Case Study: Signant Health achieves 95% patient satisfaction with Capgemini and ServiceNow

Signant Health transforms the patient experience to accelerate clinical trials

Signant Health, a life sciences company, was challenged with the rapid enrollment and retention of tens of thousands of patients for Pfizer's critical COVID-19 vaccine clinical trial. They needed a robust system to manage incidents from 46,000 participants and avoid data errors while operating on an extremely tight timeline. To address this, Signant Health partnered with vendor Capgemini to implement a new patient experience platform using the ServiceNow NOW platform.

Capgemini developed and implemented a multi-channel support solution, providing tier-one patient support and helping Signant Health transform its service desk. This customer-driven approach resulted in a 95% patient satisfaction rate and allowed the company to easily scale for managing multiple complex studies. The success of the project, delivered in just four weeks, was credited to Capgemini's expertise and flexibility, which were vital for the rapid development of the vaccine.

Signant Health

Adina Tapalaga

Vice President of Global Support Services