Case Study. SFDC VEEVA Interface Development and Application and Data Support for Leading Pharmaceutical Organization. Quick Facts.

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SFDC VEEVA Interface Development and Application and Data Support for

Leading Pharmaceutical Organization

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.

Client Pain Areas

 Multiple systems globally for CRM / SFA with majority systems based on Siebel platform

 The organization was using iCall in China and Siebel Japan

 There was no global call center application and the call center application concentration was on western markets (US and Europe)

 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

Quick Facts

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.

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 Break fix related investigation and resolution of interface related issues

 Third party coordination for troubleshooting beyond scope of immediate interface change

Scope

Scope Of Services - Part 1:

Veeva and SFDC Call Center Application and Data Support

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:

Veeva and SFDC Call Center Application &

Data Support

Integration Support (Troubleshoot, Resolve data and

interface issues)

Create/ Enhance new/ existing informatica

interfaces

Part 1 Part 2 Part 3

 Investigation and resolution of issues associated with application functionality or reporting of such issues where Veeva or call center configuration or code changes are required.

 Investigation and resolution of problems associated with loading of data files as and when requested

 Creating and maintaining Known Error Database (KEDB)

Scope of Services - Application Support

 Investigation and resolution of issues of missing or inaccurate data  Passing ticket to integration support partner if necessary

 Creating and maintaining Known Error Database (KEDB)

Scope of Services - Data Support

Integration Support

Scope of Services - Technical Support

 Resolving technical design and implementation issues with third party partner related to interfaces

 Daily monitoring of interface execution

 Report interface failures and perform root cause analysis

 Maintain compatibility with integration platforms which may be upgraded or modified over time

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 Managing scheduled jobs and workflows

 Retiring workflows that are no longer required

 Working with third parties as necessary to achieve all of the above  Creating and maintaining Known Error Database (KEDB)

Create/ Enhance new/ existing Informatica interfaces

 Custom code development

 Design and enhance/ develop new interfaces

 Release Management (develop release plan to move code into production)

Scope of Services - Enhancement and Development

 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

Scope of Services - End to End Test Planning and Execution

Global Support

Veeva and SFDC Call Center

Application and Data Support Integration Support (Troubleshoot, Resolve Data and Interface Issues)

Application Support Data Support Enhancement and Development Operational Support Technical Support

End to End Test Planning and Execution

Project Management Proactive Problem Mgmt. Established KEDB SLA & Metrics Rep. SOP Based Resolution Continuous Improvement

Knowledge transition from incumbent vendor or relevant client team(s)

Knowledge transition from HCL Development

team

 Phased transition approach with proactive risk management

 Dedicated transition management including reviews and checkpoints

 Transition using HCL’s proprietary transition framework, ASSeT™, customized based on the objectives and scope of the engagement

 Dedicated core support team based in India and Technical Manager in key onsite locations

 24x5 support during weekdays & on call support weekends  Defined Governance Structure, Communication and

Escalation Mechanism and RACI matrix  SLA driven support

 Creation and maintenance of KEDB (Known Error Database)

TRANSITION STEADY STATE

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Key Challenges

S. No Challenges Concern Area

1 SLA compliance  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.

2. Third Party Dependency

Third Party dependency i.e. Veeva, SFDC, Informatica, etc. and same SLAs still remains with HCL

3. Late Assignment of tickets

User Awaiting tickets

 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 Customer raised issues i.e. CR documentation quality and presentation skills. Knowledge of GxP changes, domain knowledge were some other challenges.

5. Week end tickets 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

1 SLA compliance  A focused & dedicated team to work on recent tickets, another to focus on ticket backlog & aging.

 CR and TT handing team structuring  Regular on-call training sessions

 A new application developed on Salesforce for SLA dashboard and daily SLA report shared with team

2. Third Party Dependency

 Closed follow up with vendors like Veeva, SFDC, Informatica  Child Ticket process for other service providers i.e. TCS, IBM etc

3. Late Assignment of tickets

User Awaiting tickets

 Weekly report on late assignment tickets

 Only tickets where addition inputs needed to be in ‘waiting’ state with regular follow ups. User confirmation tickets to be fixed, once support team is sure of solution.

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4. CR Process  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.

5. Week end tickets 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 January’2013 to deep dive

and above areas were identified to be worked on. Team achieved SLA targets along with other metrics defined together.

Value Addition

 Dashboard for SLA monitoring, Shift management and other reporting.  Salesforce License Management for Veeva

 Automation of many interfaces to avoid human errors.  Optimization of various interfaces to be finished on time.  Dashboard for Interface monitoring

 Interface scalability through parameterization

Key Initiatives & Improvements

 Problem management Process for RCA and long term fixes

 Continued effort on Operations call to reduce open issues

 Focus on the CCB and CR process to improve RFT metric

Better Process Adherence

 Automated notifications for daily job runs to selected COE team members and BI’s

 Pro-actively communicating with ODS, DS, affiliates on Job delays

 Better co-ordination with upstream and down stream application teams on Issues resolutions

Interface monitoring And Communication

 Implementing long term fix to reduce TT volumes  Continued efforts has led to downward trend for

number of TTs, TT backlog and TT ageing.

 Focus on meeting region-wise SLA’s and then target country-wise as next step

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 Managing 24X7 support

 Better planning for monthly job processing  Special team formulation for big issues

Support Coverage hours

 Series of trainings conducted for Pharma domain and GXP

 Regular training sessions on Client SOPs and processes

 Continuous need based trainings on interfaces and SFDC/Veeva Skills

Trainings