HCP Engagement Solutions with
Veeva Vault CRM Suite
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What type of HCP engagement solutions do pharma companies need?
Healthcare professionals (HCPs) want to connect with sales reps and medical science liaisons (MSLs) between scheduled meetings.
The benefits of efficient and regular HCP engagement are clear: Companies see 40% faster treatment adoption when they engage key experts at congresses, help develop clinical guidelines, and secure coverage in publications before launch, compared with those that invest less in these types of outreach.1
Email remains the top digital channel, handling 25% of interactions2. However, HCPs now often need immediate guidance to gather information and improve patient outcomes at the point of need.
Veeva Pulse Field Trends data show that field teams responsive to HCPs’ needs in real time have a vastly different channel mix. They have more than double the number of digital touchpoints while maintaining or increasing in-person activity.
“I prefer text messages because I don’t know what the other person is doing at the time. If I have an emergency, that is better than a call.”
Building trust with healthcare professionals (HCPs)
Building trust involves listening to HCPs’ needs, concerns, and feedback and responding to them in their moment of need. HCPs also want on-demand access to resources that help patients initiate treatment, from securing reimbursement to site certification support.
Biopharmas can advance their HCP engagement solutions by combining in-person interactions and traditional channels like compliant emails with inbound channels, enabling HCPs to reach out proactively between scheduled meetings.
Companies that build an array of communication channels and facilitate those connected channels around individual preferences will win in HCP engagement.
Pharmaceutical companies provide excellent customer service and add value at key moments using innovative engagement tools.
What should all HCP engagement solutions have in common?
- Regular and dependable communication: Field teams should be consistent in their messaging and follow through on commitments.
- Seamless handoffs: Even when multiple teams are involved, each HCP touchpoint should build on the previous and inform the next.
- Use of the right channel at the right time: Build better customer journeys and improve collaboration with personalization.
“Physicians must be continuously educated. Every interaction should inform the next communication.”
What HCP engagement solutions does Veeva offer?
Veeva’s HCP engagement platforms are a full suite in Veeva Vault CRM Suite, which offers a range of tools designed to elevate HCP engagement.
Vault CRM: The most advanced CRM for life sciences
Veeva Vault CRM is the core of Veeva’s CRM Suite. Vault CRM is an enterprise customer relationship management application for biopharma, consumer health, and animal health companies. It connects sales, marketing, medical, and service teams with a single customer database.
It also integrates key commercial applications and processes for more effective field planning and engagement across personal and digital channels. Vault CRM Suite includes global applications that address unique local, country-specific business and compliance requirements.
Vault CRM’s integrated commercial applications for HCP engagement are:
- Veeva Vault CRM Engage
- Veeva Vault CRM Events Management
- Veeva Vault CRM Approved Email
Users access all applications through browsers and desktop applications. Vault CRM also includes full offline support on iPad, iPhone, and Android devices.
Explore how Veeva’s tools can help improve your HCP engagement strategies.
Vault CRM Engage: HCP engagement platform for all digital interactions
Vault CRM Engage is an add-on application to Vault CRM for digital engagement between CRM users and HCPs. Connecting with HCPs and office staff is easy. Users schedule meetings, chat compliantly, share approved content, and have virtual meetings using the same application.
Field teams access Vault CRM Engage directly in Vault CRM. HCPs have a standalone application, or they can use the browser version.
How it helps
Share content: Deliver the right information faster
The platform makes it easy to share relevant content like presentations, documents, videos, and other educational resources. Field teams can share trackable links to content via digital channels: email, Vault CRM Engage, and various messaging apps. All content shared is always compliant and always up-to-date.
HCPs can access these resources at any time. Even if the home office updates the information, HCPs always see the most recent version. They can also easily share these links with colleagues.
Connect via chat: Fully compliant free text
HCPs often need information from multiple reps and MSLs, and it can be difficult to locate the correct person. The connect capability gives HCPs instant access to field teams.
The convenient industry phonebook in Vault CRM Engage holds all HCPs’ pharma connections. HCPs reach their contacts anytime, anywhere.
Improve access: Virtual meetings made easy
Vault CRM Engage lets field teams have virtual meetings directly within the Vault CRM system. They can present remotely and share approved content with HCPs, while HCPs join from a tablet, desktop computer, or mobile device.
Schedule meetings: Get on an HCP’s calendar every time
Using Vault CRM Engage, HCPs can view field teams’ availability and book appointments at their convenience, 24/7 for any channel, with no need for back-and-forth emails and phone calls.
The Microsoft Outlook and Vault CRM Engage integration connects Vault CRM My Schedule with the Outlook calendar. Users see all their appointments in both places but only need to add them once.
Get signatures easily: HCPs can sign from any device
The sign capability makes it easy and efficient to get the necessary approvals and agreements from HCPs. The electronic signatures for samples and medical inquiries are always compliant and save time for both parties.
“Engage allowed reps to respond more quickly to HCP requests for patient resources, content, or samples.”
Vault CRM Events Management: HCP engagement platform to plan and execute all events
Vault CRM Events Management is a single software solution for planning and executing all event types — such as speaker programs, advisory boards, roundtables, and other fee-for-service engagements. It gives pharmaceutical companies control and visibility over content, attendees, speakers, and expenses.
Vault CRM Events Management works seamlessly with Veeva Commercial Cloud products, including:
- Vault CRM Approved Email for attendee invitations
- Veeva PromoMats or Veeva MedComms for approved content like educational resources
- Vault CRM Engage for virtual events and content-sharing
- Vault CRM or Veeva OpenData to reconcile attendees for transparency reporting
Vault CRM Events Management is embedded in Vault CRM to provide a 360-degree customer view. Users can capture all activity in CRM and gain valuable insights.
How it helps
Vault CRM Events Management streamlines operations and frees up rep time for in-field activities. It combines flexible tools for planning, execution, and follow-up and makes managing events a breeze.
Plan
- Business rules engine: configurable set of rules in five key areas: attendee requirements, expense estimates, spend rules, speaker rules, and required materials
- Speaker management: profile, status, and utilization data on all speakers, in one place
- Contract management: automated contract creation and management
- Budget and expense estimates: across all event types in one place, Concur integration
- Attendee management: attendee profiles, invitations, attendance tracking, walk-ins
- Approval workflows: reduce bottlenecks with automated workflows by event type
Execute
Manage and host interactive and collaborative field-led events using one solution for all event formats: in-person, virtual, or hybrid. Digital sign-in, including QR codes, enhances the customer experience. Plus, with disconnected mode, you can use key features even without an internet connection.
Track and measure
- Event surveys: built-in capabilities, captured in real-time in Vault CRM
- Reporting: a single place for all customer spend data helps with accurate transfer of value reporting, and provides valuable insights
- Easy audit: always accurate records and accurate audit trail history
“With complete insights on how experts engage, Events Management helps deliver relevant omnichannel experiences for better patient outcomes.”
Vault CRM Approved Email: Reach HCPs via compliant email communication
Vault CRM Approved Email is an add-on application for Vault CRM. It allows users to reach HCPs via compliant emails in a unified experience.
How it helps
Reduced email assembly time
Customer-facing teams can quickly assemble an email by selecting approved templates, content fragments (links in the email), and optional personalization such as a personal greeting. These features streamline the email creation process while maintaining consistency and adherence to regulations. The home office can schedule Approved Emails and send them on behalf of field users.
Tailor your communication easily
Vault CRM Approved Email allows for personalized and segmented email campaigns. It makes it easy to tailor communication strategies based on HCP preferences and behaviors. This personalized approach improves engagement and response rates.
Track the impact of all emails
Tracking email interactions and providing audit trails is easy. It allows organizations to monitor and adhere to regulatory requirements at every step of the customer journey. It also automatically captures and records Vault CRM Approved Email activity like sends, open rates, and click-throughs. Brands can see which materials work best and quickly adjust to customer needs and business changes.
“Field reps can now create their own personalized email. Approved Email’s customization extends the reach and relationships with HCPs.”
2 Veeva Pulse Field Trends Report, Europe, Q4 2024
3 Average figures from 10+ live Events Management European customers