During our Site Tech Roundtable with Clinical Research Pro, we discussed the endless options for research site technology vendors and solutions.
So, how are clinical research sites deciding between vendors and products?
1. Support matters more than you think
“Lack of help/support/guidance on how to use [the platform] ends in a frustrated site.”
If support is just a ticketing system or outsourced hotline, you’re likely to be stuck when timelines are tight. Sites should ask vendors what happens when something goes wrong, who do they call, how fast is the response, and what happens if an issue delays a visit or submission?
2. Ask about training and cost
“What does the training and implementation process look like? Is there an additional charge for training?”
Some tech vendors charge separately for training, offer limited sessions, or don’t account for turnover. Be sure to clarify whether training is included, how long it lasts, and whether there’s ongoing access to recorded sessions or resources for new staff.
3. Ensure the vendor speaks your language
“It makes a difference what role the demo person has. Are they IT or do they actually use the system?”
If the person giving you a demo can’t walk through a PI signature or delegation log step-by-step, that’s a red flag. Prioritize vendors whose demo team includes operational users or product trainers, not just sales reps.
4. Confirm site technology interoperability
“Tech doesn’t talk to each other, so much duplicate data entry!”
Sites shouldn’t be toggling between six systems to complete one visit. Ask site technology vendors which integrations are already live and whether they’ll support future connections especially with CTMS, EHR, or eReg systems you already use.
5. Look beyond the sales pitch
“What is your support cascade? How are real-time issues handled?”
Ask what happens after go-live. Who manages updates? How are urgent bugs fixed? Look for structured escalation paths, not vague “we’ll look into it” responses.
6. Always ask for references of your site type
“If you’re an AMC, don’t settle for a testimonial from a small private site.”
A tool that works for a 5-person independent site may not scale for a university medical center. Ask for references aligned to your structure and workflow complexity.
Download the PDF resource for our site technology vendor questionnaire here