Our client sought a strategic partner to modernize their Veeva application stack across clinical, quality, regulatory, medical and commercial suites through curated releases. This initiation was part of their enterprise modernization strategy to become a top player in treating conditions like plaque psoriasis, atopic dermatitis, rosacea and more.
The Challenge
Addressing the complexities of Veeva CRM modernization and integration for global market adaptability
Our client faced several challenges in modernizing their Veeva CRM and integrating it with enterprise applications. The legacy Veeva CRM system was outdated and lacked the necessary features to support the company's growing needs.
Integrating Veeva CRM with applications such as PromoMats, Marketing Cloud and Health Cloud was essential to create a cohesive commercial ecosystem. They also needed to ensure that the modernization process did not disrupt ongoing operations, and that the new system was adopted seamlessly across multiple markets.
Furthermore, managing the application and integration stack for non-commercial Veeva applications in clinical, quality, regulatory and medical value chains through a DevOps-based factory model was crucial for continuous improvement and operational efficiency.
The Objective
Streamline Veeva CRM modernization for full market adoption and improved operational workflows
The primary objective was to seamlessly modernize the Veeva CRM, ensuring 100% adoption across all markets within three months of go-live. This involved enhancing the existing system and integrating it with other enterprise applications to create a unified platform.
The client aimed to implement a one-platform team through HCLTech's CoE delivery model to draw synergies at the platform level from clinical to commercial and achieve significant operational efficiencies. Additionally, they wanted to enhance user experience and engagement by providing comprehensive change management and user training programs. The client also sought to implement automation tools and processes to reduce manual efforts and improve overall efficiency.
The Solution
A unified Veeva CRM solution integrating modernized applications for seamless operations
Our solution integrated modern Veeva CRM applications and streamlined operations through system modernization, implementation support, managed services and automation. It ensured smooth adoption through change management, user training and continuous improvement for optimized performance across the Veeva ecosystem.
- Modernization: Legacy Veeva CRM modernization and integration with enterprise applications to create an integrated commercial ecosystem
- Implementation support and rollout: Implementation support and integration for PromoMats, Marketing Cloud and Health Cloud applications, including supporting rollouts across markets
- Managed services: DevOps-based managed services for the entire Veeva application stack from clinical to commercial and integrated ecosystem through HCLTech’s CoE delivery model with one-platform operations
- Product and business release management: Implementing business changes for the Veeva application stack from the requirement to release and providing services to manage Veeva product releases
- Change management and user training: Comprehensive change management and user training programs to ensure smooth adoption and effective utilization of the modernized Veeva CRM
- Quality review and continuous improvement: Regular quality reviews and continuous improvement initiatives to address any issues and enhance the performance of the Veeva applications
- Automation and efficiency: Implementation of automation tools and processes to reduce manual efforts, improve efficiency and ensure consistent performance across all Veeva applications
The Impact
Modernized Veeva CRM processes, reducing tickets and improving customer satisfaction
HCLTech modernized Veeva CRM processes, enhancing operational efficiency and customer satisfaction across global markets. The solution drove significant reductions in support tickets and improved user experience, ensuring consistent high satisfaction scores.
- 100% adoption of modernized Veeva CRM in all markets within three months of go-live
- Implemented one-platform team through the HCLTech CoE delivery model to draw synergies at the platform level
- 100% resources skilled in more than two product areas to draw economies of scale
- 36% ticket elimination across all product areas through user management automation, automated reconciliation of file mergers, call unlock and problem management
- 11% of tickets shifted to the service desk through knowledge management across 56 ticketing categories, such as database refresh and DCR approval issues
- Customer satisfaction scores consistently above 85%
As a trusted partner with a global presence, HCLTech played a pivotal role in helping our client modernize their Veeva CRM system to meet the demands of a rapidly evolving market. They were highly satisfied with the solution, which delivered tangible business benefits, including seamless adoption, improved operational efficiencies and enhanced user engagement.
