#FutureReadyHealthcare
Indegene Delivers 60% Faster Issue Resolution for a Global Life Sciences Leader
The customer
Challenges
Inefficient User & Account Management : A lack of automation in user provisioning and misconfigured role-profile-permission mappings in Veeva CRM led to delayed access for field users, impacting timely HCP engagements and sales efficiency.
Customer Data Management Failures : Recurring failures in inbound data loads (via FTP and SharePoint) led to incomplete HCP/account records, affecting data reliability. Downstream analytics became unreliable, impeding decision-making and campaign effectiveness.
Disrupted Access to Promotional Content : Sync issues between CRM and Vault PromoMats resulted in content unavailability or delays, hindering sales reps ability to access compliant materials.
Prolonged Incident Resolution : Support tickets, particularly those involving permission sets, data mismatches, and integration failures, routinely took more than 90+ hours to resolve, due to limited in-house technical expertise.
The Solution
Indegene streamlined inefficient workflows and deployed automation to enhance system performance and eliminate manual tasks, enabling faster issue resolution and strategic focus.
Eliminating Manual Processes with Smart Automation: 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.
Optimized Incident Resolution Across Support Tiers
L1 Issues -
Streamlining Day-to-Day Operations
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.
L2 Issues -
Process
Optimizations
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.
L3 Issues -
Faster Resolution of Critical System Issues
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.
- 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.
- Proactive Monitoring of Integration Points: Automated alerts and logging were implemented across key systems (SAP, Vault, SFDC) to detect sync failures or job delays in real time.
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.
The outcome
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.
0%
faster ticket resolution
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hours saved annually through automations
0%+
improvement in data accuracy
