and medical deployment of our solutions. <\/p>\n","protected":false},"featured_media":2786,"menu_order":0,"template":"","class_list":["post-2449","crb_expertise","type-crb_expertise","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support &amp; 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