Top CRM Innovations: Empowering Commercial and Medical Teams to Thrive in a Dynamic Industry Landscape
The increasing importance of digital channels is a catalyst for change in many biopharma companies, with more than 90% expecting improvements in digital expertise within every function of their organizations.1 Field teams, in particular, are experiencing constant role evolution and have to master new skills and behaviors on their way to omnichannel excellence.
With each release, Veeva strives to discover new ways to enhance field and medical teams’ day-to-day activities and optimize CRM to add value across use cases and user groups. Whether adding new capabilities or enhancing existing ones, our goal is to equip teams with best-in-class tools. Here are the highlights of Veeva CRM 22R3 and 23R1 releases:
Enable new engagement strategies with more device flexibility
Given mobile, iPad, and desktop are approaching parity, field teams can work efficiently and engage with customers while using the device that best meets their needs.
Get a content-centric desktop experience
Hybrid and fully remote field forces need different workflows and the ability to start and share content quickly. Now, Engage content sharing, call lists, remote CLM capabilities, and high-performance call reports are available from the CRM desktop app for a better user experience.
Make it easier to access and share content
CLM content is now fully accessible on iPhone, allowing your teams to choose the most appropriate device for their interactions. Field teams can now review content together with slide notes to prepare for meetings and share presentations and approved websites with HCPs directly from their phones, via web link or QR code. Field teams can share content with HCPs respecting their channel preferences, including instant-messaging channels.
Optimize workflows across multiple apps
Field teams can now access Engage Connect (Chat capabilities) directly from Veeva CRM, providing a unified user experience. To increase user efficiency, account deep linking enables users to navigate directly to a specific account profile in Veeva CRM from an external application. With account deep linking, users can do that automatically without signing into Veeva CRM and searching for a specific HCP. Deep link capabilities are now available on iPhone.
Navigate complex account relationships from the iPad
The Stakeholder Navigator, a visualization tool of organizational structures and affiliations between the HCPs working in those structures, is now available on the iPad, with full offline capability optimized on touch rather than click.
Streamline engagement between commercial teams and HCPs for easy and accurate execution
HCP engagement is now less of an outward push and more of a two-way conversation that empowers HCPs to get the information they need when they need it. Address your customers’ needs with the right content, in the right channel, at the right engagement level.
Simplify scheduling
Veeva Engage Integrated Scheduling enables HCPs to find the most suitable time and channel to meet with field teams. Now, reps can mark off their unavailable time to prevent scheduling conflicts. To expedite the call scheduling process, the new Outlook integration keeps field teams and HCPs’ calendars in sync inside and outside Veeva CRM.
Allow HCPs to sign for Business Reply Card (BRC) samples at their convenience
Give HCPs more flexibility to sign for samples from anywhere, anytime, with the asynchronous remote signature capabilities as a native part of CRM. Asynchronously capturing signatures for BRC samples provides the flexibility of paper-based sampling with the speed, accuracy, and accountability of remote signature capture.
Schedule and track bulk-compliant emails
Recommended Emails allows business admins to publish fully prepared compliant emails for field teams to send to targets. Veeva CRM creates drafts or scheduled emails based on campaign records and recommends them to end users to be modified, rescheduled, or sent as-is to the campaign targets.
Improving end-user experience across user groups
Engage no longer requires an app download for HCPs
Full Engage functionality for HCPs is now accessible via the browser on any device. HCPs who access Engage from the browser have the same capabilities as the app.
Increase the value of scientific content through a network effect of HCP to HCP engagement
HCPs can chat with each other within the Engage app. Now, HCPs can share helpful information with colleagues and extend the reach of your scientific content.
Help medical teams share scientific information across devices
Medical teams can now review key messages from slide notes when preparing content in the media player on iPad and desktops.
Enhance the event speaker experience
Event speakers can now access their latest event logistics, contracts, and event content via a self-service web speaker portal integrated with Veeva CRM Events Management.
Introducing the next generation of CRM for life sciences
In Early May, we unveiled Vault CRM, built for today’s complex treatments and engagement models with an AI-powered CRM Bot, integrated call center, and the full functionality of Veeva CRM.
You can also hear the latest innovations from industry leaders during Veeva Commercial Summit, Europe, 28-29 November 2023.
To stay up to date on more product capabilities, join Veeva Connect, a customer community with product information where you can share tips and best practices with industry peers and get your questions answered directly by Veeva product experts.
1 EPG Health Report: The Gaps Between HCP Demand and Pharma Supply of Medical Information, 2021