Integrated Training and Supportfor the Design, Localization, Delivery, and Sustainment of a Global Veeva Program

Integration: Training and Service Desk

2012:Canada

2013:US, Nordics, BeNeLux,Brazil, Australia, United Kingdom, Ireland

2014:Japan + additional business units forall other deployed countries

2016:South Korea, New Business Units, Global Medical Affairs, New Releases, US New Hire

Approach

Strong core training agenda and methodologyBusiness rules and local practices customizedUpdates made as new capabilities addedAdjustments made based on lessons learnedConsistent results as organization grows

Customer Satisfaction Level (out of 5.00) Total

eLearning: 4.23Course Content and Materials: 4.40Instructor: 4.67Total Score (instructor led) 4.53

C3i SolutionsTraining

C3i SolutionsService Desk

SystemKnowledge

Field Input

FieldTraining

Curricula andReferenceMaterial

Development

OngoingSupport

AdoptionSupport

TranslationTroubleShooting

H/WDeploymenteLearning

WebTraining

Integration BusinessImpact

Ongoing BusinessBenefit

Project At-a-Glance

Training Designed around how the field works

Increased CRM adoptionLower volume for the service deskConsistent application of technologyacross geographiesOverall higher customer satisfaction

Consistency when integrating new businessunits and geographiesFeedback from service desk to providetargeted trainingGlobal shared best practices to improve business effectiveness

Change Management

Business Need

The client rolled out a new CRM system and needed to deploy new capabilities to the sales force across different locations and business requirements.

As the client expanded, adding new business units with unique requirements, training was required to address these teams. In addition, expansion into new geography took place extending the current business units.

The client added support for Global Medical Affairs, with role specific training and customized system implementation including Veeva CRM and Veeva Vault.

Solution

1300+ reps across 5 continents and three different business units.Veeva CRM & Business Analytics Training.Establish and certify client-based trainers to provide support and new starter training to their teams globally and direct training to New Hires in the US.

650+ reps added with multiple business units, requiring Veeva CRM training. Training required a tiered approach for one business unit. Ongoing global releases required training and documentation updates in all languages with limited time allotted between testing and deployment.

200+ MSLs trained worldwide. The deployment included the initial trainings as well as on-demand virtual New Hire training. Programs continue to be developed to create a complete onboarding process for new MSLs.

eLearning Module1

2

30 Minute iRep/Veeva fundamentals: In local language delivered via Learning Management System at least 1 week prior to training

Train-the-Trainer/Train-the-Client Trainer

3

C3i Solutions prepares professional instructors or the client’s own resources to effectively conduct the training program

Instructor-Led Representative Training

4

Scenario-based training – iRep and Veeva online, including live data workshop

Instructor-Led Manager TrainingOverview of representative functionality; Primary focus on Veeva as a coaching tool

5Support and DocumentationQuick Reference Guide and technical support for the users in the field

C3i Solutions, is a business process outsourcer specializing in global, high-touch consumer, patient and end user engagement. Our network of global contact centers provides unparalleled, 24/7, multi-lingual support to customers in over 175 countries. For more information visit www.c3isolutions.com