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SFDC VEEVA Interface Development and Application and Data Support for
Leading Pharmaceutical Organization
Quick Facts
Industry: Pharmaceutical
Customer Geographies
US, China, Australia, Canada,
Europe, Japan, Emerging Markets
Users
~ 25,000 globally
Technology Stack
VEEVA, Salesforce.com,
Informatica Power Center,
Informatica Cloud, Apex Data
Loader, Oracle, Linux
Background
The organization is amongst the top 10 pharmaceutical companies in the world. The
organization has clinical research conducted in 50+ countries, R&D facilities in 8
countries, manufacturing plants in 13 countries and its products are marketed in over
125 countries.
Objectives
A decision was made to implement a new Global CRM platform with the following key
objectives:
Modernize existing solution by moving to a Cloud based CRM solution
Reduce number of existing CRM applications and the long term cost of ownership
Implement a simplified solution with improved user experience
Process simplification and standardization
Build a solution agile and scalable solution
The organization made a decision to implement VEEVA CRM and SFDC Call Center to
support its field and office based sales staff and healthcare professionals globally.
Scope
The organization selected HCL as its global system integration partner with the
capability to provide global support (US and OUS) of the developed system which is
broadly classified as below:
Part 1
Veeva and SFDC Call
Center Application &
Data Support
Part 2
Part 3
Integration Support
(Troubleshoot,
Resolve data and
interface issues)
Validation testing
Functional testing
Integration testing
Regression testing, including end to end testing from source to target.
Performance testing
Stress testing where appropriate
Creating and maintaining test data set where applicable
Support Overview
Global Support
Veeva and SFDC Call Center
Application and Data Support
Enhancement and
Development
Application Support
Technical Support
Data Support
Knowledge transition
from incumbent vendor
or relevant client team(s)
Operational Support
End to End Test
Planning and Execution
Project Management
SLA & Metrics Rep.
TRANSITION
Established KEDB
Continuous Improvement
Knowledge transition
from HCL Development
team
STEADY STATE
Key Challenges
S. No Challenges
1
SLA compliance
2.
Third Party
Dependency
3.
Late Assignment of
tickets
User Awaiting
tickets
Concern Area
All incidents or Service Request were being created as Trouble
Tickets. TT not being closed until CR/Enhancement gets
deployed in PRD. No SLA clock STOP until solution deployed in
production.
Remedy being very old application, no SLA calculation medium
available to measure the SLAs.
Third Party dependency i.e. Veeva, SFDC, Informatica, etc. and
same SLAs still remains with HCL
Veeva, main CRM application but many upstream and
downstream systems involved. Ticket to remain in OPEN state
until gets fixed even if HCL is not responsible to fix it. Change to
reflect in Veeva app for closure of the tickets.
Many tickets were in waiting state with SLA clock ON for
additional inputs or confirmation.
4.
CR Process
5.
SLAs were applicable for week ends as well and tickets coming
over the week end were cases for SLA breach.
Summary: Client was going through multiple rollouts, each organizational rollout
had a lot of stabilization items and more focus was going towards fixing those
stabilization items.
Action Taken
S. No Challenges
Concern Area
SLA compliance
2.
Third Party
Dependency
3.
Late Assignment of
tickets
User Awaiting
tickets
S. No Challenges
4.
CR Process
5.
Concern Area
Regular CR process training sessions were conducted
Weekly audits were conducted by HCL chief compliance office
and learning were shared with the team
GxP training sessions.
SLAs were applicable for week ends as well and tickets coming
over the week end were cases for SLA breach.
Summary: HCL and Client had a one week workshop in January2013 to deep dive
and above areas were identified to be worked on. Team achieved SLA targets along
with other metrics defined together.
Value Addition
Better Process
Adherence
Interface monitoring
And Communication
Service Improvement
Support Coverage
hours
Trainings