Driving Global Veeva CRM Adoption Success

Accelerating global adoption of Veeva CRM with tailored, scalable training at enterprise scale

Delivering 98% user readiness through role-based enablement, localized training and continuous learning frameworks

5 min read

Overview

A global pharmaceutical leader embarked on a large-scale digital transformation to standardize its commercial and medical operations through Veeva CRM. To achieve consistent global adoption while meeting diverse regional, regulatory and role-specific needs, the organization partnered with HCLTech to build a scalable, multilingual training and enablement framework.

Over an 18-month engagement, HCLTech delivered an enterprise-wide learning ecosystem spanning five continents and 17 languages. The program combined digital, instructor-led and role-based learning approaches to create a unified and engaging user experience, preparing thousands of commercial, medical and home-office users for confident Veeva CRM adoption from day one. This integrated approach ensured both global consistency and local relevance, enabling sustained CRM utilization across markets.

The challenge

Achieving global training alignment with local flexibility, role-based enablement and scalable onboarding

The client needed to enable diverse teams, commercial sales, medical affairs and home office functions, across regions with unique compliance needs, systems and languages. Ensuring consistent global standards while tailoring learning to local markets like China, Brazil, Vietnam, Turkey, Germany and Japan, requiring both scale and agility.

Additionally, the client sought to:

Deliver role-based enablement for multiple personas including MSLs, sales reps and administrative users
Provide continuous learning beyond go-live through digital, on-demand formats
Build internal capability to sustain adoption post-deployment

The objective

Empower users with tailored, timely training for confident Veeva CRM adoption and long-term success

Our client aimed to create a consistent learning framework that enabled every user across roles and regions to adopt Veeva CRM with confidence from day one, while establishing a foundation for long-term success through Train-the-Trainer (TTT) programs, engaging eLearning and reusable learning assets that could evolve with the organization.

The solution

A multilingual, blended training model driving CRM adoption, role readiness and sustained learning impact

HCLTech implemented a comprehensive, scalable training ecosystem combining digital and instructor-led training methods to deliver multilingual, role specific enablement across five continents and 17 languages. The solution empowered users with consistent, engaging and outcome driven learning experiences that accelerated adoption and long-term performance.

Role-specific curricula for commercial, medical and home office users
Developed localized eLearning modules as pre-training digital courses in regional languages, including specialized video content for China
Delivered video-based learning programs for North America MSLs and commercial new hires that provided engaging, repeatable onboarding content with embedded reinforcement tools
Conducted global Veeva event management enablement hands-on sessions focused on event management tools and its integration with other corporate applications, supported by ad-hoc videos, eLearning, TTT sessions and documentation for multiple markets
Provided CRM deployment support through continuous enablement and quarterly updates, ensuring each release and enhancement aligned with evolving business and regional needs
Established a sustainment strategy integrating video, eLearning along with TTT sessions and training documentation to reinforce classroom learning and build internal L&D capabilities for the client

The impact

Accelerated global Veeva adoption, empowered teams and sustained learning through tailored, scalable training

HCLTech’s blended training framework enabled our client to achieve rapid and consistent Veeva CRM adoption across global team. By combining multilingual enablement, reusable assets and TTT programs, the solution drove significant user readiness, consistent global rollout ensuring consistent high satisfaction scores.

User readiness - 98% user readiness achieved across commercial, medical and home office teams
Scale of enablement - ~4000 client users trained by HCLTech trainers and ~1000 superusers trained globally through TTT sessions
Adoption - ~25000 end users onboarded through blended training solutions supported by reusable training materials and scalable video-based learning
Localization - Consistent global rollouts delivered across 5 continents and 17 languages through a unified training framework with localized content
Operational efficiency - 27% reduction in post-deployment support requests compared to previous rollouts
Quality of experience - 4.5/5.0 average satisfaction rating globally

Conclusion

With HCLTech’s scalable, multilingual learning framework, the client achieved lasting CRM adoption success. Our pragmatic and user focused approach rooted in flexibility, consistency and measurable outcomes enabled client’s teams to work smarter, collaborate globally and sustain long-term transformation.