CRM Software enables customer interaction via web or mobile device.March 25, 2014 -
Veeva CRM Engage adds online channel to Veeva Commercial Suite, which also supports face-to-face, phone, and email customer interactions, to let life sciences organizations interact with healthcare professionals (HCPs) via Web and mobile devices at any time and from anywhere. Online interactions can work in unison with all other channels, all Web activities are captured in Veeva CRM for further analysis, and same content can be reused across multiple channels.
Veeva Systems Expands Multichannel Capabilities for Life Sciences Companies with New Web Channel Built into Veeva CRM
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Press release date: March 18, 2014
BARCELONA, Spain -- New Veeva CRM Engage enables customer interactions online anytime, anywhere, on any device
Veeva Systems introduces Veeva CRM Engage, a cloud-based application that enables life sciences organisations to interact with healthcare professionals (HCPs) over the web and through mobile devices. Engage adds the online channel to Veeva's Commercial Suite, which also supports face-to-face, phone, and email customer interactions, for unified multichannel communications. With Engage, life sciences companies can extend the face-to-face visit by facilitating a two-way dialogue online with relevant, interactive content and personalised services like 'click-to-chat' and 'schedule a visit.'
"Today, physicians don't have time to waste, and they are no longer interested in generic, static, one-way interactions. They expect information tailored to their specific needs and want answers when, where, and how they desire," said Eric Newmark, program director, Business Systems Strategies for IDC Health Insights. "The most progressive life sciences companies are meeting this need by adding online into their multichannel mix and delivering a customer experience that's informed by a holistic understanding of the customer's profile, preferences, and interactions across every channel."
An integral part of Veeva's Commercial Suite, Engage enables online interactions to work in unison with all other channels, delivering the best customer experience anywhere including on mobile devices. It also captures all web activities in Veeva CRM for further analysis, so companies can continuously adapt digital content to accommodate physician preferences. This is even more crucial today, as 70 percent of HCPs prefer digital access to pharmaceutical information and 40 percent believe digital media offers the most personalised and relevant content.[1
Engage also increases overall multichannel efficiency by allowing organisations to reuse the same content across multiple channels. Life sciences companies save time and resources with this 'create once, deploy everywhere' content model. Engage leverages the central Veeva Vault PromoMats content repository, ensuring that all content remains consistent, so physicians see the same, tailored messages - whether delivered online, face-to-face, on a mobile device, or via email.
"With Veeva CRM Engage, the web channel no longer needs to be a disconnected silo," said Paul Shawah, vice president of commercial strategy for Veeva. "Veeva's customers can now easily add new channels as an integrated part of their promotional mix without any business disruption, helping create a differentiated customer experience, faster."
Veeva CRM Engage is planned for general availability worldwide in April 2014. The new product is part of Veeva's Commercial Suite for life sciences, which delivers the accurate customer data and compliant content required to enable more effective customer engagement across multiple communication channels.
About Veeva Systems
Veeva Systems Inc. is a leader in cloud-based software for the global life sciences industry. Committed to innovation, product excellence, and customer success, Veeva has more than 190 customers, ranging from the world's largest pharmaceutical companies to emerging biotechs. Veeva is headquartered in the San Francisco Bay Area, with offices in Europe, Asia, and Latin America. For more information, visit http://www.veeva.com.
1. Capgemini, "Digital Dynamic: Changing the Pharma-Physician Interaction," by Hala Quanadilo, November 7, 2013. http://www.capgemini-consulting.com/blog/
Additional Comments on the News:
"Veeva CRM Engage is one of the only solutions that allows life science companies to interact online with healthcare professionals in a personalised and tailored way," said Thierry Vianey, client services director for Publicis Life Brands. "It also enables companies to capture online interaction feedback, channel it directly into the CRM, and then use that data to adapt content accordingly on a continuous basis."
"Integrating personalised, digital content with business-critical CRM has been a challenge for the last decade in life sciences, as well as in other verticals. Veeva's Commercial Suite with Engage seamlessly integrated brings together online, email, call centre, and face-to-face communications channels to provide HCPs with the information they need in the way and time they wish to receive it - enabling a pull, rather than push model of content distribution," added Julian Wakeley, head of interactive, EMEA & AsiaPac at Sudler & Hennessey, a global integrated healthcare communications agency. "The ability to capture common data points, and feedback across these channels also empowers healthcare customers to create, review, and evolve content - enabling pharmacos to close the loop and provide exciting and relevant digital content."
"One of the principal challenges life sciences companies face today is in integrating the customer interaction channels. Veeva CRM Engage, integrated with Veeva CRM, not only allows HCPs to interact with life sciences companies in a different way but also encourages and supports content reuse across channels and geographies for brand consistency, reduced time to market and cost efficiencies," said Jon Vernon, director of Havas Lynx, an award winning global provider of CLM solutions. "With Veeva CRM Engage, brand managers can now devise an end-to-end multichannel strategy while ensuring the HCP receives the right content, through the right channel, at the right frequency and in a way that best fits with their individuals preferences."
Veeva Systems Inc.