Support and Professional Services
TrakCel’s team of advanced therapy professional service advisors will guide the discovery, delivery and implementation of your cellular orchestration project. Find out more about how we can support you on your journey.
Not sure where to begin? We have a team of consultants who can help wherever you are in your journey, from mapping and designing processes, reviewing documentation and compliance, or identifying and minimizing risk and streamlining. The team are on hand to help.
Our experts pride themselves on offering a best in class service. OCELLOS is the only Enterprise Orchestration Solution currently supporting more than 20 clinical trials and commercial therapies across the globe, the team have a broad skillset and range of experience. Why not review our Customer Service Reports and Stats, or take a look at our User Stories for an overview of some of the clients that the team are supporting.
This is the TrakCel Experience
Discovery
TrakCel's Engagement Managers will lead your key stakeholders through a Discovery Phase in which our Product Advisors and Business Analysts will consult with you to identify the optimal module combination and supporting integrations required for your therapy's journey. They will speak to you about current and future needs for your entire therapy portfolio and map out a project roadmap that suits your needs and timescales. From first in human to commercial supply, our team will ensure that you get a solution that is tailored to your current needs and will scale up with you as you grow.
Delivery
Following Discovery, our team will progress into the Delivery phase where OCELLOS will be configured to support your supply chain ecosystem and your therapy's unique needs. During our partnership, the TrakCel team will closely partner with your team and any chosen partners to ensure a collaborative approach to finalizing your process and delivery progress. The team will take the heavy lifting out of integrating with your chosen providers whether you choose from our existing selection of integrated partners or add your own. At this point, the workflows and support mechanisms that will help to drive your therapy processes will be configured. The teams will be in contact regularly to review progress and ensure everything runs in line with the delivery plan.
Implementation
TrakCel assures the quality of the final solution by thoroughly testing during the entire lifecycle of delivery; including product development, platform design and solution configuration. This underpins, and can be leveraged during your validation and implementation phase, during which, TrakCel will partner with you to ensure your team are trained and OCELLOS ready in advance of the agreed system live date. The support and training teams remain on hand throughout and immediately after your system 'go live' to ensure that everything runs as smoothly as possible.
Quality & Compliance
TrakCel is committed to ensuring quality and compliance in everything we do. Through our robust Quality Management System, TrakCel conforms to key quality principles and is aligned with the requirements of ISO9001:2015. TrakCel ensures Product Quality, Patient Safety and Data Integrity through a combination of global regulatory requirements, privacy and data laws and robust security requirements. Need more detailed or specific advice on quality, audit or validation? Our consultancy team are on hand to help.
TrakCel Training
TrakCel offers a range of online and in-person training services designed to support your company and users. Through our eTutor portal, we provide self-service modules, in-depth interactive courses, and live training sessions, ensuring every stakeholder in your value chain has the knowledge to operate OCELLOS safely and at scale. Learning paths can be tailored by user, with progress tracking and certifications available for both our standard training packages and bespoke content. Our training team will partner with you to design a plan that meets your specific requirements.
Support Services
TrakCel’s Support Services ensure your OCELLOS platform runs smoothly, giving you the confidence to focus on delivering therapies. Our helpdesk team is available during Standard Support Hours via phone, email, or our 24/7 self-service Support Portal, backed by a comprehensive knowledge base. From troubleshooting and technical changes to functional guidance, we provide structured, reliable support to keep your operations efficient and your therapy journeys on track.
Managed Services
Managed Services is a post-live, cost-effective subscription model designed to streamline change processes, available for all existing OCELLOS clients.
– Cost-effective: A subscription model that guarantees maximum value for money.
– Low risk, high reward: Suitable for low validation, but essential changes.
– Dedicated expertise: Comprehensive blended team on hand, with packages starting from 20 hours a month.
– Rapid turnaround: Streamlined processes ensure that changes are implemented swiftly. Resulting in up to 50% time saving on end-to-end changes.
– Simple request process: User-friendly form to submit requests easily and quickly.
– Flexible packages: Choose number of hours based on requirements.
– Transparency: Monthly usage and tracking reporting to know exactly where resources are being allocated.
The TrakCel Support Team
Ashley Harris heads up our Service and Customer Support team, ensuring that customers are able to continue to get the best out of their Orchestration Solution, even as their needs grow and change.
The team offer a range of support services throughout the entirety of your solution’s lifespan. Whether your users require, process guidance, troubleshooting, user management, app training or reporting, our global helpdesk team is available 24/7, 365 days a year.
Want to get in touch with the team? You can reach the support helpline on +1-877-326-1208, or via your dedicated OCELLOS Support Portal.
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