A leading multinational pharmaceutical organization sought to revolutionize stakeholder engagement by delivering hyper-realistic, personalized digital content tailored to key global markets. With a strong presence across multiple therapeutic areas and a commitment to innovation, the company aimed to enhance its communication and multilingual content marketing strategy to better connect with key stakeholders. As part of their digital transformation journey, they identified video-based engagement as a key driver for building trust and delivering impactful, localized messaging at scale
Indegene streamlined inefficient workflows and deployed automation to enhance system performance and eliminate manual tasks, enabling faster issue resolution and strategic focus.
Indegene developed custom automation scripts to streamline user provisioning, role assignments, and offboarding. Implemented Veeva Align to maintain accurate territory mappings, reducing manual configuration efforts.
Routine issues were resolved instantly via automated flows, reducing manual intervention and enhancing speed, for example: User Provisioning Automation: Automatically assign or revoke Veeva permission sets and profiles based on business roles. Self-Service File Upload Tools: These tools allow end users (e.g., MSLs, sales reps) to upload Data such as TOT, MCCP, Account Plan etc through guided interfaces.
Integration issues and data sync failures were addressed by refining API configurations and sync settings, ensuring smoother and more reliable data flows. Permission Set Request Workflows: Automate complex role-based access changes tied to business units or geographies with approval routing. Sync Monitoring Automation: Detect MyInsights or CRM-Vault sync failures and notify support before users are affected.
High-impact issues, including system performance challenges, were escalated to Veeva with Indegene driving collaborative root cause analysis and patch deployment—cutting resolution time from 72+ hours to under 24 hours.
Data Validation & Cleansing for Consistent Insights: Indegene ensured data quality by validating the file format (CSV/XLSX), required fields (e.g., HCP IDs, territories), and data consistency. Predefined validation rules were configured to screen for redundant entries, data format violations, and empty required fields, and data was organized by standardizing entries and removing outdated records, with reconciliation post-upload with existing CRM data to maintain accuracy. Additionally, regular audits helped sustain clean, reliable data for reporting and analytics.
Optimized CLM Content Sync: Resolved Vault-to-CRM synchronization issues by refining metadata mappings (e.g., ‘Approved’ status, country/brand mappings) and configuring sync jobs to only transfer approved content. This involved aligning external IDs and ensuring that syncs targeted the correct document states. Additionally, automated monitoring and alerts were set up to detect sync failures in real time, enabling proactive issue resolution. These measures ensured timely access to compliant promotional materials in CRM, minimizing delays and enhancing rep productivity.
Indegene’s tailored optimizations delivered measurable impact, transforming the organization’s Veeva CRM experience and driving operational efficiency. Implementing automated workflows allowed teams to focus on strategic initiatives. And by refining incident management, the organization achieved exceptional system performance and enhanced incident resolution speed, with L1/L2 issues addressed within 8 to 12 hours and L3 escalations within 48 hours, ultimately accelerating sales rep performance. Improved data accuracy with automated data validation and cleansing processes enabled more reliable sales insights and better decision-making.
60%
faster ticket resolution
2300+
hours saved annually through automations
90%+
improvement in data accuracy