Cloud-based software company Veeva Systems has announced the Veeva Vault CRM Service Center, which is intended for inside sales, contact centers, and hybrid agents. The new Service Center manages both inbound and outbound contacts across various channels and includes critical capabilities like case management, video chatting, and telephony, as well as industry-specific features like consent tracking, sample, and call reporting.
It increases efficiency by enabling case collaboration in Microsoft Teams and OneNote, while guaranteeing all data is securely kept in Vault CRM.
"The unified and connected Veeva Vault CRM Suite is delivering on our vision to bring sales, marketing, medical, and service together for the first time for true customer centricity. The pace of application development, customer adoption, and migrations is a reflection of our long-standing commitment to consistently deliver on product excellence and customer success for the industry," said Matt Farrell, Executive Vice President of Commercial Strategy at Veeva.
The Service Center is an integral part of the Veeva Vault CRM Suite, which also comprises Vault CRM for sales and Campaign Manager for marketing. This suite, which is built natively on the Vault Platform, eliminates data silos across customer-facing teams by offering a single source for all customer data, content, and workflows. This integration enables smooth collaboration between departments, such as sales and marketing teams, coordinating efforts to guarantee consistent outreach and alignment with consumer communication preferences.
How does it help?
The Vault CRM Suite improves cooperation among customer-facing teams in the life sciences business by providing a set of integrated tools designed to negotiate rising complexity. Vault CRM is built on Veeva CRM's robust online and offline capabilities, and it includes enhanced productivity tools, dynamic content customisation, and automated account profiling. In addition, it enables compliant omnichannel engagement using tools like Engage for secure HCP chat and video, and Approved Email for compliant correspondence.
The suite comprises Events Management for event planning, Align for agile territory management, and Service Center for cross-channel interaction for inside sales, call centers, and hybrid reps.
The Vault CRM Suite's core capabilities include optimizing for regional and worldwide commercialization, ensuring smooth content flow between teams and channels, and adhering to data standards.
