We know that implementing new technology can feel daunting. Fortunately, we caught up with Alicia Gearhart, Director of Professional Services to break it all down in this month’s Ask the Expert: Tips for onboarding SOMS. As a seasoned pro in guiding clients to onboarding site-based eClinical solutions, Alicia shares insights on how to pull it off effortlessly. Here’s what she had to say about tackling the challenge, avoiding common pitfalls, and making technology your team’s new best friend.
Q: Let’s talk integration. What is a Site Operations Management System (SOMS) and how do you ensure tools like CTMS, eSource, and eReg/eISF work together smoothly?
A: SOMS is the ultimate all-in-one system. It combines CTMS, eSource, eReg/eISF, and participant engagement tools into an integrated and centralized system. Instead of juggling multiple vendors, logins, and disconnected workflows, SOMS creates a unified experience where everything works together effortlessly. And best of all, while the platform is fully integrated, it’s not an “all-or-nothing” system. Activate only the features you need and add other systems as your processes and operations scale.
SOMS is built for integration, so data flows seamlessly between tools. For example, data captured in eSource automatically populates CTMS and updates eReg/eISF. This eliminates redundancies and ensures everyone is working with the same accurate information.
Q: What’s the key to successfully onboarding a Site Operations Management System?
A: Unified platforms have come a long way and are worth an evaluation. The secret sauce is all in the planning. Think of onboarding as a recipe: you need the right ingredients (the tools), clear instructions (your implementation plan), and a great chef (your team). Start by prioritizing what’s most critical to your operations. Don’t try to bake ten cakes at once—phase your rollout to focus on one solution at a time while ensuring each integrates seamlessly with the next.
RealTime Professional Services is like having a personal navigator for your onboarding journey. We don’t just hand you the tools and wish you luck. We walk alongside you, tailoring the implementation to your specific needs. Our team handles the heavy lifting, from creating a phased rollout plan to training your staff and ensuring all systems integrate seamlessly.
Q: That sounds logical, but teams are often overwhelmed by change. How do you manage that?
A: People resist what they don’t understand, so it’s crucial to explain why these tools are being implemented. That’s where communication is key. Show your team the benefits in their day-to-day tasks, whether it’s eliminating redundant data entry or speeding up regulatory processes. And don’t forget to involve them early. Engaged teams become invested teams.
Our Professional Services consultants also offer change management services that focus on building confidence within your team. By providing customized workflows, detailed user guides, and ongoing support, we ensure a smooth transition that minimizes disruptions and maximizes results.
Q: What’s the biggest mistake organizations make when implementing multiple eClinical solutions?
A: The biggest mistake isn’t going live with multiple products. It’s doing so without a solid plan. We’ve had many successful customers launch several RealTime modules at once, but the difference-maker is always planning and support. Flipping the switch without first mapping out how each system fits into your workflows can lead to confusion, duplication, and inefficiencies. Another misstep? Underestimating the importance of training. You wouldn’t throw someone into the deep end without teaching them to swim. Same goes for your team. Train thoroughly. Then train again.
Where our team really shines is helping sites navigate complex, multi-product implementations with a focus on streamlining workflows, not just activating features. It’s about aligning the tech with how your team actually works so adoption is smoother, and results come faster.
Q: What’s one overlooked aspect of onboarding that can make or break the process?
A: Underestimating the human element. Technology is only as effective as the people using it. If your team doesn’t feel confident, comfortable, or consulted, adoption will stall. Successful onboarding goes beyond technical setup. It requires listening to the people who will actually use the tools. When sites don’t involve all key stakeholders early on, it’s much harder to drive lasting adoption. Feedback, buy-in and trust are essential.
Invest in your people. Offer tailored training, create user-friendly resources, and provide space for feedback and iteration. Track your wins and adjust as you go. Sites that prioritize people, not just products, are the ones that get the most value from their tech and ultimately stand out to sponsors.
Q: Can you share a real-world example of successful multi-solution onboarding?
A: Absolutely. We’ve helped many organizations successfully launch multiple RealTime solutions at once, including full-stack implementations of CTMS, eSource, eReg/eISF, Pay, Text, and Engage!
One standout example: a multi-site research organization that adopted the full RealTime suite in a single, strategic onboarding process. Instead of phasing tools one by one, we helped them align their workflows across all modules from the start. This ensured better consistency, minimized disruption, and accelerated adoption.
With the right planning and support, they were able to double their study capacity without increasing headcount, significantly reduce manual errors, and improve audit readiness across the board. The key? Tailoring the onboarding approach to the customer’s needs – and staying focused on workflow optimization, not just feature activation. When sites launch with a clear plan and cross-functional buy-in, the results speak for themselves.
Q: What’s the best advice you’d give to someone just starting their onboarding journey?
A: Think marathon, not sprint. Start with a clear roadmap, involve your team from the outset, and tackle one step at a time. Also, don’t be afraid to ask for help, that’s why we’re here. With our Professional Services offering, clients can leverage our in-house technology expertise. We’ve seen it all before and can guide you through the process.
Q: Onboarding can be overwhelming for teams. How does RealTime Professional Services ease that burden?
A: We take the complexity out of the equation. Our team breaks the process into manageable phases, provides hands-on training, and offers continuous support. With Professional Services, your team isn’t left to figure things out on their own. We ensure that every user feels confident and capable, which leads to better adoption and long-term success.
Q: Finally, how do you know when onboarding has been successful?
A: Success is when the tools feel like second nature. When teams stop saying, “This new system…” and start saying, “This is how we do things now.” You’ll also see tangible results like faster workflows, fewer errors, improved data quality, and, most importantly, a happier, more efficient team.
Wrap Up
Onboarding a complete Site Operations Management Systems (SOMS) doesn’t have to be overwhelming. RealTime is built to scale with you, so you can simply add as you grow. And with RealTime’s Professional Services guiding the way, your organization can achieve unparalleled efficiency, scalability, and success. As our Director of Professional Services wisely points out, it’s all about planning, communication, and phased execution.
You’ve got a site to run, patients to care for, and research to move forward. We’ll handle the tech. Explore RealTime’s Professional Services.
