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Meet Diana Ourthiague | Senior Vice President of Customer Success at Scientist.com

Today we’re excited to introduce you to Diana Ourthiague. Diana is the Senior Vice President of Customer Success at Scientist.com and is also a content partner. Content partners help Voyage in so many ways from spreading the word about the work that we do, sponsoring our mission and collaborating with us on content like this. Check out our conversation with Diana below.

Diana, thanks so much for taking the time to share your thoughts with our community again. Maybe you can kick things off for us with a quick intro?
Hi, my name is Diana Ourthiague and I am the Senior VP of Customer Success at Scientist.com. I joined the company 7 years ago after completing my PhD in Biochemistry from UC San Diego. My role at Scientist.com is to develop and manage our day-to-day customer and supplier interactions through our marketplaces. My team helps researchers looking to outsource a research project find the right suppliers and provide top-notch customer service throughout their entire source-to-pay journey.

What makes Scientist.com’s model unique and how is it changing the industry?
Scientist.com is an online marketplace for medical research services that makes it easier to outsource projects to external partners, which enables our customers to do more with less and develop drugs faster and at a much lower cost. Our technology connects scientists at some of the world’s largest pharmaceutical companies and innovative biotechs with a global network of contract research organizations offering the full spectrum of research services to go from idea to the clinic. Every supplier in the network is pre-contracted, has undergone due diligence that meets industry standards and is completely set up for billing. This allows for fast communication regarding study design and on-demand purchasing, saving researchers weeks compared to industry standards. We enhance this technology with a steadfast commitment to customer service at every level of the organization. Many of our customers consider us an extension of their own teams.

Are you using artificial intelligence to improve marketplace performance?
Yes, built-in machine learning algorithms allow us to constantly monitor the supplier landscape and help scientists make better outsourcing decisions. We have data on who are the most popular suppliers across the industry, who responds the fastest, who is most likely to submit a quote and so much more.

Are there benefits to outsourcing research?
Absolutely! Outsourcing research allows companies to quickly and efficiently test a greater number of ideas, especially in the discovery phase, at very low cost. Why spend all the time and internal resources to develop an entire assay or buy thousands of dollars worth of equipment when there are service providers out there who are experts in that field and can perform the entire study on-demand at a fraction of the internal cost? This leads to faster completion of the entire scientific process, from idea to data analysis to designing a follow up experiment.

How has scientific research changed since you were a student?
For hundreds of years researchers did all of the necessary work with their own two hands, but there has been a steady transition over the last 10-20 years to outsource much of the reagent creation or even whole experiments to outside labs. At the academic level, collaboration between neighboring labs, universities and disciplines to accelerate or elevate publications is commonplace now.

What lessons have we learned from the COVID-19 pandemic?
First, the pandemic has taught us a very simple lesson about ensuring your company has a diverse supply chain and solid business continuity plan. We have been helping our clients quickly find alternative suppliers and allow their researchers to effectively continue their research even when labs are closed or understaffed. More importantly, humans are capable of amazing things when there is the greatest sense of urgency. The speed with which scientists jumped into action, shared information and developed the vaccines is nothing short of amazing and shows us what is truly possible if we approach all diseases with the same shared commitment.

What opportunities do you see in the company’s future?
R&D is in the middle of a transition from being done in 30 or so centralized large pharma labs to being done in a democratized ecosystem of thousands of smaller, niche biotechs. Scientist.com will be one of the tools that supports this revolution by providing a platform for researchers with a great idea, regardless of the size of their organization.

Alright, so before we go, how can our readers connect with you to learn more and show support?
Please follow us on social media and get it touch with our team if you’d like to sign up to use the platform. marketing@scientist.com
Website: www.scientist.com
Linkedin: https://www.linkedin.com/company/scientist-com/
Twitter: https://twitter.com/scientist_com

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