TCO Reduction Via Optimized Veeva CRM Operations for Life Sciences Leader

Overview

A prominent life sciences company faced the critical challenge of maintaining operational stability while executing complex, multi-platform CRM migrations. They partnered with us for end-to-end application management, resulting in seamless transitions, significant process enhancements, and a long-term strategic relationship that unlocked major cost savings.

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Business Challenge

The client is a prominent life sciences company with extensive commercial operations, likely based in the US. They relied heavily on their CRM system to support Sales, Marketing, and Medical field teams. The primary challenge was ensuring seamless CRM operations and user support during significant platform transitions, from Salesforce to IQVIA OCE and then from IQVIA OCE to Veeva CRM. Maintaining stability, managing integrations (Concur, Reltio MDM, PromoMats, Aktana), supporting new product launches, and optimizing operational costs were critical business needs. The client sought a reliable and experienced partner, leading to a long-standing relationship with Tech Mahindra since 2006, and designating them a "Preferred Supplier" in 2023.

Our Approach & Solution

Expert Application Management

Delivered robust L1/L2 support for incidents, service requests, data loading, and reporting under a strict governance model.

Flawless Migration Execution

Meticulously planned and executed phased migrations to IQVIA OCE and ultimately to Veeva CRM for the entire US market.

Value-Added Integrations

Implemented and supported key enhancements, including Veeva Sampling and integration with Aktana for Next-Best-Action intelligence.

Proactive Process Improvements

Deployed four key automations and a "Shift Left" strategy, empowering the support team to resolve issues faster and more efficiently.

Business and Community Impact

  • 10% Reduction in Total Cost of Ownership proposed over three years through operational efficiencies.
  • Seamless Operational Stability maintained across multiple complex CRM migrations with no business disruption.
  • Vastly Improved Data Quality after successfully cleansing over 1 million invalid address records.
  • Enabled Critical Business Initiatives, flawlessly supporting eight new product launches alongside daily operations.
  • Enhanced Field Force Effectiveness by integrating Aktana's Next-Best-Action insights directly into the CRM workflow.