Veeva Systems > Case Studies > Enhancing Efficiency: GSK’s Field Reps Save 30 Minutes a Day With Veeva CRM MyInsights

Enhancing Efficiency: GSK’s Field Reps Save 30 Minutes a Day With Veeva CRM MyInsights

Technology Category

Automation & Control - Human Machine Interface (HMI)

Applicable Industries

Buildings
Cement

Use Cases

Building Automation & Control
Usage-Based Insurance

About The Customer

GSK is a global healthcare company that uses Veeva CRM as a primary tool for its field teams. The field teams are responsible for various tasks including pre-call planning, managing affiliations between healthcare professionals and organizations, and direct-to-practitioner sampling process. The teams were facing challenges in efficiently managing these tasks due to time-consuming processes and lack of necessary information at the right time. The implementation of Veeva CRM MyInsights was aimed at addressing these challenges and making the field teams more efficient.

The Challenge

GSK’s field teams heavily relied on Veeva CRM for their daily operations. However, they faced challenges in pre-call planning, affiliations management, and direct-to-practitioner (DTP) sampling process. The pre-call planning process was time-consuming as reps had to sift through a lot of unnecessary information to prepare for a call. The process of creating or breaking an affiliation between a healthcare professional (HCP) and a healthcare organization (HCO) was also cumbersome, involving multiple steps. Moreover, with the transition to a fully DTP sampling process, reps had difficulty tracking their inventory of virtual samples. They could only see the sample limits when they were in front of an HCP, which was not efficient.

The Solution

GSK implemented Veeva CRM MyInsights three years ago to address these challenges. They started by building a pre-call planning page that provided all necessary information for a call, eliminating any extra noise. This single, cohesive view brought together data from several different places in Veeva CRM, making it easily accessible for the field teams. To simplify the process of managing affiliations, GSK built a capability directly into a MyInsights screen. This allowed reps to create or break an affiliation with a simple click of a button on the same page. For the DTP sampling process, GSK used MyInsights Studio to show each rep exactly how many samples they had left. They also tracked rep usage to ensure the pages were accessible and interactive, and to adapt to the field teams’ needs.

Operational Impact

The implementation of Veeva CRM MyInsights brought significant operational improvements for GSK’s field teams. The pre-call planning process became more efficient, saving valuable time for the reps. The process of managing affiliations was simplified, enabling reps to take swift actions. The transition to a fully DTP sampling process was also made smoother with the ability to easily track the inventory of virtual samples. Moreover, by tracking rep usage, GSK was able to ensure that the MyInsights pages were providing value to the field teams and adapt to their needs. This led to a more efficient and effective field team, better prepared for each meeting and capable of swift decision-making.

Quantitative Benefit

Reps saved an average of 30 minutes per day in their pre-call planning with the MyInsights page.
Reps were able to manage affiliations faster and easier with the new MyInsights screen.
Reps could easily track their inventory of virtual samples with MyInsights Studio.