Industry-Leading H1 Support Services
H1 offers sponsors unparalleled industry leading support services. The H1 Customer Success team stays embedded with sponsors long after they go live, helping partners realize value quickly, even if users are not technical, and ensures the platform keeps adapting to evolving use cases and studies.
Streamlined Implementation, Fast Time‑to‑Value
H1’s implementation process is designed so sponsors can begin using the platform shortly after project kick‑off instead of waiting through long, complex rollouts. Configuration, data integrations, and access are handled in close partnership with Customer Success, minimizing lift for internal IT and clinical operations teams.
Once initial setup is complete, users can log in quickly to start searching for sites and principal investigators in real studies, turning early onboarding sessions into practical working sessions. This accelerated time‑to‑value is especially important for sponsors with near‑term protocol timelines or renewals coming due on legacy tools.
Intuitive Experience for Non‑Technical Users
The platform experience and onboarding curriculum are built so non‑technical users can confidently navigate H1 for core workflows like finding sites, evaluating PIs, and reviewing performance and representation data. H1’s advanced filters make even the most detailed protocols easy to create site and investigator lists of.
Training focuses on real scenarios, such as feasibility for an upcoming protocol or expanding beyond repeat sites. Guided sessions walk users through saved searches, filters, and project workspaces, ensuring that clinical operations, medical, and study teams can self‑serve insights without needing a data science background. This lowers the barrier to adoption across functions and helps H1 become part of day‑to‑day planning instead of a specialized tool used by a small central team.
Dedicated, Hands‑On Customer Success Partnership
H1’s Customer Success Managers serve as ongoing, hands-on partners rather than limited‑scope implementation contacts. They onboard and train users, define success criteria and KPIs, monitor usage trends, and proactively recommend ways to embed the platform into each sponsor’s specific processes. In instances where sponsor needs are more complex, the H1 team will work as an extension of our sponsors to meet their needs.
"Thank you for your dedicated time and work on this – it is so much appreciated. Your team has shown us so much support in training, updates, and strategic intelligence that have not gone unnoticed (… along with your kindness, humor, and willingness to always support us)."
Over time, Customer Success becomes a trusted advisor that can suggest new workflows (for example, scaling feasibility workflows or expanding into new regions), help prepare business reviews, and surface feedback that influences the product roadmap.
Support Across Use Cases, Projects, and Change
Support does not stop after the initial deployment; H1’s team stays engaged as sponsors launch new programs, enter new geographies, or bring new study teams onto the platform. Customer Success helps tailor training by therapeutic area or role, creates reusable enablement materials, and joins working sessions to guide teams through specific use cases.
As sponsors take on new projects, such as expanding into underrepresented patient populations, layering in CTMS performance data, or rolling out Site Universe more broadly, H1’s support team helps design the workflows and governance to make those initiatives successful. This ongoing partnership reduces internal change‑management burden and ensures that the platform continues to deliver measurable impact across studies, not just at launch.
Ready to experience H1’s platform and support services firsthand? Connect with our team to schedule a demo and see how we can help accelerate your clinical trials.
