Medical Affairs Focused - Customer Relationship Management (CRM) Solution Upgrades
Overview
A top Fortune 500 pharmaceutical client wanted to convert its CRM (Veeva-based) to a Medical Affairs (MA) tailored system. This included the implementation of a “medical skin”, MA-focused homepage widgets, harmonized custom fields and a firm-wide approved List of Values (LOVs).
Target
Within a 5-month time period, lead a global “Listening Tour” to gather feedback from medical scientists to inform the development of:
A client-customized widget
A harmonized set of custom fields and associated values
A newly configured user interface
Solution Delivery
This program was performed in 3 parts:
Part I: “Listening Tour” resulting in a collection of regionally approved user requirements
Part II: Management of the vendor in the development/configuration of our client’s CRM to deliver the approved requirements.
Part III: Management and delivery of the Operational Change Management (OCM) and Training workstreams necessary for the successful rollout of the enhanced, MA-focused CRM.
Results
CRM user sentiment analysis improved by 40%, 90 days following the enhancement release. In addition, with the harmonized set of fields and LOVs, our client was, for the first time, able to accurately report across its organization in a unified way, allowing it to compare regional and country activity in a normalized manner.
