Case Study: ICON PLC achieves faster, lower-cost, centralized clinical study surveys with ClickTools

Clicktools helps ICON PLC automate a costly and time-consuming clinical study process

ICON is a global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries that regularly conducts feasibility and site‑suitability surveys with medical doctors. Until adopting Clicktools, ICON relied on costly, time‑consuming phone and fax questionnaires that required multilingual staff across 39 countries and manual faxing and spreadsheet data entry for analysis and tracking.

Clicktools let ICON email doctors a secure survey link and automatically sync responses into Salesforce, centralizing the process under a single contact instead of local representatives in 30+ countries. The automation eliminated manual data‑entry, reduced headcount, sped up turnaround, and provided built‑in analytics and global visibility—significantly increasing overall efficiency.

ICON plc

Nuala Ryan

Senior Director, Feasibility and Site Evaluation, ICON