Client Communication

Dr Dangs Lab adopts from the following key strategies to ensure and achieve effective client communication:

• Thorough understanding of Client and study expectations enables the team to provide appropriate solutions and tailor services to meet expectations. Studies can often be complex and in order to thoroughly understand the requirements, a skilled team comprising of Department Heads, Program Managers, QA and support team reviews respective portions to consolidate a plan for effective and error free delivery of services


• Assign Dedicated Client Managers: Specific client managers or points of contact are defined. These are senior personnel who will act as a one-point contact for the client bringing in answers and solutions by liaising with the various departments of Dr Dangs Lab. They are responsible for all resolutions for their clients. Having dedicated individuals ensures that clients have a direct line to someone who understands their needs and can respond promptly.


• Depending on the size of the study, a Program Manager will at any given point in time handle a single or a maximum of 2 studies.


• Clear Channels of Communication: Clear and accessible channels of communication with clients are set up as per their preference viz email, phone, video conferencing, or as applicable. Clear and concise communication methodology is deployed.


• Addressing of Concerns and Issues Proactively: In case of any concerns or issues raised by clients, the Dr Dangs Lab Program Manager for the study address them immediately. The clients also have details of the escalation matrix available to them in case they face any delay. Concerns reach management directly from the Program Manager. the matter, provide a detailed explanation, and offer potential solutions or mitigation plans.


• Regular Updates for clients: Dr Dangs Lab believes in keeping clients informed about the progress of their projects or studies is imperative and the same is done via excel data or e mails regarding sample processing, test results, sample storage or as desired.


• Milestones and Achievements: The Central lab team behaves as one with its client leading to mutual acknowledgement and positive vibes around the achieving of project milestones and achievements with clients. This recognizing of successful outcomes help foster a positive working relationship.