Clinical trials need flexibility, but most systems are rigid. Conor Garrett from Scout Clinical explains how they built flexibility into every layer of their patient payment and travel logistics services. From customizable portals that adapt to site preferences to a 24/7 patient liaison team that steps in when flights get canceled or payment issues arise, Scout's approach is people first, technology enabled. Conor shares why technology supports the process but people support the experience, how they listen to site feedback and actually implement changes, and real scenarios where human intervention prevented patient dropouts. Learn why balancing automation with human touch matters and how flexible systems remove friction so sites can focus on what matters most.