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Best of Multichannel Veeva CRM 2021: Powering the Hybrid Field Model

As we look ahead at key trends that will shape life sciences this year, many of us reflect on the sheer magnitude of change we have seen and what we’ve been able to achieve despite the obstacles. Since March 2020, remote meetings in Europe increased by 441%, and rep-triggered emails rose nearly sixfold.1 As in-person interactions become an option again, it could be tempting to return to face-to-face HCP engagement. However, the pendulum is not swinging back completely with 87% of HCPs saying they want all virtual or a mix of virtual and in-person meetings moving forward.2

This new hybrid approach pushes commercial and medical teams to rethink and optimize their working methods as they spend more time on a desktop device than before. Reps also need to adapt to working virtually and in person while leveraging digital solutions that help ease this transition.

Our newest innovations support life sciences to leverage engagement capabilities regardless of device and help establish long-lasting relationships with HCPs. Here are the best of Multichannel Veeva CRM 2021 releases – all centered around four major development areas:

1) Platform Flexibility & Optimization

We’re expanding digital capabilities across platforms to ensure field users can efficiently work and engage with their customers with devices that best meet their needs. We’re increasing the parity between iPad and desktop, especially around content, and developing new enhancements for mobile. That way, all engagements are traceable, automatically generating data and providing the foundation to make the right decisions on what should be improved.

Best of 2021 #1 – Reinventing the Desktop Experience for Hybrid Engagement

Optimized for remote and home office users, the new Veeva CRM Desktop Experience provides a more intuitive, modern, and tailored user interface with faster access to insights and better digital engagement capabilities. Teams stay productive regardless of their device to access Veeva CRM.

Share Compliant Content from the Desktop

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Considering the growing demands of digital engagement, having the right content readily available when engaging with HCPs is crucial. Commercial teams can now find, present, and share compliant Veeva CLM content via their desktop. Making it easier than ever for field teams when meeting with accounts face-to-face or remotely via Veeva CRM Engage Meeting, Zoom, or Microsoft Teams. Access the CLM media library with the Veeva CRM Desktop App directly from Calls in addition to Engage Meetings. Automatic tracking of all media activity on the call report provides a complete view of customer interactions.

2) Two-way Engagement

Going digital allows us to extend engagement with customers beyond face-to-face interactions. We want to provide the field force with the tools to make it a two-way engagement by expanding into inbound scenarios where HCPs drive specific customer journey steps.

Best of 2021 #2 – Extend Engagement Channels with Engage Connect

Engage-Connect-Benefit

We’re extending the Engage platform to help field teams stay connected with HCPs with the introduction of Engage Connect. This mobile application enables virtual connections and communication with HCPs with one- or two-way messaging via email or chat, the ability to share approved content, request samples, and materials, and even view upcoming and join Engage Meetings.

Contactless sample and BRC signatures (QR code)

We’re also adding new functionality around contactless sampling and BRC signature collection via QR code to enable field reps to follow social distancing rules while meeting in person.

3) Elevated Insights & Suggestions

Digital leads to more insights. We’re embedding the data, insights, and recommendations needed within a workflow so reps can make the right decisions in real-time. Our goal is to deliver the right insights to the right people at the right time without operating across multiple apps and without exposing unnecessary complexity. That way, we minimize the need to navigate away to open a separate app and help users make decisions in a real-time fashion about what is going on and what to do next.

Best of 2021 #3 – Build custom dashboards without code using Veeva CRM MyInsights Studio

MyInsights studio

Veeva CRM MyInsights offers custom data visualizations and dashboards embedded in Veeva CRM. Initially, only developers could create these custom dashboards. With MyInsights Studio, business teams can now create interactive visualizations and dashboards without writing code and embed them directly into Lightning pages. They can autonomously make informed decisions without any IT dependencies and follow up with actions directly from their CRM workflow.

4) Streamlined User Experience

We’re improving user workflows and navigation across platforms and enhancing the desktop experience with purpose-built Lightning applications so teams can better manage day-to-day activities, surface insights, and review performance metrics.

Best of 2021 #4 – Empower Field, Medical, and Events Teams With Veeva CRM Lightning Business Apps

Lightning apps

Veeva CRM Lightning Business Apps provide a personalized experience with functionality tailored for different roles and tasks. These role-based data visualization capabilities increase efficiency by giving business users insights to inform decisions better. Veeva CRM now gives you access to three new Lightning Business Apps to use and customize based on business requirements. Each app is included with the Veeva CRM license and contains default configuration for Tabs, Views, and Page Layouts:

Digital Rep Lightning Business App: field users can quickly manage their daily activities and review actionable insights, reports, and cycle plans to understand past interactions and improve future performance.

Field Medical Lightning Business App: Field medical users can quickly find and know more about their key stakeholders, capture deep medical insights, research the latest information in publications and clinical trials, and access other medical-related information.

Event Coordinator Lightning Business App: Event planners and coordinators can quickly and easily access information such as events by type and format, used and remaining budgets, costs by expense type, and speaker cap reports.

Best of 2021 #5 – Strengthen Account Plan Strategies With Stakeholder Navigator

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Understanding the relationships and structures of complex accounts is vital to effective key account management (KAM) strategies. The Stakeholder Navigator visualizes the structure and relationships between accounts within the same organization or hierarchy, making it simple to manage key people or create and execute successful account management strategies.

To have a deeper look at these new features and see more use cases, watch the Best of CRM 2021 webinar replay. 1 Veeva Pulse Data, EU comparison from March 2020 to November 2021 2 Accenture: Is COVID-19 Altering how pharma engages with HCPS?

Interested in learning more about how Veeva can help?