Академический Документы
Профессиональный Документы
Культура Документы
October 2010
Contents
Chapter 1: Introduction .................................................................................................................. 8
How This Book Is Organized ........................................................................................................ 8
Who Should Read This Book........................................................................................................ 8
Recommended Study and Training ............................................................................................. 8
Additional References ................................................................................................................. 9
Chapter 2: What is VBioPharma? ................................................................................................. 10
Our Philosophy .......................................................................................................................... 10
Supported Users ........................................................................................................................ 10
Primary Care Sales Representatives ...................................................................................... 11
Specialty Sales Representatives ............................................................................................ 11
Managed Markets Account Executives ................................................................................. 12
Medical Scientific Liaisons ..................................................................................................... 12
Sales and MSL Management ................................................................................................. 12
Chapter 3: The VBioPharma Application ...................................................................................... 13
Customer Profiling ..................................................................................................................... 13
Accounts, Person Accounts, Contacts ................................................................................... 14
Addresses .............................................................................................................................. 17
Office Best Times ................................................................................................................... 17
Affiliations / Sphere of Influence........................................................................................... 18
Account Hierarchy ................................................................................................................. 19
Product Metrics ..................................................................................................................... 20
Formulary Matrix ................................................................................................................... 22
Prescriber Level Formulary .................................................................................................... 22
View User Territory Link ........................................................................................................ 23
Territory Fields....................................................................................................................... 23
Assessments .......................................................................................................................... 24
Speaker Evaluations .............................................................................................................. 24
Clinical Trials .......................................................................................................................... 24
Publications ........................................................................................................................... 25
Event Attendees .................................................................................................................... 25
Medical Inquiries ................................................................................................................... 25
Customer Profiling with Activity data........................................................................................ 26
Calls........................................................................................................................................ 26
Samples ................................................................................................................................. 27
Expenses ................................................................................................................................ 27
Advanced Customer Profiling .................................................................................................... 28
Add New Professional Wizard ............................................................................................... 28
My Accounts .......................................................................................................................... 28
My Accounts New Account Wizard ....................................................................................... 31
Account Lists .......................................................................................................................... 31
Activity Tracking Call Reporting and Meeting Briefs .............................................................. 32
Common Call Reporting Functionality ................................................................................... 35
Calls Associated to a Medical Event ...................................................................................... 36
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Figures
Figure 1: Account Profile MCO Example..................................................................................... 14
Figure 2: Person Account Profile Professional Example ............................................................. 15
Figure 3: Contact Profile Example ................................................................................................. 16
Figure 4: Address Related List ....................................................................................................... 17
Figure 5: Office Best Times ............................................................................................................ 17
Figure 6: Sphere of Influence ........................................................................................................ 18
Figure 7: Affiliations Related List ................................................................................................... 19
Figure 8 - Account Hierarchy Control ............................................................................................ 19
Figure 9: Sample Product Metrics for Specialty Sales ................................................................... 20
Figure 10: Product Metrics Related List ........................................................................................ 21
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Tables
Table 1: VBioPharma Profiles and Profile Types ........................................................................... 13
Table 2: Call Related Lists .............................................................................................................. 26
Table 3: Samples Related Lists ...................................................................................................... 27
Table 4: Expenses Related Lists ..................................................................................................... 27
Table 5 Admin Reports .................................................................................................................. 77
Table 6 Account Planning and Execution Reports ......................................................................... 78
Table 7 Specialty Sales Activity Reports ........................................................................................ 78
Table 8 MSL Activity Reports ......................................................................................................... 78
Table 9 Account Profiling Reports ................................................................................................. 79
Table 10 Sample Management Reports ........................................................................................ 79
Table 11 Dashboards ..................................................................................................................... 79
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Chapter 1: Introduction
HOW THIS BOOK IS ORGANIZED
This book is organized in two chapters:
Chapter 2: What is VBioPharma? This chapter explains what the application is, the
philosophy and approach utilized in building the application and a description of the
typical user groups for which the application is designed.
Salesforce Fundamentals
Admin Fundamentals: Setup
Admin Fundamentals: Customize
Reporting Fundamentals
Dashboard Mechanics
Admin Workshop
Advanced Data Migration for Administrators and Developers
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ADDITIONAL REFERENCES
For additional resources and help on topics relating to the base Salesforce platform,
configuration, integration, security, etc. please refer to the Salesforce.com User Guide, also
titled, How to be Successful with Salesforce.
Salesforces Online Help and Training sites are also excellent resources of information. These
sites provide users with the ability to perform the following:
Search solutions, FAQs, and the Glossary
Join the Salesforce blog and post a question
Log a case and view case history
Check overall system status at http://trust.salesforce.com/
Read Tips and Tricks for various user groups and applications
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OUR PHILOSOPHY
At Veeva Systems, the philosophy and approach to designing and developing software follows
three basic principles:
Performance We have also designed our application with speed and performance
in mind. We optimize and engineer our product to have the fastest response times
possible.
SUPPORTED USERS
VBioPharma, is the first CRM product offering from Veeva Systems tailored to the Biotech and
Pharmaceutical industries. VBioPharma targets specialized sales and service personnel working
as:
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Approval processes for Time off Territory Requests and Material Orders
Approval processes for Product Planning and Account Planning
Dashboard monitoring of Plan Execution and Activities
Visibility to all data for their teams including drill down to the lowest level of detail
Of course, your organization can choose to deploy various functional areas of the application to
various groups accordingly. Please refer to the VBioPharma Administration Guide for best
practice recommendations for deploying application functionality to various groups.
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CUSTOMER PROFILING
The VBioPharma application includes custom-tailored account profiles suitable to the
pharmaceutical and biotech industry. The table below lists the profiles available in VBioPharma
and their respective profile types:
Customer
Professionals
KOL
Contacts
Group Practices
Hospitals
Hospital Departments
Managed Care Organizations
Managed Care Plans
Boards
Employers
Long Term/Extended Care Facilities
Laboratories
Pharmacies
Organizations
Publications
Institution
Profile Type
Person Account
Person Account
Contact
Account
Account
Account
Account
Account
Account
Account
Account
Account
Account
Account
Account
Account
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Ultimately, your company and your business processes will determine which employee groups
will utilize Contacts or Person Accounts for tracking key customers. Both types of profiles are
available for use in the Sphere of Influence and as Call Attendees in call reporting. Please refer
to pages 18 and 38, respectively, for more information on these two functions.
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Addresses
You can track multiple addresses for any account or person account. Addresses include data
such as the complete address, the type of address, office hours, office and staff notes, related
licensing information as well as Google map integration. Addresses appear as a related list for
each account. Addresses are also available for use in Reports and Dashboards and My Account
Queries. International-style postal codes are also supported, as shown below.
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The Sphere of Influence appears on the profile page of any account or contact. Affiliations can
also be viewed as a related list on any account, person account or contact page, and can be used
in Reports and Dashboards.
Account Hierarchy
Customers can create and manage Account Hierarchies. Sales representatives will have access
to a clear and intuitive view of the hierarchical structure of all types of business Accounts
(hospitals, clinics, etc.) and the physicians that are associated to those business Accounts.
The Account
Hierarchy can be
configured to be
managed by
administrators
at HQ or by the
sales
representatives
themselves. The Figure 8 - Account Hierarchy Control
hierarchy can
then be viewed by clicking the View Hierarchy button on the Account Detail page the
hierarchy will display on a separate page and show all immediate parents and children of the
selected Account (meaning one level up and one level down). Clicking on one of the related
Accounts will refresh the control and make that Account the main Account being viewed. The
different types of Accounts are color coded for easy identification green boxes represent
Business Accounts and white boxes represent Person Accounts. Additionally, if the Gender field
is populated on the Account record, male Person Accounts will be represented by blue boxes,
and female Person Accounts will be represented by red boxes.
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Product Metrics
The Ratings and Evaluations section on the Account Profile displays the Product Metrics. For
every product (both Company and Competitor products) checked in My Setup, users will be able
to view and update various key product metrics for that account. All Company products can be
identified by the textual representation of the Product name being in bold. Values can be
entered by the user or your organization could use 3rd party data and/or an algorithm to set the
values. If users have permission, they can update these fields simply by clicking on a box,
selecting a picklist value, or clicking on the pencil icon
and entering a new value.
Product Metrics appear in the Ratings and Evaluations section on the profile of any Account or
person account.
VBioPharma includes three sample metrics that your organization could use or modify for each
user group as follows:
Primary and Specialty Sales:
Awareness The Awareness Rating indicates where in the buying ladder this
customer is in terms of knowledge of your product. Colored boxes and a text
description are displayed.
Segment The Segment Rating indicates where the customer falls in terms of his
importance to your organization. Colored boxes and a text description are
displayed.
Movement The Movement Rating is designed to show the movement in 3rd party
data for this customer. Colored arrows and a percentage value are displayed. For
example, it could represent market share change or volume change in prescription
or sales data.
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Product Metrics are also available as a related list on any Account or person account, and can be
used in Reports and Dashboards and My Account queries.
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Formulary Matrix
The Formulary Matrix allows Managed Markets personnel to view, highlight and track detailed
formulary data for their accounts. The data is organized into multiple benefit designs for each
account, and the markets the company wishes to track. Products within the markets include the
company products and their competitive markets. Companies can track the status of the
product, restriction codes and detailed notes about the restrictions. Users can use the supplied
legend as a highlighter to easily and visually identify statuses and restrictions.
For more details on the Formulary Matrix and Benefit Designs, please see page 46.
A detailed sales breakdown, per product and payer, is also available as part of this section. Users
simply click on the pie chart icon on the payer row, which displays a pop-up window containing
a product breakdown for that payer-account combination. The percentage of sales along with
the sales figures for each product is displayed.
The Prescriber Level Formulary is available on VMobile Tablet Edition and VBioPharma online.
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By clicking the View User Territory link, the User is presented with a mapping of the Territories,
Territory Descriptions, and Users assigned to the Territories for a given Account:
Territory Fields
Territory Fields allow users to track their personal versions of certain profile fields, such as
Route, Target, Preferred Address and YTD Activity. Route and Target fields can be set by the
user. Preferred Address and YTD Activity are automatically populated or updated when the user
records a call. For example, the Preferred Address will be set based on the address the user
chooses on their last Call Report for the customer. YTD Activity is automatically calculated after
each call is saved. Each of these data fields is specific to a Territory, as indicated by the Territory
column.
Territory Fields are available as a related list off the Account profile, and can be used in Reports
and Dashboards and in My Account queries.
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Assessments
Assessments allow your organization to conduct surveys on your customers for market research
or other customer evaluation processes. Information such as the date, type of assessment and
various types of survey questions (such as checkbox, picklist, free text, etc.) are available.
Assessments are available as a related list on any Account or Person Account page, and can be
used in Reports and Dashboards.
Speaker Evaluations
Speaker Evaluations allow your organization to track a Person Accounts participation in a
speaker program as well as how well that Person Account performed. Information such as the
date, topic, overall rating as well as performance scores and comments can be captured.
Speaker Evaluations are available as a related list for each Person Account but are also available
as a separate page tab for those users who would like to browse through all evaluations across
all program participants. Speaker Evaluations can also be used in Reports and Dashboards.
Clinical Trials
Clinical Trials data allows your organization to track a given Person Accounts participation in
clinical trials. Details such as the date, subject, trial role, sponsor, status and phase can be
recorded. Clinical Trials can be found as a related list for each Person Account but are also
available as a separate page tab for those users who would like to search through all Clinical
Trials across all trial participants. Clinical Trials can also be used in Reports and Dashboards.
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Publications
Publications allow your organization to track publications, journal articles and other papers
written by a Person Account. Publications data can be found as a related list for each Person
Account but is also available as a separate page tab for those users who would like to search
through all publications across all professionals. Publications can also be used in Reports and
Dashboards.
Event Attendees
Event Attendees allow your organization to track attendance to Medical Events of Person
Accounts and Contacts. The Event Attendees can be found as a related list for each Person
Account as well as Contacts. The Event Attendees related list provides a link to the Medical
Event that the Person Account attended. Event Attendees can also be used in Reports and
Dashboards.
Medical Inquiries
Medical Inquiries provide a mechanism to capture requests for Product information. The
Medical Inquiry records are typically integrated into an external application designed to handle
the fulfillment of the Medical Inquiry requests. Standard information can be captured as part of
the Medical Inquiry including the requesting Physician, Delivery Method, Status, Delivery
Address or appropriate delivery channel, signature, signature date, and the Inquiry Text.
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Calls
There is a set of related lists available to display call history in different formats on the Account
pages. These include:
Table 2: Call Related Lists
Related List
Calls
Call Discussions
Call Key Messages
Content
Available on a Person Account, Contact, and Account; displays both Individual
and Group Calls.
Displays product discussions on each call
Displays key messages used on each call
The Calls related list provides a running list of all calls recorded on a Person Account, Contact,
and Account; including both Individual Calls and Group Calls.
The Call Discussions related list (sometimes called Meeting Briefs) provides Product Discussionslevel information for each call. This related list is most suitable for MSL and Managed Markets.
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Samples
There is a related list available to display sample and promotional item disbursement history on
Account and Contact pages. These include:
Table 3: Samples Related Lists
Related List
Samples
Content
List of samples and promotional items distributed at this account.
The Samples related list displays all the sample and promotional item transactions for a given
Person Account.
Expenses
There is one related list available to display expense history on Account and Contact pages.
These include:
Table 4: Expenses Related Lists
Related List
Call Expenses
Content
List of expenses for a Person Accounts, Contacts, and Accounts
The Call Expenses related list displays all the expense transactions for an Account.
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My Accounts
VBioPharma includes My Accounts, a simplified UI designed to ease the process of creating
complex views of customers. This includes the ability to query for accounts based on account
related lists, such as Addresses, Product Metrics and Territory Fields.
A few simple clicks allow the users to select which types of accounts to query (i.e. Professionals,
Hospitals, MCOs, etc.) as well as which types of address records to query (My Primary Address,
All Addresses). Select All and Clear All links make it easy to select or clear all the checkboxes.
Selection of the My Primary Address when creating a view will search across the Addresses that
are stored on the Territory Field records for the Territory that corresponds to the User. If No
Territory Fields exist, then the My Accounts page will leverage the Address that is marked as
Primary for the Accounts. Selection of the All Addresses will search across all Addresses for the
Account, independent of if the Address is marked as the Primary or My Primary Address.
Additional criteria can be added to the query. Users can select from the Account record, the
Address record, Product Metrics and/or their Territory Fields. The X allows the users to easily
clear the criteria row.
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Users can also easily create their view layouts by selecting columns from any of the four
categories: Accounts, Addresses, Product Metrics and Territory Fields. The allows the user to
easily reorganize the order of the columns. The X allows the users to easily clear the row.
Users also have the option to share their view with all users, specific to certain profiles, or keep
it private.
After the View is saved and results returned, the users have a number of additional functional
options to choose from:
Switch to different saved views
Switch to different territories. This feature will most likely be used by users at a higher
level in the hierarchy who wish to flip through Territory Fields of their subordinates.
See the total amount of records returned
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Sort the columns by clicking on the column heading, and use the alphabet bar to further
reduce the list for the sorted column
Add a New account
Mass Update Account, Territory and Product Metrics for the selected record(s)
Schedule Calls for the selected record(s). For more details on scheduling calls please
refer to page 41.
Download the entire list into Excel format
Click the quick-scroll shuttle icons >> << on the left/right/top/bottom of the page to
quickly move the page from right to left.
The settings on the My Accounts page are sticky when the users click on the My Accounts page
tab they will default to the last View and Territory setting they had used.
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Account Lists
Account lists provide a mechanism for Sales Representatives to organize their Accounts into lists
that are meaningful and valuable to the user. After creating a list, a user is then able to take
action upon the list by scheduling calls and monitoring and managing the Accounts contained
within their list. The impact of the various actions performed against an Account List can then
be monitored by performing analysis through VInsights.
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Select the desired address or create a new address from the address picklist for the
selected account. Only addresses that are active will be displayed. The address
chosen here will automatically update the Territory Fields for the selected account
as the preferred address.
Select the desired account plan from the account plan picklist.
The Date and Time field will automatically default to the timeslot that this call was
scheduled for based on My Schedule; if creating a new call the Date and Time will
default to the current date and 8am.
The Call Type is set automatically as follows based on what the sections of the call
have been filled in:
o Product Detail on an Individual Call = Detail Only
o Product Detail and Samples = Detail with Sample
o Samples = Sample Only
o Product Detail with multiple attendees = Group Detail
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Pre-call notes are automatically populated based on what was entered for this call
in My Schedule.
The Status is automatically set as follows based on what action the user has taken
with the call:
o Planned this status is set if the user has scheduled a call using the
Scheduler
o Saved this status is set once the user has saved the call
o Submitted this status is set once the user submits the call
Click Save to save the call
Click Save & New to save the call and start another call for the same account
Click Submit to save and complete the call; all fields are locked down and cannot be
edited.
Click Delete to delete the call. This is only allowed for calls that are in a Planned or
Saved Status.
Click Unlock to unlock the call after submitting to allow further editing. This feature
will likely be used by administrators or management.
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Products Detailed
This section allows the users to indicate which product was detailed in which order. A list of
detailing products is displayed with checkboxes. This list is dependent upon the products
selected in the MySetup page (see page 81) for that user. Users can check off each product
which was detailed during the call, and one line for each product appears. Products are
numbered and the lines are organized in the order in which they were selected. Unchecking a
product removes the line for that product and renumbers the remaining products accordingly.
The products selected will automatically insert a corresponding line into the Product Discussions
and Key Messages sections. Product detailing is required for Product Discussions to ensure data
quality and improve usability.
Products Discussions
This section allows the users further classify what types of discussions, activity types,
indications, etc. were covered with respect to each product. Users can add, copy, or delete
additional lines for each product. In addition, users can also specify if this activity relates
directly back to a product strategy and tactic from an account plan. The example below is
showing the Product Discussions configured for a MSL.
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Attendees
This section allows the users to select all attendees who participated in the call. The list of
available attendees is composed of the affiliations for the account profile and the related person
accounts through the Account Hierarchy. If the account on the parent call is a business (nonperson) account, then the list of attendees includes all Child Accounts that are person accounts.
If the account in the parent call is a person account, then the list of attendees includes any
siblings of that account through the Account Hierarchy. Attendees from affiliations can include
contacts, accounts and users. Duplicates are removed from the list in case the same account
meets more than one criterion.
The available attendees are displayed with checkboxes. Users can select individual attendees
and one line for each attendee appears. Time-saving extra features include Add All/Remove All
shortcuts (not shown) to quickly add or remove all affiliated accounts and contacts as attendees.
Unchecking an attendee removes the line for that attendee. Additionally, users can search for
additional user or person account attendees or even create a brand new contact if that contact
is not found in their universe of contacts. If sampling, a Sample column with corresponding
radio buttons to select who would sign for the samples is included. Attendees in the Sample
column are displayed as hyperlinks so they can be drilled into and reviewed.
Samples and Promotional Items can also be grouped into collapsible groupings as seen below.
Please reference the Administration Guide for additional details on how to configure this
setting.
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Figure 44: Key Messages and Comments Section with Category and Vehicle
Follow-up Activities
This section allows the users to set reminder or follow-up activities for themselves or others in
the organization. Users can add one or more lines per product, select the date, record the
details as well as assign the task to another employee. On an Individual Call the Name field will
default to the name of the physician. On a Group Call the Name field will become a picklist
where the user can select to which attendee this follow-up activity applies. The Status of the
Follow-up Activity is displayed on the Read-View of the Call Report allowing users to view the
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Expenses
This section allows the users to record the type and amount spent during the call or meeting
brief. Users can add one or more lines per type of expense, and record the note or reason and
the amount. On an Individual Call the Name field will default to the name of the physician. On a
group call the Name field will become a picklist where the user can select to which attendee this
expense applies. Users can also select All, so that the expense is divvied up evenly across all
attendees. Lines can be deleted.
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By clicking the Printable View link, a window will open displaying the Call Report in PDF format.
The PDF version can be saved to the local computer by clicking on the Save icon or the file can
be printed directly from the window utilizing the Print icon. These options can be seen below.
Figure 49: Call Report PDF Printable View with Save and Print Icons
SCHEDULE MANAGEMENT
VBioPharma includes functionality for the users to manage their schedules and time. The My
Schedule tab enables users to view, rearrange and update their call schedules, record calls, view
customer profiles and ensure all calls have been submitted appropriately. Users can also copy
complete schedules to future time periods to be able to repeat schedules that work well.
Additionally, users can use the mapping feature to determine if the schedule is optimized for
driving times.
Time off Territory is also enabled in the application. Users can enter Time off Territory requests
and submit these requests for approval to their managers.
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The Call Scheduler page allows for users to select the specific Start Date to begin scheduling calls
and the Calls per Day to schedule. A warning message will be displayed to the user in the case
that the number of Calls to be scheduled will be scheduled on days in addition to the Start Date.
The Call Scheduler will allow Calls to be scheduled up to two weeks from the selected Start Date.
When a user selects a value for the Calls per Day, this value will be the same value the next time
that the user Schedules Calls.
Calls which are created from the Schedule a Call process have the Call Status field set to
Planned. The address set for each call in My Schedule is the preferred address as defined for
that territory in Territory Fields.
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Office Hours
During the schedule process, VBioPharma will make attempts to schedule calls during the best
times to see the customer at the preferred address by leveraging the hours recorded on the
Office Hours control, as described on page 17. Calls are created in hour intervals. If no Office
Hours are specified, it will default to the next open hour timeslot.
My Schedule Tab
The My Schedule tab gives users an intuitive and familiar calendar view of their schedule. The
calendar functions much like other calendar applications such as Microsoft Outlook and
Googles online calendar. When you click this tab you will always access the page most recently
viewed by the user. This tab includes several important features which will make schedule
management much easier for users:
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My Maps
The mapping feature creates pushpin identifiers on the map corresponding to each location of
each scheduled call, numbers them in chronological order, and colors them according to the day
of the week. This feature allows the users to visualize where each planned call is located and
fine-tune their schedule for optimal driving times. Functionality in My Maps includes:
Click the colored days of the week to turn on/turn off that days pushpin appointments.
Click All to turn on/turn off all appointments.
Click the map and drag the mouse to slide the map around. Click the zoom icons or
slider bar to zoom in/out of the map. Click Map, Satellite or Hybrid for alternate map
views. This is standard Google functionality.
Click individual pushpins to see the details of that scheduled call. Users can move calls
to different days, adjust the times, and drill to the profile and call views.
A Show All Errors icon will appear on the map if an account has been selected with an
invalid address. Clicking the error will display the accounts in question.
Click My Schedule to return to the My Schedule weekly agenda page.
Click Get Directions to get step by step driving directions with Google. The directions
will be mapped out in chronological order of the schedule.
Click the Traffic, Map, Satellite, or Hybrid buttons to change the display of the Google
map to the corresponding view.
International Addresses and extended postcodes are supported.
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Multi-Channel Calendar
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CYCLE PLANS
Cycle Plans, or Plans of Actions, are lists of targeted Accounts and the respective call activity
plan to which a sales rep must adhere in order to properly promote his companys products and
messages. Cycle Plans created by Sales Operations and Management can be loaded into Veeva
CRM where sales representatives can review their plan and track their progress as they perform
calls throughout the period. Additionally, the Cycle Plan functionality allows customers and their
sales representatives to plan and track Product Details against specific targeted Accounts.
Customers can decide what privileges to give their sales representatives with regards to
updating Cycle Plans sales representatives can be allowed to edit or add targets in their Cycle
Plan, modify planned calls for their targets and modify planned details for each target. Cycle
Plans are updated nightly with the calls and details made that day to allow users to track their
progress against their Cycle Plans. Cycle Plans are available online and on VMobile Tablet
Edition.
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Figure 59 Detailed Product Formulary View With Both Employee- and Vendor-Sourced Data
Additionally, users can elect to link the accounts benefit designs to another accounts benefit
design. This is done when their Account follows the formulary of another account and the user
does not want to manually type the data in. Users can then elect to override individual
product statuses, notes and restrictions if there are slight differences between the parent design
and their accounts design.
The Benefit Design picklist displays all benefit designs along with their # lives and % lives
for this account. Select an individual design from the picklist, or select All to see all
statuses and restrictions across all Benefit Designs.
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The Market picklist displays all markets for which your company is tracking formulary
data. Select an individual market from the picklist, select All to see all your products
and competitor products across all markets in the matrix, or select All Company
Products to display only your company products in the matrix.
Four columns display the data for the selected Benefit Design-Market combination:
Product, Status, Restrictions and Notes.
Your company products appear in bold; competitor products appear in normal font.
Click the Product label to sort the rows by Product.
A legend appears displaying all the possible statuses and restrictions for that benefit
design.
Parent Design appears if the selected benefit design was linked from another benefit
design. Click the Parent Design link to navigate to that parent design.
Hover over a legend value to highlight all the products in the Matrix which have that
value. Click to make the highlighting permanent. Click again to clear the highlighting.
Multiple highlights can be displayed at a time.
Click the View link next to the Benefit Design picklist to edit information about the
Benefit Design, including # and % of lives and type. You can also link to a Parent Design
here.
Click the View link next to a product to view detailed formulary information about that
product.
Click the Edit link next to a product to edit detailed formulary information about that
product.
Click Override (available when linking from a parent design) to override the formulary
status for one product which was copied from the Parent Design. Once saved, the
Override link changes to View and Edit links.
Figure 61 Formulary Matrix Linked to Parent Design, With Overrides and Highlighting
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Benefit Designs are available as a related list off the any Account or Person Account page and as
a separate page tab. All formulary data can be used in Reports and Dashboards.
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Many customers utilize a four-step process for strategic account planning, although their
processes are typically broken as they lack the tools and technology to effectively plan, execute
and measure. The basic strategic account planning process in VBioPharma is as follows:
1.
Product Plan
The Brand Manager creates Strategies, Tactics and Key Messages for a particular
brand
The Brand Manager then reviews with and/or gets an approval from Managed
Markets Sales Management Team
The Product Plan is released to Managed Markets Sales Team
2.
Account Plan
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Account Managers creates their strategic Account Plans, SWOT and Strategic
Products for each account in their territory
Account Managers then review approved Product Plans, understanding the
strategies, tactics and key messages that are recommended for the product. The
account manager also decides how these recommendations will apply to their
account base and what, if any, alterations will need to be made.
The Account manager can then adopt the product plan and apply it to his/her
existing Account Plan. Additional tactics can be created by the account manager if
necessary.
The account manager then submits the plan for approval by management.
3.
Account Execution
Account Managers execute according to the account plan.
Meeting Briefs record which products were discussed with the customer, the type of
activities for those products, attendees, status, location, significant events and other
important activity classifications are noted.
Meeting Briefs are also linked to individual product plans and strategies.
4.
Measure Results
Activity reports are used by all members of the sales organization and the brand
teams to see how well various strategies and tactics are being executed and how
much progress is being made.
Visual dashboards help provide quick overviews to activity status and completion.
Reports can be exported to Microsoft Excel for further analysis and/or sharing.
Your organization is not required to follow this process exactly. Many customers will tailor this
process and the data points captured along the way to suit the needs of the business. Other
customers will opt not to use all four steps in the process. Still other customers will deploy this
process to other groups besides Managed Markets, such as MSLs and Specialty Sales. Ultimately
this is the decision of your organization and you can use whichever pieces and parts that fit the
best.
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Product Plans
Product Plans encapsulate all the details about a proposed strategy for a given product. This
includes Product Strategies, Key Messages and Tactics. You can also make use of other standard
Salesforce.com functionality on a Product Plan, such as Activities, Notes & Attachments and
Approvals, if your organizations process requires it.
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Product Strategies
Product Strategies are composed of a Name, Type, Description and an Estimated Increase in
Market Share. They are also related to one product. Brand Managers can create multiple
strategies for each Product Plan.
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Account Plans
Account Plans encapsulate all the details about the strategy for the account. This includes
SWOT analysis and Tactics. You can also make use of other standard Salesforce.com
functionality on a Product Plan, such as Activities, Notes & Attachments and Approvals, if your
organizations process requires it.
Account Tactics
This related list displays all tactics which have been applied from any account plan as well as
new tactics created by the end user.
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As a side note, the Apply Product Plan functionality can be extended to associate the Product
Tactics to a Customer defined object or to allow Users to select the individual Product Tactics
instead of the aggregated Product Strategy. For more information, please reference the
VBioPharma Administration Guide.
Record Activity
The user can click Record Activity from the Account Plan page to record a meeting brief. See
Account Plan Execution for more details.
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Measurement
Reports and Dashboards can be created to track and measure how well account plans and
product plans are being executed. You can create as many reports and dashboards as necessary
for your organization.
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Event Attendees
The Event Attendees related list allows users to track the Attendance of Accounts, Contacts, and
Users to the Medical Events. The Attendees status with respect to their Attendance of the
Medical Event can also be tracked. Additional fields can be added to allow advanced Event
Attendee tracking as required.
The Add Attendee button and Add My Attendance buttons allow for easy searching across
Users, Accounts, and Contacts to identify and add these individuals as Event Attendees to the
Medical Event.
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Sample Transactions
The Sample Transactions section provides links to create New Return, Transfer, and Adjustment
Sample Transactions as well as a link to the Sample Transactions Tab within the VBioPharma
application.
Click View Transactions to navigate to the Sample Transactions page
Click New Adjustment to create a Sample Adjustment transaction
Click New Transfer to create a Sample Transfer transaction
Click New Return to create a Sample Return Transaction
View Transactions
When users click the View Transactions link on the My Samples page, they are automatically
navigated to the Sample Transactions page. From here the user has the ability to view and
query for sample transactions.
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New Adjustment
Users can create an adjustment transaction in the event of their samples being lost, stolen or
destroyed. When the user clicks on the New Adjustment link on the My Samples page, he will
be navigated to the Sample Transaction page.
Users can select the date, reason and enter comments about the adjustment. Then the users
can select the sample, lot and quantity and submit the transaction. Once submitted, those
samples will be deducted from their inventory totals.
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New Transfer
Sometimes users will have to transfer their samples to another colleague. The New Transfer link
on the My Samples page will allow the user to access the Sample Transaction page to create the
transfer record.
Users can select the date and enter comments about the adjustment. With appropriate
permissions, a Sample Transfer record can be created on behalf of another person, such as a
District Manager creating a transfer on behalf of one of her employees.
Then the users can select to whom the samples will be sent. The address information from the
Rep Roster will automatically populate the address information. Finally, the user can enter in
the sample, lot and quantity and submit the transaction. Upon submit, the samples will be
deducted from the users inventory totals. If the quantity transferred would cause the
inventory level to drop below zero, the rep is warned with a small asterisk next to the quantity
field.
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The button creates a PDF with all relevant information filled out to ensure accurate mailing
addresses for samples. The layout of the form can be configured with relevant fields and logos.
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New Return
Often users will return samples to Home Office or their sample distribution center. The user can
click New Return to access the Sample Return Page.
Upon selecting the date, entering comments, and the return location and address information,
the user can enter in the sample, lot and quantity. With appropriate permissions, a Sample
Return record can be created on behalf of another person, such as a District Manager creating a
return on behalf of one her employees. Upon submit, the samples will be deducted from their
inventory totals.
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Sample Inventories
The Sample Inventories section displays a complete history of all Inventories for the user,
including the date, type and status.
Click New Inventory to create a new Sample Inventory
Click an Inventory ID to drill to view a submitted or complete an existing saved Sample
Inventory.
Users will perform inventory counts of all their samples on a timely basis per their organizations
policies. The user can click New Inventory to create a new Sample Inventory Record.
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As with Returns and Transfers, a Sample Inventory record can be created on behalf of another
person. Once users have filled in the Inventory details, such as the date and type, they can fill in
the counts for each sample and lot. The Difference column will automatically be calculated
based on the formula (Count Expected Quantity).
Sample Lots
The Sample Lots section displays a list of all Sample and corresponding Lots for the user,
including the Active checkbox and an expiration date. Users can uncheck the Active box to
remove those sample lots from their active list when recording disbursements.
Sample Disbursements
Reps will leave samples with a physician as part of their call. These samples must be tracked
either on a paper receipt or electronically via VBioPharmas online or Mobile applications. On
the Mobile device, the signature for the sample receipt can also be captured. For more details
on VBioPharma Call Reporting, please refer to the VBioPharma Administration Guide.
When the user wants to record samples left at the physicians office, he can fill in the
appropriate part of the call report. An example of the online version is shown below. A list of all
sample items in the product catalog is displayed with checkboxes. Administrators can configure
a default sample allocation by account, so that quantity and sample are preselected when a call
is created. As users select items, one row appears on the page for that item along with the
appropriate fields to fill out, such as quantity and lot number. Users can then record the
quantity and lot number(s) as well as the Card # from the paper receipt. When the call is
submitted, the quantity of samples left will be deducted from the users inventory totals.
When the system calculated inventory total would drop below zero after a transaction, the rep
is warned with a red asterisk about the possible error.
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Sample Signatures
Administrators of VBioPharma are able to review and compare the previously captured
Signatures for a given Person Account or by user via Rep Roster.
To view Signatures by Person Account, click on the View Signatures button in the Call related list
as seen below:
To view Signatures by User via Rep Roster, click on the View Signatures button on the Rep
Roster page layout as seen below:
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By clicking the View Signatures button, the previous 50 Signatures for the Person Account will be
displayed. The Printable View link allows Users to print the currently selected Account
Signatures. Additionally, the list of Calls can be filtered by Call Date, as seen below:
Sample Receipts
Administrators of VBioPharma are able to view and print Sample Receipts for Sample
Disbursements.
To generate a Sample Receipt, click on the Print Sample Receipt button in the Call related list as
seen below:
Figure 88: Call Related List with Print Sample Receipt Button
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Figure 89: Sample Receipt PDF Version with Print and Save
Sample Inventories
Sample Transactions
Sample Receipts
The Quantity_Per_Case_vod__c field allows a customer to enter the number of items per case
on the Product Catalog object (Product_vod__c). This field can be populated for each product
catalog record where the type is equal to Sample.
Sample Inventories Case Calculator
If the Quantity_Per_Case_vod__c field is populated on the Product Catalog object, then a
calculator icon will display next to each of the count textboxes on the Sample Inventory tab.
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When a user clicks on the calculator icon, a calculator in-line window will open. A user can use
the calculator to calculate the sample count. If the calculator is used, the count field will be
populated or overwritten by the calculator value.
Case Calculator
Cholecap 10mg / CH-12222
(10 Tablets per Case)
Cases
Tablet
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TERRITORY MANAGEMENT
VBioPharma includes enhanced functionality to facilitate Territory Alignments. This enhanced
functionality leverages Salesforce platforms Territory Management functionality, but includes
four new modules and features to ease the process of zip-code based alignments.
Administrators can upload the zip code to territory alignment file. A set of utilities built into the
application allows the administrators to create the appropriate rules for the alignment for each
territory, test the alignment, run reports and then finally execute the alignment. In addition,
new functionality on the account profiles allows administrators and/or users to perform one-off
assignment of territories after new profiles are created.
Assign Territory
The Assign Territory button on the account page executes the complete territory alignment
process for the profile. Most users/administrators will use this function for newly added
profiles. The process is as follows:
The territory alignment can also be instantiated by a checkbox field on an address record. If an
address is flagged for inclusion, the account that is associated with the address will be
associated with the proper territory.
For more information on how the Territory Management process works, please refer to the
VBioPharma Administration Guide.
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Rep Roster
The Rep Roster allows customers to load in all their user information, including complete
address and phone numbers, IT data such as asset tags, HR data such as Fleet identifiers and link
the user to their Territory. The Rep Roster data is also leveraged in the Sample Inventory
functions for shipping of samples.
Territory Utilities
The Territory Utilities page allows administrators to run territory alignments and monitor
alignment jobs. For more details on how to run a territory alignment, please see the
VBioPharma Administration Guide.
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Zip to Terr
The Zip to Terr module allows administrators to upload zip code alignment data.
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ORDER MANAGEMENT
The Order Management Module allows sales representatives to enter product orders placed by
pharmacies and other institutions they visit. A central piece of the sales reps job, managing
orders within Veeva CRM brings the current paper-based ordering process into the 21st century.
Orders can be placed against specified Accounts, and users can add line items (products and
quantities) to the order. The Order page is divided into two parts: Order header information,
such as billing address, shipping address and total discount across all line items; and Order Line
Items, where the user enters the products and their respective quantities and the discounts (if
applicable) are automatically applied. TheOrder Management module includes an advanced
Pricing Rule engine, which looks for the lowest price available for the product and quantity
entered. Pricing rules can be set at the Product, Account or Account Group level. Orders can be
placed directly to the account (Direct Orders) or through wholesalers affiliated with the account
(Transfer Orders).
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COACHING REPORTS
Coaching Reports provide a mechanism for Managers and Sales Representatives to create and
share coaching and reviews of performance in the field. The Coaching Report object enables a
Customer to create targeted forms for coaching and mentoring collaboration between both
Managers and Sales Representatives. These forms are intended to be filled out prior to ridealongs with the Sales Representatives. Completion of a Coaching Report form can then be
addressed after the ride-along has been completed to provide an evaluation and mechanism for
constructive feedback.
Admin Reports
Admin reports are geared to work off the Time off Territory and Material Orders modules,
respectively. Two sets of reports, one at the Manager level and one at the Sales Representative
level, are available.
Table 5 Admin Reports
Report Name
Manager's Material Orders by Status
Manager's TOT Report
Material Orders by Status
Rep TOT Report
Description
Material Orders by Product, Status and Employee
Time Off Territory by Status and Employee
Material Orders by Product and Status
Time Off Territory by Status
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Description
List report displaying Activities by Status
Account Plans by % Complete
List report displaying Activities by Strategy by Account
List report displaying Activities by Strategy by Type
List report displaying Activities by Strategy by Employee
List report displaying Activities by Strategy by Tactic
Matrix displaying Tactics and Activities
Description
Expenses accrued by Account
Grow, Guard Segments with no recent call activity
Expenses accrued by Account by employee
Promotional items by type by employee
Message recorded by Product
Messages recorded by Reaction
st
nd
rd
Products detailed in 1 , 2 and 3 position
Promotional items by type by employee
Report Name
Description
Activities by Employee
Activities by Indication and Topic
Activities by Employee
List report displaying activities by indication and discussion
topic
Activities by Product and Indication
Matrix displaying activities by Indication and Discussion
Topic
Presentations by Employee
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Description
# Lives report for MCO and MCO Plan account profile types
List report displaying all KOLs with Investigator Readiness,
Speaker Skills and Engagements metrics
List Report aggregating KOLs by Investigator Readiness
metric
List Report aggregating KOLs by Speaker Skills metric
List report showing enrollment metrics per MCO and MCO
Plan
List report showing financial metrics per MCO and MCO
Plan
List report showing formulary status, selling stage product
metrics per MCO and MCO Plan
List report displaying product metrics for key accounts
List report displaying product metrics for key professionals
Sample Management
Sample Management reports are designed for administrators and/or end users to track details
about their sampling activity and inventory levels.
Table 10 Sample Management Reports
Report Name
Active Sample Lots by User
My Active Sample Inventory
My Sample Transactions by Type
Description
Provides a list of all active sample lots by user.
Provides an inventory snapshot of the active inventory
Provides a list of sample transactions by type category for
the user.
Dashboards
Dashboards work off of existing reports in the application but present them visually to the end
user.
Table 11 Dashboards
Dashboard Name
Managed Markets Director Dashboard
Managed Markets Sales Dashboard
MSL Dashboard
MSL Director Dashboard
Description
Dashboard for sales management in Managed Markets.
Includes charts based on Strategy Execution reports.
Dashboard for account managers in Managed Markets.
Includes charts based on Strategy Execution reports,
account plans and # lives.
Dashboard for MSLs. Includes charts based on KOL
analysis and activities by indication, topic and presentation.
Dashboard for MSLs management. Includes charts based
on KOL analysis and activities by indication, topic and
presentation.
Dashboard for the specialty sales rep. Includes charts
based on call activity, time off territory and material orders
reports.
Dashboard for specialty sales management. Includes
charts based on call activity, time off territory and material
orders reports.
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Product Catalog
The Product Catalog enables users to enter products, samples, promotional items and reprints
as well as key details about products, such as therapeutic classes and areas, costs, product
images, etc. End users can research the catalog for details on products and competitive
products.
Records in the Product Catalog drive what appears in the MySetup page (see page 81) as well as
which promotional items appear in the Call Report.
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Material Orders
The Material Orders module is designed for simple product and material orders. Reps can
create an order, pick product catalog items and quantities, and then submit for approval. It
does not support Sample ordering.
Your organization can take Material Orders data and integrate it with the fulfillment application
or vendor of your choice.
My Setup
My Setup is an administrative screen which enables users to specify which products they are
responsible for promoting at their accounts as well as any Competitor Products that are
pertinent to their Accounts. The Ratings Control and Call Reporting depend on the settings
here. For each product (both Company and Competitor) selected in My Setup, one row will
appear in the Ratings control. For each Company product selected in My Setup, one checkbox
will appear in the Products Detailed section on the call report. Additionally this will also drive
related promotional items to be displayed in the Samples and Promotional Items section on the
Call report.
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The Activity Log captures specific information based on the activity that has taken place. The
table below shows what areas are logged and a description of the information that is captured:
Column Headings
Timestamp
Org Id
User Id
User Name
Platform
Process
Object Name
Description
Param 1
Param 2
Param 3
Param 4
Param 5
Key Messages
Key Messages module allows operations, sales management and/or brand management to
create key messages for a product and associate them with a product plan or just enable them
to be used on basic call reporting.
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Formulary Products
The Formulary Products page tab allows administrators to set up markets, products and
competitive products for display in the Formulary Matrix.
Lot Catalog
The Lot Catalog allows administrators to load in and manage lots for use in Sample Inventory
Management.
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Metric Configurations
Metric Configurations is an administrative screen to be utilized only by application
administrators, not end-users. The Metric Configurations module allows you to create and
configure the types of fields which appear in the Ratings and Evaluations section of the Account
Profile. Using this module you can configure the title, type, display order, threshold ranges as
well as which Metrics appear on which account profile.
Veeva Messages
The Veeva Messages module allows administrators to configure the text and labels displayed in
VBioPharma which are not standard Salesforce.com labels. Veeva Messages also contain the
HTML messages for setting up the layout for the VBioPharma Mobile application. For more
information on the VBioPharma Mobile application, please refer to the VBioPharma Mobile
Application Guide.
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