Support - Frequently Asked Questions

Exco InTouch services have been optimized to work with certain web browsers. To ensure you have the best possible experience using our services we recommend you follow the steps below:

• Identify what web browser you are using:
  • Go to the Help menu bar at the top of your browser, click on it and you will be told what browser you are using (Firefox, Internet Explorer, Chrome, Safari)
  • Then click the About link and you will be shown what version of the browser you are using

Once you have identified what web browser you are using follow these instructions:

For Users with Internet Explorer version 8 (IE8) or 9 (IE9) compatibility mode must be turned on:

If you are using IE8, click the compatibility view button found to the right of the address bar (as below):

• If you do not see the icon you will need to open the Tools menus at the top of your browser and select Compatibility View Settings
• Under Add this Website, type www.excointouch.com
• Click Add and then Close

If you are using IE9, right click on the Gear Icon in the upper right hand corner

• Select Command Bar
• Open the Tools menu which appears at the top of your browser and select Command View Settings
• Under Add this Website, type www.excointouch.com
• Click Add and then Close

When you close the Settings window, the page you're on will refresh and display in compatibility mode. You should then be able to access our services.

If you are using a version of Firefox which is below version 9, please visit:

http://www.mozilla.com/en-US/firefox/new to download the latest version.

If you have trouble viewing any part of this website, please let us know so we can address the problem. Fill out our User Support Form and include your browser and computer type in the comments. 

InTouch Clinical (REACT) only stores the subject ID, phone number and email address (if supplied) which the subject consents to be used. No other personal information is accessible to Exco InTouch. These are used only to send study reminder messages to the study participants.

Subject information is not sold or passed on to third parties in any way.

Yes, a subject can decide to discontinue the service at any time by notifying the site. The site will remove the subject from the system so that the subject will no longer receive messages.

Only Exco InTouch (for support) and the assigned investigator site staff will have access to the InTouch Clinical (REACT) website. Sites will only be able to view their own site.

This service does not cost the site anything to use. Exco InTouch does not charge the subject, but in North America it may cost subjects to receive messages. These will be charged at their network’s standard rate. It is expected that costs can be recovered via a stipend paid to the subject.

Subjects in North America will receive an ‘Opt-out’ message from their network provider the first time they receive an Exco InTouch message. This is a requirement of the networks and not something we can control.

Please instruct your subjects not to reply ‘STOP’, instead they should contact you if they do not wish to receive reminders.

The Opt-Out Message required by the network carriers can vary but it will look like the example below:

“Exco InTouch alerts. For help, excointouch.2sms.com or call +1 877 5886824. Std Msg Charges Apply. Reply STOP to cancel”

This system is secure for the subject as it complies with all global data privacy regulations. Only site staff have access to the subject’s phone number, and once withdrawn the subject is no longer viewable in InTouch Clinical (REACT).

Exco InTouch will not give or sell the phone number to anyone else (including the study sponsor). In the database, subject phone numbers are encrypted at 256 bits and the database contains a full audit trail of all messages sent and received. Exco InTouch only uses sponsor and ethics / IRB approved text message content to send out to the subject.

We are fully approved and regulated, complying with HIPAA, the EC Data Privacy Act and the FDA Guidance for Computerized Systems used in Clinical Trials.

Exco InTouch have been using SMS technology in clinical trials for 5 years, in over 60 countries, involving over 390,000 subjects in all phases of clinical trials. In this time 45 clinical trials and over 3,674 sites have utilized InTouch Clinical (REACT).

Save Time: once the subject is enrolled, the system will do the work for you; an individual visit schedule (including acceptable visit windows) is created for each patient and timely reminders are sent out direct to the patient’s mobile telephone or cell phone or email address.

Save  Resource: site staff are left free to get on with more important jobs, not needing to spend time on the laborious task of chasing and phoning subjects.

Improve adherence to visit schedule and protocol: subjects  can be reminded of appointment dates, when they should take their medication, when to fast, when to complete a diary etc, and are provided with the clinic’s telephone number in each text message in case they should reschedule or need to get in touch.

Support:The InTouch Clinical (REACT) system helps you ensure patients are informed, feel supported and stay engaged throughout the duration of the study.