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.