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.

trakcel professional services

This is the TrakCel Experience

Discovery

Delivery

Implementation

Quality & Compliance

TrakCel Training

Support Services

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.

TrakCel discovery sessions

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.

People working in office

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.

trakcel implementation

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 offer a range of online and in person training services to suit your company and your users. Our eTutor portal host both self-service, in-depth, interactive courses and live training sessions to ensure every stakeholder in your value chain has the knowledge to operate OCELLOS to deliver your therapies in a safe and scalable way. Set learning paths by user, monitor progress and issue certifications for our standard training packages or your own bespoke content. Our training team will work with you on a plan to meet your requirements.

trakcel training

Support Services

Every single employee in our organization is committed to helping our clients achieve their personalized therapy objectives by providing best in class support. TrakCel provides 24/7 support 365 days a year with telephone support, dedicated self service client portals and a comprehensive knowledgebase of support articles. Our helpdesk team are available on the phone, by email or via our customer portal and can assist with user and site set up queries, day-to-day issues and trouble shooting to ensure that every therapy journey runs as smoothly as possible.

trakcel training

The TrakCel Support Team

Chris Came heads up our customer service and integrations teams, 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 from troubleshooting to user management, training and support with custom reporting and are on hand from deployment throughout the lifetime of your solution.

Want to get in touch with the team? You can reach the support helpline on +1-877-326-1208.

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