Veeva Vault CRM Features Brief

The Agentic Engagement Platform

Drive precision engagement with the agentic CRM for life sciences: Veeva Vault CRMenables the Agentic Commercial^™ model, leveraging AI to get the right medicines to more patients. Built specifically for commercial and medical teams, it delivers a single view of the customer and embedded AI to make HCP interactions more timely, personalized, and productive. Vault CRM connects digital, field, and event channels on a unified data and content foundation, enabling coordinated customer journeys across sales, marketing, and medical. Core capabilities support critical region-specific business requirements and regulatory needs with full offline support on iPad and iPhone to keep field teams connected, wherever they are.

AI in Vault CRM delivers native industry-specific agentic capabilities to help commercial teams respond faster to changing customer needs and work more efficiently. Conversational AI is an intuitive field partner that helps reps prioritize their day, prepare for customer engagements, and submit Agentic Call Reports^™ that generate Commercial Evidence^™.

Business Benefits

• Achieve True Omnichannel Engagement

  Create connected customer journeys across digital, field, and event channels to reach the right HCPs with the right message at the right time.

• Generate Commercial Evidence

  Turn daily field observations into Commercial Evidence to uncover and act on hidden HCP sentiment, drivers, and treatment barriers.

• Empower the Field

  Deliver instant, deeper insights, faster decision-making, and higher field productivity with built-in AI and actionable data.

Key Features

Embedded AI

AI in Vault CRM includes industry-specific agentic capabilities that help reps quickly determine who to engage, when, and with what message – driving more efficient, relevant, and personalized interactions at scale. It provides an open foundation for AI that seamlessly connects your data and embeds external AI agents.

• Built-In Agentic Capabilities
  

  • Agentic Call Report: Captures compliant free text that uncovers previously undiscovered barriers for actionable insights.
  • Conversational AI: Transforms how field reps interact with Vault CRM using two-way voice and text, delivering insights and guidance for account research, call prep, and next activity planning, including direct paths of action.
  • Agentic Media Search: Locates, summarizes, and launches content for proactive planning and real-time support during customer interactions.
  • Agentic Insight Quality: Validates medical insights against organizational standards and provides real-time feedback to produce complete and compliant entries.
  • Agentic Home Screen: Provides an intuitive conversational entrypoint to launch conversations with AI agents, accelerating AI-enabled workflows.

• Open & Interoperable Foundation
  

  • Vault CRM Data Lakehouse: Enables a zero copy architecture to share and mount your CRM data into your data lakes, like Databricks or Snowflake, for AI and analytics in near real time. The efficient data-sharing architecture makes your CRM data accessible without the need to build and maintain complex, costly replication integrations. Included in Vault CRM license.
  • Seamless External Agent Integration: Embeds external AI agents directly into the Vault CRM interface using an intuitive overlay. These external agents, whether built by partners like IQVIA or developed internally on architectures such as Databricks or Snowflake environments, run seamlessly with full context.

Omnichannel Engagement

Engage HCPs wherever, whenever, and however they prefer. Vault CRM unifies your entire commercial ecosystem, seamlessly connecting sales, marketing, and medical teams across Approved Email, Engage, , Events Management, Service Center, and Patient CRM. With full visibility into all interactions, commercial teams gain the real-time insights they need to deliver continuous, customer-centric experiences.

• Deepen HCP Relationships With Personal Digital Channels

  Help field teams stay connected with HCPs during and in-between meetings with Vault CRM Engage, a global platform where HCPs can schedule and execute field meetings, message their field rep, and access brand content at any time. Interactions and messages within Engage are tracked for full visibility and compliance.

• Elevated Sales and Marketing Performance

  Deliver more precise, personalized customer journeys with Veeva Vault CRM Campaign Manager. Natively access Vault CRM data for segmentation and coordinate campaign actions across digital, field, and events channels. PromoMats integration ensures marketing content is always up to date, and conversational marketing via Ostro Email empowers HCPs to respond to digital campaigns and get instant, compliant responses.

• Compliant and Connected Educational Events

  Increase the impact of HCP events with Vault CRM Events Management, a solution that supports planning and execution for all event types and ensures compliance and visibility throughout the event lifecycle. Attendee information is automatically stored in Vault CRM for a 360-degree view of the customer and timely follow-ups that build on event messaging.

• Unified Sales and Service

  Elevate customer experience and support by giving inside sales and contact center teams shared data, content, and channels. Veeva Vault CRM Service Center is the only life sciences-specific outbound and inbound contact center embedded within CRM, allowing for effortless collaboration, efficient task routing, and faster case resolution.

• Simplified Patient Support

  Compliantly improve patient outcomes with streamlined patient journey navigation and operations. Built on the Vault platform, Vault Patient CRM delivers proven, deep functionality optimized for patient services and engagement.

• Personalized Content at Scale

  Equip field teams with up-to-date and highly tailored messaging with real-time access to approved content and personalized delivery options. Optimize content strategy while ensuring compliance with industry regulations using detailed tracking and usage analytics that continually feed back to Veeva PromoMats.

Core Capabilities

• Strategic Key Account Management

  Vault CRM Key Account Management (KAM) allows teams to manage strategic accounts effectively within a single, collaborative framework. Create account plans, execute planned activities, and measure progress toward goals across specialty care, primary care, field medical, managed markets, or key account teams.

• Insights at the Point of Execution

  Speed time-to-market with Vault CRM X-Pages — brand-specific field insights exactly when and where teams need them. Leverage a library of pre-existing dashboards, develop views using Veeva’s extensive partner network, or easily create custom insights across brands, roles, and activities.

• Productive Workspaces

  Seamless integration with Microsoft 365 tools like OneNote, Outlook, and Teams simplifies call scheduling, accelerates collaboration, and provides a unified workspace for teams. Users easily capture notes, manage calendars, and communicate efficiently in their existing workflow.

• Mobile and Offline Access

  Activate field teams anywhere and on any device with Vault CRM Suite's adaptive design, which delivers a seamless experience across phones, tablets, and laptops. Unique offline capabilities further allow reps to stay productive, even without internet access.

• Built-in Compliance

  Designed to adhere to the latest industry regulations, Vault CRM Suite is is pre-validated for 21 CFR Part 11, the Prescription Drug Marketing Act (PDMA), and the Ohio Terminal Distribution of Dangerous Drugs (TDDD). Field teams sample and communicate compliantly using standard capabilities like Agentic Call Report, which proactively monitors free-text inputs to flag information that violates compliance guidelines.