[Revised January 20, 2026]

Remote Detailing in the Pharmaceutical Industry

(^[1]) A pharmaceutical sales representative engaging a healthcare professional via a virtual detailing platform. Remote detailing uses video/web conferencing and digital content instead of in-person office visits (^[2]). Reps send HCPs an invitation link and then present approved slides, videos or live demos over the internet, often on tablets or laptops (^[2]) (^[3]). Unlike traditional face-to-face meetings, remote sessions break down geographic barriers and allow flexible scheduling (HCPs simply click a link to join, no extra software needed (^[4])). In practice, many companies now deploy dedicated remote or hybrid sales teams to conduct these e-detailing calls and integrate them into broader multichannel campaigns (^[5]).

Market Trends and Adoption

Remote detailing adoption surged during the COVID-19 pandemic and has permanently reshaped pharmaceutical sales engagement. The global web-based e-detailing market is now valued at approximately $2.0 billion and is projected to reach $4.5 billion by 2033, growing at a CAGR of 11.6% (^[6]). As of 2025, industry surveys show 84% of HCPs prefer to maintain or increase virtual interactions with pharmaceutical companies (^[7]). Meanwhile, nearly 70% of HCPs are now digital natives, making mobile-optimized, digital-first engagement essential (^[8]).

The trend toward hybrid engagement has stabilized. A Syneos Health study found that in‑person detailing fell from ~89% of interactions before COVID to 0% at the worst point, then recovered to approximately 62% by mid‑2021 (^[9]). By 2024, in-person sales rep engagement had declined further to 56.5% (down from 67.8% in prior years), with marketers continuing to shift budgets toward digital channels (^[10]). Notably, 78% of HCPs now prefer a mixture of in-person and virtual events according to Ashfield Healthcare, while a McKinsey survey found 60% of HCPs want pharma interactions integrated across channels.

Less than 20% of HCPs report receiving personalized digital experiences, indicating significant room for improvement in pharma's approach to digital engagement (^[11]). These trends are summarized below:

These data confirm that remote and hybrid detailing have become permanent fixtures. Analysts conclude face‑to‑face will not fully return to pre-COVID levels; success now comes from well-coordinated omnichannel strategies that integrate remote, in-person, and self-service digital engagement (^[9]) (^[10]).

Benefits and Challenges of Remote Detailing

From an IT and operational standpoint, remote detailing offers significant advantages but also introduces new challenges:

• Benefits (IT Perspective): Virtual detailing greatly scales rep reach – a single rep can make many more calls per day (no travel) and cover remote or hospital accounts otherwise hard to reach (^[12]). Digital calls are typically longer and more engaging than quick hallway drops: one report found remote calls average ~14 minutes (versus ~2 minutes in person) (^[13]). Platforms automatically capture rich data and analytics on HCP engagement (e.g. which slides were viewed, polls clicked) (^[14]) (^[13]). Content updates and compliance are easier: approved promotional materials can be updated centrally and pushed live to all reps, ensuring consistent messaging (^[15]) (^[16]). Cost savings accrue from reduced travel and printing (^[17]). Remote systems can be integrated with CRM/CLM (e.g. Veeva CRM, Salesforce Health Cloud) so calls are logged automatically with the correct HCP records, feeding into reporting dashboards. Security is also improved in some respects: modern platforms support encryption and access controls, safeguarding proprietary slides and any PHI that might arise (^[18]) (^[19]).

• Challenges: IT teams must invest in reliable infrastructure and devices. Equipping reps with tablets or laptops and high‑speed connections can be expensive (^[20]). Video calls must be rock-solid; dropped calls or poor audio/video degrade HCP trust. Ensuring tools integrate with existing systems is non‑trivial: CRM platforms may require custom APIs or middleware to sync virtual call logs and content usage data. Security and compliance are paramount: platforms must encrypt data in transit and at rest and meet healthcare privacy standards (^[19]) (^[21]). If any patient-specific data enters a discussion (e.g. case studies), HIPAA rules could apply, so IT must enforce strict access controls and audit trails. Finally, users need training on the new tools; poor uptake by reps or HCPs can limit ROI (^[22]) (^[23]). Designing an engaging virtual experience is also harder – the lack of face‑to‑face cues means reps must adapt presentation styles and content (e.g. more interactive polls or infographics) to maintain attention (^[22]).

Benefits vs. Challenges

Technologies and Platforms

The life sciences CRM landscape has undergone significant transformation in 2024-2025, with three major platforms now dominating remote detailing. Pharma companies use a mix of specialized and general-purpose tools for remote engagement:

• Veeva Vault CRM (Engage Meeting):Veeva's pharma‑focused platform with built-in remote detailing capabilities. Sales and medical teams can schedule virtual calls, present approved slides/videos in real time, and capture all interaction data in CRM. Veeva's Engage Meeting feature enables two‑way communication with HCPs, including integrated chat and messaging capabilities (^[25]). The 2025 release (25R1.0) added Microsoft Outlook calendar integration and enhanced sandbox configuration for testing (^[26]). Veeva released AI Agents in December 2025, adding agentic AI capabilities for next-best-action recommendations.

• IQVIA OCE (Remote Engagement): IQVIA's platform for orchestrated customer engagement includes a virtual detailing module with web application tools and managed virtual rep teams (^[27]). The OCE+ enhancement delivers AI-driven recommendations via the "Next Best" engine, with IQVIA claiming users can "outperform by 30%" using these insights (^[28]). Important note: In 2024, IQVIA and Salesforce expanded their partnership, with IQVIA licensing OCE CRM software to Salesforce. IQVIA will support existing OCE customers through 2029 with a migration path to Salesforce Life Sciences Cloud.

• Salesforce Life Sciences Cloud for Customer Engagement: Launched in October 2025, this is now a major third option with over 70 customers including Takeda, Haleon, Novartis, Pfizer, and Fresenius Kabi (^[29]). The platform provides AI-powered features including Smart Summaries, Key Account Management, and Intelligent Content. Salesforce's Agentforce Life Sciences delivers AI agents for automated engagement, with features like voice-activated account preparation and podcast-style meeting recaps. Podcast Stories, Agentforce Voice, and AI-enabled compliance are planned for February 2026.

• Microsoft Teams / Zoom: Many field reps use enterprise video platforms for flexibility. These provide reliable video/audio and screen sharing; IT can deploy enterprise‑licensed versions (e.g. Teams with HIPAA compliance) and integrate with calendars (^[30]).

• AI-Powered eDetailing Tools: In April 2024, Veeva and SalesLoft launched AI-powered e-detailing tools enabling personalized HCP engagement. In February 2025, RepTech Solutions was acquired by MedCom to enhance AI-driven customer engagement capabilities. Platforms like Odaia's MAPTUAL provide dynamic, AI-driven rankings and next-best-action recommendations that adapt weekly or daily as new data flows in.

Table: Remote Detailing Technologies (2025-2026)

Secure, Scalable Deployment Best Practices

Implementing remote detailing at scale requires IT rigor. Key practices include:

• Infrastructure Planning: Adopt cloud services (e.g. Azure, AWS) to handle large concurrent video traffic. Use content delivery networks (CDNs) so reps in any region get good performance. Plan for elastic scalability (auto-scaling servers, databases) to handle usage spikes.
• Security and Compliance: Conduct thorough security audits before rollout (^[19]). Enforce least-privilege access: only authorized reps can start calls or present content. Encrypt all call streams and data at rest (^[19]). Use enterprise login (SSO with MFA) for all platforms. Maintain full audit logs of who presented what, in case FDA or internal compliance needs traceability. If any PHI might be discussed, choose HIPAA-compliant video solutions (e.g. Zoom for Healthcare). Regularly patch and update software and apply network segmentation if needed (^[19]).
• Integration and APIs: Leverage open APIs/SDKs of your CRM and video tools to integrate them. For example, use Veeva or Salesforce APIs to log call records and rep‑HCP relationships. Test integrations thoroughly in a staging environment (^[31]) before go-live.
• Testing and Monitoring: Establish a test environment that mirrors production scale; perform automated and stress tests on the video service (^[32]). Monitor call quality and usage in real time (via dashboards or logs) so that IT can detect dropouts or high latency. Prepare incident response plans for outages or security incidents (^[19]) (^[33]).
• User Training and Change Management: Provide comprehensive training for sales reps and support staff (including quick-start guides, mock sessions, video tutorials). Hold change management sessions so reps understand how to adapt their style for video calls. Engage key field leaders early to champion the tools (^[24]).

Adhering to these practices will maximize uptime, user adoption, and data security for remote detailing programs.

Case Studies and Examples

• IQVIA – Abiogen Pharma (Italy): In 2020, Abiogen Pharma (mid-sized biotech) rapidly deployed IQVIA's OCE Remote Engagement. Reps took just 1.5 hours average training, and the system was live in one week. Within days, Abiogen's field team conducted 500+ remote calls per day, each ~10–20 minutes long. The calls focused on knowledge transfer and used interactive quizzes, resulting in high HCP satisfaction and adoption by reps. This case highlights how a familiar platform (IQVIA OCE) enabled quick scaling of virtual interactions without disrupting existing CRM workflows.
• Virtual Rep at Large Pharma: According to industry reporting, many top pharma (e.g. Pfizer, Novartis, etc.) have integrated remote detailing into their processes. Veeva notes that by enabling remote eDetailing in their CRM, reps can schedule virtual calls that automatically capture analytics. In practice, analysts found remote calls 2–8× longer on average than brief office visits (^[13]). This deeper engagement can translate to better educational outcomes. (For example, Veeva reports that HCPs retain more information from scheduled video calls than from rushed in-person drop-ins (^[13]).) Moreover, by reducing travel, one rep can cover a geographically wider territory, including clinics in rural areas or hospital settings where in-person visits are restricted (^[34]).
• Technology Adoption Example: Veeva's CRM CoBrowse (2015) was explicitly designed as a cloud remote-detailing tool. It allowed call center or sales teams to "lead HCPs through approved promotional and medical content" online, with a two‑way dialogue (^[35]). All content (videos, PDF, slides) was streamed securely and every interaction detail saved in CRM (^[35]). This illustrates how a purpose-built eDetailing solution can blend content management, regulatory compliance (only approved content used), and multi-channel analytics.

These examples show that when implemented well, remote detailing can safely substitute for face‑to‑face calls without loss of educational impact.

Regulatory Considerations

Remote detailing is subject to the same FDA and privacy regulations as any promotional activity, but 2025 brought significant regulatory developments that pharma companies must navigate carefully.

2025 FDA Enforcement Crackdown: On September 9, 2025, the U.S. Department of Health and Human Services and the FDA jointly announced a crackdown on deceptive direct-to-consumer (DTC) pharmaceutical advertising, including promotion through social media and digital channels (^[36]). The FDA expressed particular concern regarding pharmaceutical marketing on digital and social media channels, including undisclosed paid influencer promotion. The agency announced it is initiating rulemaking to eliminate the "adequate provision" loophole that allows advertisements to hide safety information in another format or location.

Content generated by AI tools (such as chatbots or digital assistants) must now meet the same compliance standards as traditional marketing materials (^[37]). All product claims made remotely must be consistent with approved labeling (no off-label promotion) and supported by substantial evidence. Promotional claims shared on platforms like LinkedIn, YouTube, or TikTok must be fair, balanced, and evidence-based.

Regulatory Uncertainty in 2026: The Office of Prescription Drug Promotion (OPDP) Policy Division was eliminated in April 2025, limiting FDA's capacity to issue new guidances and potentially slowing advisory review timelines (^[38]). Fewer guidances, slower reviews, and the risk of sudden withdrawals mean proactive monitoring and contingency planning are essential for 2026.

Recent Guidance Documents: The FDA issued "Promotional Labeling and Advertising Considerations for Prescription Biological Reference and Biosimilar Products - Questions and Answers" in December 2025, addressing new product categories in digital promotion.

HIPAA and Privacy: HIPAA can become relevant if protected health information (PHI) enters the session (for instance, discussing a patient case). IT should prefer HIPAA-compliant communication tools (encrypted, Business Associate Agreements, etc.) and avoid any storage of PHI on rep devices. Major platforms like Veeva Vault CRM Engage ensure all digital communications adhere to GDPR, HIPAA, and other global standards through pre-approved content management.

In short, the onus is on the pharma company to ensure remote calls meet all usual regulatory standards. Given 2025's enforcement activity and ongoing regulatory shifts, detailed record-keeping (call logs, content versions) and user permission controls are more critical than ever.

Measuring ROI and Success

Key performance indicators (KPIs) should align with both commercial and technical goals. Useful ROI metrics include: number of remote calls per rep, HCP coverage rate, call duration/engagement, conversion to prescription or next-step, and cost per call (including savings on travel). On the revenue side, track sales lift or market share in territories with high remote interaction. On the cost side, measure reductions in travel expenses and printed materials.

Pharma CLM literature advises tracking sales growth and cost per conversion to assess ROI (^[39]). For example, if a remote detailing campaign costs $X, do sales of that product increase by more than $X? Reps can also log which accounts were reached virtually to ensure important HCPs aren't neglected. Other metrics from IT monitoring include platform uptime and call success rates (as service quality indicators). Feedback from HCPs (surveys or follow-up polls) can gauge satisfaction. In all cases, tying digital engagement data back to CRM (closed-loop marketing) is vital for measuring true impact (^[39]).

Future Outlook

Remote detailing is now a permanent part of pharma's omnichannel mix. Industry experts agree face‑to‑face will remain important, but hybrid and AI-augmented strategies are the defining trend for 2026 and beyond. The e-detailing market is projected to reach $4.5 billion by 2033, with a CAGR of 11.6%, driven by AI integration and global expansion of digital engagement solutions (^[6]).

2026: The Agentic Shift. In 2026, AI's role is poised to change dramatically—from delivering predictive insights to carrying out intelligent actions. This transformation, widely referred to as "the agentic shift," will see AI agents handle high-frequency, information-driven queries while human reps focus on strategic, relationship-driven conversations (^[40]). Available January 2026, a new integration between ZS and Salesforce extends Agentforce with life sciences-trained ZAIDYN agents delivering contextual recommendations and automating next-best actions.

AI Investment Surge: Healthcare's investment in AI is growing exponentially, with spending increasing to $1.4 billion in 2025—nearly triple the investment from 2024. AI in pharma is projected to grow from roughly $1.9 billion in 2025 to more than $16 billion by 2034. Key AI-powered capabilities now include:

• Next-best-action engines that dynamically recommend which HCPs to target, when, via which channel, and with what content
• Voice-activated account preparation and podcast-style meeting recaps
• AI-powered content personalization adapting in real-time based on engagement patterns
• Compliance automation flagging potential regulatory issues before content is delivered

Platform Evolution: All three major CRM platforms now offer agentic AI capabilities: Veeva released AI Agents in December 2025, Salesforce has rebranded as Agentforce Life Sciences with AI-native functionality, and IQVIA OCE continues to leverage Connected Intelligence. Salesforce expects to add Podcast Stories, Agentforce Voice, and AI-enabled compliance features in February 2026, with Regulated Content Management and Marketing Cloud integration planned for late 2026.

Service-Oriented Engagement: The most effective pharma teams in 2025-2026 are creating always-on digital experiences that feel more like a resource than a sales pitch. This service-oriented approach, combined with agentic AI, is winning HCP attention by delivering precise, context-aware support that builds trust.

In summary, remote detailing has proven its value and is evolving rapidly with AI integration. IT teams that ensure secure, user-friendly deployments and integrate agentic AI capabilities will enable pharmaceutical companies to meet HCPs "on their terms" while dramatically improving engagement efficiency and compliance (^[10]) (^[41]).

Sources: Authoritative industry analyses, including IQVIA reports and surveys (^[42]) (^[9]) (^[10]), trade publications (^[43]) (^[44]), and official regulatory guidance, among others. These provide the data and insights summarized above. Each table and figure is cited to its relevant reference.