Give Your Customers Batch Visibility

Situation

A CDMO manages batches for multiple customers across one or more sites. Customers routinely reach out by email or call to ask where their batch stands, what has happened to it, and what is waiting on their own response. Providing these updates manually is repetitive, inconsistent between customers, and pulls staff away from actual batch release work.

Core Challenges

• Customers have no direct visibility into their own batch status, only what is manually communicated to them
• Status update requests consume significant time across CDMO operations and customer-facing teams
• Sharing raw internal data risks exposing information that should stay internal, such as the responsible person, internal working dates, or root cause detail
• Building a dedicated customer portal from scratch is a significant engineering investment most CDMOs are not positioned to take on themselves

q_alizer Deployment

Handshake, powered by q_alizer, is a white-label customer portal, branded to the CDMO, that gives each customer a live view of their own batch portfolio: promised dates, current status, and what is currently waiting on their response. A defined set of internal fields, the responsible person, internal working due date, internal risk notes, and internal stream codes, is deliberately excluded from the customer facing export, with the reason stated directly on the portal itself. The CDMO retains its own internal view with all fields visible, so what is shared and what is withheld can always be reviewed and adjusted.

Business Impact

Comparable deployments reduce manual status update requests, freeing CDMO customer-facing teams for higher value conversations instead of repetitive status lookups. Customers gain self-service visibility into their own batches without waiting on an email reply, and the CDMO gains a differentiated, branded touchpoint with its customers without needing to build or maintain its own portal.