Ennov Services
Offering Our Customers a Full Compliment of Professional Services
Hosting Services
Our flexible deployment options give you the freedom of choice
For years, the IT operations of life sciences companies seemed to grow without bounds. Teams of administrative and support personnel were tasked with keeping the enterprise, departmental and desktop systems running, which in turn kept the business operating effectively. However, as the number of applications and the volumes of data have grown, it has become more and more difficult to maintain these systems and provide high-quality services in a cost-effective manner.
To address this need, Ennov, in conjunction with our partners Microsoft and OVH, offer our software deployed in a dedicated, private cloud environment. The private cloud offers many advantages over an on-premises or public cloud environment including:
- Virtualization of IT infrastructure onto a scalable and fault tolerant platform.
- Dramatically reduced hardware, software, data center infrastructure spend.
- Increased performance, scalability, reliability and security.
- Subscription model eliminates the need for capital expenditures.
- High availability, load balancing and server redundancy are available with no additional investment.
- Identity-based security ensures only authorized people get access to the infrastructure and application resources they require.
- Reduced computer system validation costs for IQ and OQ.
- Future migration of applications and data into the client’s IT environment if necessary.
Implementation Services
Our optimized delivery methodology accelerates software implementation
Based on our extensive experience delivering software solutions to the life sciences industry gained over 15 years and hundreds of implementation projects, Ennov has developed an optimized project implementation methodology designed to help our customers get the maximum value from their Ennov software as quickly as possible. Using this approach, it is possible to see tangible results quickly and to have a production-ready system in a relatively short period of time. The overall goal of our approach is to provide a well-defined, repeatable delivery framework with defined milestones that result in an on-time and on-budget deployment of Ennov software.
The Ennov Professional Services team is incredibly experienced, having successfully delivered hundreds of software implementations. We know the right questions to ask before the project begins and we continually make recommendations on what to do and, more importantly, what not to do. Our team will bring their collective product and business knowledge, gathered over years of working with clients of all sizes, to bear on each engagement, while ensuring the nuances of each client’s business processes are respected.
Training Services
Ensuring our clients' success through targeted knowledge transfer
Every successful software deployment ultimately depends on the expertise and skills of the people charged with using and administering the system. Ennov’s Education Services team has over 15 years of proven success helping thousands of users and administrators gain the knowledge required to become proficient in the configuration and operation of our software. Our team of instructors are skilled in the full range of Ennov products and they shared that knowledge through role-based, structured, hands-on training sessions and best-practice techniques designed with the target audience in mind. Ennov training can be delivered on-site at the client’s facility, virtually through online meetings, or electronically via self-paced e-Learning. We also offer our clients the option of a “Train-the-Trainer” program which allows them to be more self-sufficient and provides them more flexibility when rolling out their training programs.
Customer Support Services
When you need help we are just a phone call or click away
Once system implementation and training are complete, the Ennov Customer Support team assumes the responsibility of assisting our clients with the on-going support and maintenance of their Ennov software. The team also facilitates the proper use and operation of the system, answers questions and helps the customer take advantage of available upgrades and best practices. An online knowledge base and the Ennov Support Portal are at your disposal to keep you up-to-date with service request status and new software releases.
Our Customer Support services include:
- Technical assistance from experienced support engineers
- Analysis and resolution of technical support incidents
- Answers to functional and technical requests sent through the on-line support line (24/7)
Access to our dedicated Ennov Support Portal that allows you to:
- Report an issue or a system malfunction
- Track and follow-up on your requests in real time
- Comment on the quality and relevance of our responses
- Access a complete and knowledge base of explanatory notes and best practices
- Suggest ideas for software enhancements to be included in future versions
- Directly download new versions of Ennov software
New software versions are announced in advance, through a email newsletter which summarizes the contents of the upcoming release (patches, modifications, new features) and will keep you informed of new features help you plan future upgrades.
How to contact Ennov customer support
You can access our online support for Clinical, Quality and Regulatory product lines through the following links:
- Support requests: customer support website
- Resources (new distributions, release notes, etc…) and knowledge database: customer portal
| Product lines | ||
| Pharmacovigilance | Phone: + 44 1480 212223 Monday to Friday: UK Helpdesk – 9:00 a.m. – 5:30 p.m. (London time) US Helpdesk – 9:00 a.m. – 5:30 p.m. (Central Time) | |
| Clinical | Monday to Friday: 9:30 a.m. to 12:30 p.m., 2:00 p.m. to 5:00 p.m. (Paris time) Phone: +33 5 81 63 30 15 | |
| Quality & Regulatory | Monday to Friday: 9:30 a.m. to 12:30 p.m., 2:00 p.m. to 5:00 p.m. (Paris time) Phone: +33 1 40 38 81 60 | |
| Event | Monday to Friday: 9:30 a.m. to 12:30 p.m., 2:00 p.m. to 5:00 p.m. (Paris time) | |
| MACRO | Monday to Friday: 9:00 a.m. to 5:00 p.m. (London time) | |
User Community
Bringing our customers together for the benefit of all
As a member of the Ennov User Community, you will be invited to attend client gatherings in some of the most interesting destinations and share your experiences and ideas while networking in an environment that is both educational and highly social. The Ennov User Group Meeting and Spring University provide our clients with a forum to learn about our company and products through a series of presentations and working sessions aimed at helping you get the most out of your Ennov solutions. The agendas include company updates, new product releases, product training, demonstrations and more. We provide you with the opportunity to collaborate with your fellow users to help define new product features and functions and prioritize the product roadmap. Participating clients have the opportunity to present their case studies and share lessons learned and best practices with other attendees and build strong and lasting relationships with others in the community.