Overview
HCLTech will be at the Veeva Commercial Summit 2023, a unique platform where thought leaders, disruptors, and changemakers across the Veeva commercial and medical ecosystem come together to discuss the evolving needs of the industry.
With an experience of over 14 years on Veeva services, HCLTech has a repository of cutting-edge solutions, accelerators, and frameworks that can augment the Veeva commercial and medical ecosystem, enabling them to build resilience and business scalability. These include an integrated HCP portal, strategic eSampling portal, Customer 360, Commercial business data map “Advantage Seiri”, Next Best Action Suite for Sales Reps, Veeva vault migration solution “SKETCH”, and more. In addition to our end-to-end Veeva services, HCLTech’s Specialty Ops team provides business process services like the field sales service desk across the globe to help organizations enhance their customer experience and streamline business operations.
As Veeva transforms its commercial offerings between 2025 to 2030, when they will onboard Veeva Multichannel CRM from Salesforce to Vault, HCLTech is ready to be a part of your journey in leveraging the transformation opportunities it brings in terms of a common platform between clinical, regulatory, quality, safety, medical, and commercial.
Visit us at the HCLTech booth and meet our experts and leaders to discover how HCLTech is creating agile solutions to build life sciences for the future.
HCLTech Team at Veeva Commercial Summit
Head
Life Sciences Commercial Practice and Veeva COE Strategy
Head
Life Sciences Delivery
Practice Head
Life Sciences and Healthcare, SAAS
Our Key Success Stories
Integrated training and support
Veeva CRM modernization
Rapid Engage implementationChallenges
The client implemented a new system for customer relationship management “Veeva Omnichannel CRM” and promotional content management “Veeva Vault PromoMats” to deploy new strategic capabilities to its global workforce across field sales and medical liaisons. With the introduction of new capabilities, the client needed HCLTech to:
- enable adoption of the solution across multiple business units and product lines through personalized role-specific trainings and office hours
- provide service desk support for field sales and medical liaisons through the solution lifecycle with high receiver experience
Our solution
HCLTech supported the customer during the harmonization of business rules and local practices through the implementation lifecycle for the solution. With excellent knowledge of the customer business processes, the team designed a strong core training agenda which was continuously updated as new business processes were onboarded. The training allowed for personalization and learning uptake-based adjustments to enable excellent knowledge absorption for client’s field and medical teams.
HCLTech Team also provided and integrated service desk support to customer personnel across commercial and medical teams with consistently high customer satisfaction throughout the engagement.
Our impact
- Reduction of training content creation effort during new business onboarding
- Increased CRM adoption across client’s business units and geographies
- Operational efficiency gained through reduction in service desk tickets
- Consistently high customer satisfaction - >4.72 / 5
- Globally shared best practices to improve service quality and business effectiveness
Challenges
The client had a highly customized Veeva ecosystem with a high burden of legacy regional processes. The client wanted to modernize their Veeva CRM solution through business process re-engineering, process rationalization, process harmonization and technology harmonization through hub-spoke model. They additionally required global service introduction and regional data migration capabilities. Post modernization integration and managed services were requested to ensure business continuity during rollouts.
Our solution
HCLTech supported customer through business process reengineering efforts while harmonizing the processes to industry standards and best practices. A hub-spoke “Glocal” model was built for Veeva Multichannel CRM with 80% harmonized global processes and 20% regionalization hence reducing overall change management effort in future.
As a part of the modernization HCLTech team automated multiple business processes across reconciliation of data between upstream and downstream applications. HCLTech proprietary “SKETCH” data migration solution was used to migrate data from legacy system into Veeva through pre-built pipelines.
A strategic organizational change management team deployed by HCLTech provided service introduction as-a-service to enable multi-geography wave-wise rollouts. The team streamlined handover of services to HCLTech support team with high quality documentation and knowledge transfer.
As a part of managed services, HCLTech team leveraged problem management, shift-left and automation to optimized service effort and quality.
Our impact
- Zero major defect delivery assuring high solution quality
- Zero slippage from rollout milestones
- 30 percent savings on time and effort for data migration from pre-built pipelines on HCLTech SKETCH
- ~46 percent tickets reduced through service improvement initiatives
- >8/10 user satisfaction score throughout managed services
Challenges
For one of our clients, COVID-19 crisis stopped their field force from detailing products to target customers leading to an impact on sales revenues for multiple client brands. There was an increase of up to 10 percent in the count of HCPs who have not been engaged over a period of 6 months during COVID-19 lockdowns.
Our solution
HCLTech Veeva services team implemented, tested and rolled out Veeva Engage solution within just 2 weeks for ~10000 sales representatives across the globe. As a part of the implementation, seamless integration to promotional content was enabled for compliant e-detailing of products. Remote signatures were implemented for compliant sample management through remote interactions. Comprehensive dashboards and reports were developed to enable strategic insights on remote interactions.
Our impact
- Ensured occupational safety of field sales during COVID-19
- Enabled compliant remote content presentations by enabling integrations to Veeva Vault PromoMats
- Improved customer connects through virtual interactions across the globe while travel restricts were in effect
- Increased field productivity by removing a need for physical travel