Life Sciences organizations are navigating increasingly complex research and compliance environments, and information services play a critical role in supporting innovation and decision-making.
In our three-part interview series, we spoke with CCC experts to gain insight into best practices companies can take to support the implementation, adoption, and long-term success of these services.
In part three of our series, Janelle Casella, Senior Director of Client Engagement & Strategy, shares her perspective on how Life Sciences organizations can sustain long-term value and future-proof information services. Casella leads cross-functional teams focused on driving retention, strengthening client partnerships, and delivering scalable engagement models.
Read the first interview in our series on implementation and onboarding with Caleb Keen here.
Read the second interview in our series on adoption and change management with Thomas Ogier here.
How do you and your teams work with clients to ensure that their software continues to deliver value as their needs evolve over time?
Casella: Our Client Engagement teams are committed to providing exceptional service to our clients at every stage of their growth. From start-up organizations to multi-billion-dollar enterprises, CCC’s dedicated staff plays a critical role in sustaining long-term client success by continuously adapting to our clients’ emerging challenges and business priorities. As clients’ needs change over time, our teams deliver value through a combination of proactive engagement, partnership, deepening expertise, and consistent operational excellence.
What does “future-proofing” look like in practice for Life Science organizations?
Casella: Building capabilities, systems, and processes that remain resilient as science evolves is critical. By providing fast, reliable access to the latest scientific information and doing so in a copyright-compliant way, organizations can make decisions quickly and confidently as the scientific and regulatory landscape continues to change.
Systems that support speed and efficiency, foster innovation, and build collaboration while balancing risk management and cost control are critical to any Life Science organization’s success. Investing in solutions that can scale is the cornerstone of “future-proofing.”
How do you and your colleagues maintain a strong partnership with clients beyond the initial deployment and adoption phases? Are there any specific practices that have been particularly beneficial?
Casella: CCC assigns a team of Client Engagement professionals to clients, and their main goal is to facilitate long-term client success throughout our entire partnership. We also provide an award-winning 24/7 Customer Service staff, so there is always an expert available to answer questions along the way.
Our Client Engagement team works with each of our customers to define what success looks like and develops plans to help support those goals. We’ve also found that our clients appreciate having regular, scheduled check-ins in order to dedicate time to discussing any challenges or opportunities that may be at top of mind.
Can you share an example of how CCC has helped clients adapt to emerging trends such as AI?
Casella: At CCC, we recognize that copyright risks have increased with the rise of generative AI. Licensing accelerates responsible AI, and CCC has built internal AI rights into our core annual copyright license. We also make it easy to check rights permissions via our software solutions with up-to-date information on how content can be used under your CCC licenses, and CCC engages in thought leadership and education around copyright and AI.
In your view, how do long-term strategic partnerships rather than short-term deployments support software administrators in delivering sustained value to their organizations?
Casella: We take our client relationships seriously and work to meet our clients where they are. Whether they are newly creating a copyright policy, rolling out new software to support growing R&D, or are an established organization, we partner with our clients to help build their success.
By understanding our clients’ vision, aligning shared goals, and deeply understanding the business, we strive to deliver continuous value. Fostering transparency and consistent communication, we can adapt with our clients as new needs evolve. CCC is dedicated to helping our clients increase efficiency, reduce risk and build long-term scalable solutions.