About C3i Solutions

About Us

C3i Solutions, an HCL Technologies company, is a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management. For the past 35 years, our unique, multi-channel approach and experience in highly regulated industries have made us the partner-of-choice for some of the world’s most trusted brands. With a strategic focus on innovation, we excel at protecting our clients’ brands, while maximizing productivity and cost efficiency.

History

On April 6th , 2018 C3i Solutions was acquired by HCL Technologies, a next-generation global technology company. Learn more about our journey in building and protecting the world’s leading consumer and life sciences brands.

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Leadership

  • Joel Morse

    President

    As President of C3i Solutions, Joel Morse brings a hands-on approach to managing all aspects of the company including strategic development, business planning, and client program consultation.

    Joel carries nearly 30 years of leadership experience in business strategy, operations and development to this role, having served as the founder and CEO of C3i, Inc. for more than 20 years. Since the acquisition of C3i by Telerx in June 2014, Morse has led the Global Healthcare Operations and Global Process Excellence teams, overseeing all healthcare operations and ensuring the highest standard of quality across all services and solutions.

    Prior to this, Joel worked at American Express in the Strategic Planning Group where he focused on new business development and investments. He also successfully managed American Express’ sales automation, database development and analysis, lead generation, collateral, and direct mail campaigns.

    Joel earned an MBA from Columbia Business School and a BS in Mechanical Engineering from Tufts University.

  • David Desch

    Chief Human Resources Officer

    As the Chief Human Resources Officer, David oversees development and implementation of HR strategy to achieve business objectives.  He is responsible for talent acquisition and development, employee relations, compensation and benefits .

    He is a seasoned leader, with more than 20 years of experience managing both global and domestic human resource organizations. He has developed significant global experience in software development, pharmaceuticals, clinical research organizations, healthcare, healthcare information technology, and professional services in both public and private companies including IMS Health, Bayada Nurses and ArisGlobal. He specializes in driving operational and cultural change to help organizations meet the changing needs of their industry.

    David graduated from Ohio State University with a BA in Human Resources, as well as an Executive Education program at Wharton Business School through Aventis Behring.

  • Jay Collier

    SVP, USA Operations

    As Senior Vice President US Operations, Jay is responsible for managing all aspects related to the service delivery from the US operations centers and the company’s Global Process Excellence (GPE) team. GPE is responsible for the company’s quality management system (QMS) including operational training, best practice sharing, process improvement, quality assurance and ISQA.

    Prior to joining C3i Solutions Jay spent 12 years at Nextel Communications in their call center operations division driving process improvement and project management initiatives.

    Jay earned his Bachelor of Arts in History from the University of Massachusetts, Amherst

  • Robert Piwko

    EVP, Global Sales & Account Management

    As the Executive Vice President of Global Sales & Account Management, Bob is responsible for driving new business growth while developing deeper strategic partnerships with current clients. He is accountable for creating a client-centric approach for relationship governance, service delivery, and business development.

    Bob’s prior experience includes Bayer Pharmaceuticals, where he was responsible for Sales Operations processes and systems, as well as Bearing Point (formerly KPMG Consulting) in its Pharmaceutical Sales and Marketing Consulting Practice. He also served as an officer in the US Navy’s nuclear submarine group.

    Bob earned his Bachelor of Science in Mechanical Engineering from the University of Notre Dame.

  • Svetoslav Georgiev

    VP, International Operations

    As Vice President International Operations, Svetoslav Georgiev is responsible for managing all aspects related to the service delivery from the operations centers in Bulgaria, India and China.  Svetoslav has nearly 15 years of experience in the field of business process outsourcing. He has also held positions of increasing responsibility with Mtel, the largest telecommunication company in Bulgaria.

    Svetoslav earned an MBA from the American University in Bulgaria and a BA in International Business from the University of Economy in Varna, Bulgaria.

  • Renie Steinhauser

    Senior Director, Pharmacovigilance

    As Sr. Director of Pharmacovigilance, Renie is responsible for oversight of C3i Solutions’ Pharmacovigilance programs, systems and processes while maintaining regulatory compliance. She is client focused and offers a proactive approach to identifying gaps and providing solutions.

    Renie began her career as a Registered Nurse and brings 29 years of clinical practice and 12 years in the Pharmacovigilance space to C3i Solutions. She has experience in data management, use and setup of clinical and safety databases, regulatory requirements, and program oversight in both the Clinical Trial and Post-Marketing arenas.

Partners

Awards & Accolades

  • Gartner Magic Quadrant: 2014 Gartner Magic Quadrant for End-User Outsourcing Services, North America
  • Customer Interactions Solutions TCM.net: Top 50 Teleservices Agencies
  • PegaWORLD 2014: Business Impact Award
  • Ventana Research: 2013 Leadership Award
  • 2013 Call Center Excellence Awards: Finalist for Best Contact Center Learning, Development & Recognition
  • Gartner Magic Quadrant: 2013 Gartner Magic Quadrant for End-User Outsourcing Services, North America
  • Customer Interactions Solutions TCM.net: Top 50 Teleservices Agencies
  • PegaWORLD 2013: Business Impact Award
  • TMC Communications Solutions Product of the Year: Social InteraXions
  • Customer Interactions Solutions TCM.net: Top 50 Teleservices Agencies
  • ContactCenterWorld.com: Top Outsourcer Ranking Award
  • Customer Interactions Solutions TCM.net: Top 50 Teleservices Agencies

Certifications

Our Operations Centers are ISO 9001: 2015 Certified!

The International Organization for Standardization (ISO) holds many companies across numerous industries to a high level of performance standards. In fact, they are the world’s largest developer of standards. When a company receives ISO certification, it means that they are providing their customers with exemplary service. We are proud that our global operations centers in North America, Europe, China and India have been recognized as ISO certified with an independent 9001:2015 certification. Clients being serviced from our USA, Bulgaria, China and India offices can be assured they are receiving the highest level of support. We deliver flexible and reliable services which meet your organization’s needs on a national or global level, saving time and money. We continue to monitor our performance standards and to constantly improve our processes to deliver the highest standard of Life Sciences’ IT services in the industry.

Applicable Standard: ISO 9001:2015; Certificate number: 53791

Data Security & Privacy

C3i Solutions is a quality and process-driven company, and we know that data privacy and security are of the utmost importance to our clients. That’s why we’ve put into place highly developed, documented, utilized, and maintained procedures that ensure the quality of our service-delivery, with our Global Compliance and IT Information Security teams leading the charge.
To that end, C3i Solutions maintains important accreditations in data privacy and security:

  • PCI DSS – Being compliant with the PCI Data Security Standard (DSS) means that C3i Solutions is doing its very best to keep our clients’ customers valuable information safe and secure and out of the hands of people who could use that data in a fraudulent way.

Data Security & Privacy Team

Shruti Dhand

Shruti is the Data Security Officer for C3i Solutions

Shruti Dhand has over 17 years of IT and Information Security experience. Shruti holds several professional certifications including the CISSP, CISM, and ISO 27001:2013 LA. Shruti oversees the information security and risk management program functions at C3i Solutions.

Heather Ferrence - R.N., B.S.N.

Heather is the Privacy Officer for C3i Solutions

Heather co-leads our Compliance Department at C3i Solutions. In addition to her role as the C3i Privacy officer, Heather oversees the Corporate Governance for C3i Solutions’ Pharmaceutical and Medical Programs. Heather ensures C3i Solutions remains in compliance with state, federal and global regulations, client expectations, and all policies and standard operating procedures.

Lyubomir Kirilov

Lyubomir is the Data Protection Officer for C3i Solutions

Lyubomir acts as the company’s Data Protection Officer for Europe and is at the forefront of the corporate GDPR compliance program. For the past years, he has been actively involved with European data privacy regulation, having achieved CIPP/E certification in 2016. Lyubomir is C3i Solutions’ main point of contact for data processing agreements, privacy incidents and invocation of individual rights within our company.