Overcoming Operational Drag to Meet Global Demand
Greenphire was built on a shared promise: to ease the experience of those running and participating in clinical trials, while providing greater insights to help sponsors, CROs, sites, and patients make more informed decisions.
As the industry’s leading provider of clinical payment and communication solutions, Greenphire’s technologies are used across the globe to improve operational efficiency, reduce costs, mitigate regulatory risks, increase subject retention, promote protocol compliance, and produce quantifiable results for its clients. Their flexible technology solutions are customized to meet the specific needs and procedural requirements for each study and user.
As the company grew, its success created a new set of challenges. The in-house engineering team, responsible for developing innovative new features, found itself increasingly mired in production support.
- Growing Support Backlog: A continuous stream of support tickets and product defects was consuming an unsustainable amount of senior engineering time.
- Innovation Bottleneck: With engineers focused on maintenance, the development of new, value-added features for Greenphire’s product suite was slowing down.
- Scalability Constraints: The existing support model lacked the capacity and specific data capabilities required to keep pace with Greenphire’s rapid expansion.
- Need for Specialized Skills: Greenphire needed to quickly accelerate its data-specific capabilities, including warehousing, ETLs, and business intelligence, to unlock greater value for clients.
To continue its growth trajectory and maintain its competitive edge, Greenphire needed to offload its support and maintenance burden to an experienced partner who could not only manage the existing workload but also introduce efficiencies and scale for the future.
From Reactive Support to Proactive Innovation
Greenphire’s challenge was a classic symptom of rapid growth: how to scale support operations without sacrificing innovation velocity. They needed to offload critical but time-consuming tasks to a trusted partner who could deliver consistent quality and drive efficiency gains.
KMS Technology engaged with a multi-pronged strategy focused on automation, process optimization, and deep integration. We established multiple dedicated teams across Greenphire’s product suite, moving beyond a simple vendor relationship to become a strategic extension of their product roadmap. These teams include:
1. Support & Maintenance
- Built out a streamlined database to house test cases
- Utilized JIRA to manage the backlog, requirements, design documents, and key decisions
- Added Softserve features to handle end-user issues independently of the engineering team
- Provided support and maintenance for eClinicalGPS and Clincard accelerating releases, developing new innovative features, and reducing post-live defects
2. Automation
- Integrated the automation suite against containers of the desired code base with Jenkins
- Completed and handed off 109 smoke and regression test scripts for ClinCard and 97 smoke and end-to-end test scripts for eClinicalGPS
- Implemented GitHub to manage all code-related artifacts, including automated deployment scripts
3. Data
- Ensured that all of Greenphire’s data needs were met through data warehousing, ETLs, data pipelining, data integrations, and business intelligence
- Designed and supported the production of new reports while improving the performance and value of existing reports
- Helped Greenphire leverage massive amounts of trial payments and experiences data to add additional insights and value to their end clients
- Maintained data integrity
4. Translation Project
- Enabled the ClinCard product to support 16 different languages, improving expansion and usability into global markets
Driving Innovation, Efficiency, and Trust in Clinical Research
The partnership with KMSTechnology allowed Greenphire to transform its support model from reactive to proactive, delivering significant and measurable business value:
- Freed internal engineering resources to focus on high-value innovation.
- Standardized testing and automated key processes to ensure consistent quality and faster delivery.
- Strengthened data services to provide reliable insights and reporting for global trials.
- Supported seamless global expansion with multilingual capabilities.
Throughout years of collaboration, KMS Technology has become a crucial, integrated part of Greenphire’s product strategy, providing the specialized expertise and operational excellence needed to overcome their scaling challenges and drive sustained growth.