Press Release

C3i Presents the Optimal Support Model for SaaS CRM Deployments during the Veeva Customer Summit

Philadelphia,PA – May 11, 2010

Philadelphia, PA 11 May, 2010-C3i Inc, the leading provider of technology support services for the life sciences industry, unveiled the optimal operating model for Software-as-a-Service (SaaS) CRM deployments during the Veeva Customer Summit in Philadelphia, PA.

C3i‟s presentation, „Your Veeva Application Has Been Deployed: Now What?‟ delivered best practices for clients in the pharmaceutical industry to define and establish an ongoing support model in order to achieve cost effectiveness and long term success when moving to cloud computing solutions. The comprehensive presentation included customer case studies of Tier 1, 2 and 3 support services and explored strategies for ongoing end-user training.

When establishing a support model for their SaaS applications, life science companies face challenges such as lack of appropriate management, lack of accountability and sponsorship, and hidden unanticipated costs. Leveraging its experience as a Veeva partner on implementation, integration, support, and training, C3i addressed those challenges and discussed the opportunities a comprehensive and well defined operational model provides to achieve complete cost and service transparency.

The C3i presenter gave examples illustrating that in order for the help desk to become a strategic asset for organizations, it‟s important to create an integrated operations model.This is crucial not only for standard technical questions, but also for more complex pharmaceutical business inquiries.

Tier 1,2 and 3 support, as well as ongoing training, are the key components needed for a successful operating model to provide enhanced end-user adoption for pharmaceutical SaaS deployments. C3i‟s presentation concluded that for optimal results, cross-tier linkages between support tiers need to be clearly defined and focused on continuous improvement. Additionally, effective training can be delivered through a combination of asynchronous, self-paced eLearning, classroom training, and synchronous distance learning, thus maximizing end user effectiveness while lowering total cost of ownership.

Robert Piwko, the Senior Vice President and General Manager of Global CRM Services at C3i, concluded: “SaaS based applications like Veeva are less complex to support and maintain. However, during the implementation process, clients need to design their ongoing support environment with same level of rigor that they use to design the application.”

About C3i:

Headquartered in Morristown, New Jersey, C3i Inc. has global operations in the United States, India and Bulgaria. Their 900 employees provide systems implementation, technology training, multi-lingual help desk, hardware provisioning, and break/fix, asset management, and user/application administration services for pharmaceutical sales and clinical professionals worldwide. To learn more, visit www.c3i-inc.com.