Veeva Success Story - PDI, Inc.
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Veeva CRM
- Veeva iRep
Tech Stack
- Cloud-based CRM
- Multichannel Integration
- Digital Detailing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Pharmaceuticals
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Maintenance
- Supply Chain Visibility
- Inventory Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
PDI, Inc. is one of the pharmaceutical industry’s top contract sales organizations (CSO), providing sales and marketing support to biopharmaceutical companies for over 20 years. Clients choose from a wide range of innovative sales support options, marketing services and integrated solutions. Over the years, PDI has made monumental changes to how the CSO operation runs especially with regards to its Customer Relationship Management (CRM) system. Some of these changes are possible due, in part, to the technology advancements delivered by Veeva Systems. PDI has over 1,000 users across all its customers through a single instance of the application and is easily configured for each new customer quickly.
The Challenge
PDI, a leading contract sales organization (CSO) in the pharmaceutical industry, faced the challenge of providing its customers with an adaptable sales support system as quickly as it could provide sales personnel. The company was using an inflexible, client/server, on-premise CRM system that took months and often hundreds of thousands of dollars to customize for any new system change. PDI wanted to offer its customers a breakthrough sales support system that integrated all of the many different communication channels emerging today – from face-to-face selling and telesales to digital detailing through online videos, web portals and more. To make this vision a reality, PDI needed a foundation for the new solution that would enable seamless integration with other systems, was rapidly scalable and would easily adapt to its customers’ unique selling process.
The Solution
PDI switched to Veeva CRM, a cloud-based solution that supports more than 1,000 users across all PDI customers through a single instance of the application and is easily configured for each new customer quickly. Veeva CRM’s open, multitenant, cloud architecture made it simple for PDI to integrate outside systems with the field force while enabling PDI to add other new channels as they emerge. Veeva CRM is now the heart of PDI’s multichannel selling solution for the field force. PDI is also in the process of leveraging Veeva iRep to enable access from Apple iPads when out in the field so users have the very latest multichannel interaction data at all times. Through Veeva CRM’s unique, at-a-glance, multichannel calendar and PDI’s SFA configurations, users can see all interactions a physician or account has had with the company whether that has been through teledetail, digital detail through a web portal, activity on the company’s web site or face-to-face detail.
Operational Impact
Quantitative Benefit
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