From the moment you contact us, our priority is to provide the best possible service and ensure that your needs and expectations are met.
It is as important for us to understand your company and your goals as it is for you to be well informed on our approach and capabilities. Therefore, we aim to promote an open and efficient dialogue from the very inception of a project. This, to us, is the foundation of a good working relationship between any client and a service provider such as ERA.
Our responsibility is to appreciate your business requirements and, applying the experience of our long track record as a successful consultancy, develop a bespoke solution towards ensuring the success of your goals.
The Initial contact:
- Use our contact us form to email us and you will receive a rapid response from our client services group, or
- Call one or our office during their respective working hours, when there will be someone available to take your call and respond to you initial questions.
- Members of the ERA team regularly attend networking events and conferences around the world, and would be pleased to use that opportunity to schedule a meeting with you.
- Usually, after the initial contact, we would schedule a teleconference or face-to-face meeting, to discuss your needs in more detail and provide more detailed information on our organisation.
- It is most appropriate before such a teleconference or meeting to sign a CDA/NDA, so that confidential details of your project can be discussed.
- The benefit of the initial teleconference or meeting can be optimised if you provide us with background information in advance.
- Please note, however, that we do not expect to provide specific consulting services at the initial meeting, unless you specifically request this; nevertheless, during the teleconference or meeting, we would certainly aim to demonstrate our suitability as consultants for your project.
The proposal stage:
- Once we have had an opportunity to assess your needs and if you wish to proceed in further discussions with ERA, we will prepare a dedicated proposal, providing details of the task(s) involved, the scope, the proposed timelines for the activity, the allocated team members and the estimated cost.
- We recognise that the needs and budget of every client company are unique; therefore, we aim to submit a flexible, tailored solution to suit your specific requirements.
- The amount of input ERA provides can vary enormously, from just an hour's consulting time on a specific issue to a project that requires us to manage your regulatory strategy from start to finish, as well as compiling your documents for submission to a regulatory agency.
Project management at ERA:
- Senior members of the ERA team are frequently 'on the road', visiting clients or attending meetings with regulatory agencies.
- In order not to place a burden on the client to 'track down' a particular member of the ERA team, we usually assign an ERA project manager, who functions as the primary interface with the client, facilitating efficient interactions.
- It is the role of the project manager to ensure that your ongoing requirements are met as expediently as possible. It is also the role of the project manager to assign specific tasks to the most suitably qualified members of the ERA team.
- Reality is that things don't always go according to plan. In such instances, if the client has concerns on progress of a project, then it is the responsibility of the project manager at ERA to ensure that any concerns are addressed and resolved.
Working with ERA:
- With a permanent team of more than 30 professionals, we have the resources to address any unexpected issues that may arise during the course of a project and, indeed, to cover a significant change in scope of a project, which is not an unusual occurrence.
- A key to our success has been to utilise the scientific and technical resources of our four offices in Europe, the USA and Australia in an integrated manner, involving suitable qualified and experienced members of the team in several of our offices on larger projects.
- The working day at ERA is over 19 hours! This results from our presence in four time zones, so that partially completed tasks can be forwarded from one office to another in an earlier time zone, for particularly urgent tasks, such as responses to urgent agency questions. It is not unusual for us to turn around such critical issues within 24 hours.