Veeva Call Recording (iPad)

This video serves as a concise, step-by-step instructional guide detailing the standard operating procedure for recording a customer interaction, or "call," within the Veeva CRM platform using an iPad interface. The primary audience for this training is pharmaceutical sales representatives or field medical personnel who are required to meticulously log all engagements with healthcare professionals (HCPs) for compliance, performance tracking, and commercial intelligence purposes. The training emphasizes clarity and efficiency, ensuring that field users can quickly and accurately capture essential interaction data, which is foundational for all subsequent commercial and analytical processes.

The instructional flow begins with the essential prerequisite of opening Veeva CRM and navigating to the homepage. The user is then directed to the 'my accounts' section, which lists all assigned HCPs. A critical step involves utilizing the search bar to efficiently locate the specific target HCP by typing their name. Once the correct account is identified, the process is initiated by tapping the dedicated 'record a call' icon adjacent to the HCP's name. This action opens the call entry page, which requires the user to input mandatory structured data points. These data points include the location of the interaction (tap address), the precise date and time of the engagement (tap date time), and the total duration of the call (tap duration).

The final stage of the process focuses on submission and confirmation, which is paramount for ensuring data integrity and regulatory adherence. After all mandatory fields are populated, the user must tap the ellipsis (three dots) located at the top right of the screen, followed by the 'submit' command. The successful recording of the interaction is confirmed by the appearance of the "submitted message" at the top of the screen. This simple, three-step methodology—select HCP, enter call details, and submit—underpins the data capture strategy for commercial operations, providing the raw material for sales performance metrics, compliance audit trails, and the training of advanced AI models designed to optimize sales strategies and medical affairs outreach.

Key Takeaways: • Veeva CRM Data Foundation: The process of recording calls is the fundamental mechanism by which commercial operations data is captured in the life sciences sector. The accuracy and completeness of these records directly impact sales forecasting, territory management, and compliance reporting (e.g., Sunshine Act reporting). • Importance for AI & LLM Solutions: The structured data captured via this process (HCP identity, date, duration, location) is the core input for IntuitionLabs' Generative AI Sales Ops Assistant. High-quality, consistent call records are essential for training LLMs to provide accurate, context-aware insights and automation for sales teams. • User Experience and Adoption: The video highlights the simplicity of the process on a mobile platform (iPad), underscoring the need for intuitive CRM design. Consulting efforts must focus on minimizing friction in data entry to maximize field force adoption and ensure continuous data flow. • Data Quality and Compliance: The requirement to manually enter details like address, date/time, and duration emphasizes the need for robust validation rules within Veeva. IntuitionLabs can leverage data engineering services to audit these fields, ensuring compliance with GxP and 21 CFR Part 11 requirements related to audit trails and record keeping. • Training and Onboarding Focus: The existence of this specific training module (Lesson 6 under Veeva CRM in the cnx Pharma Academy) confirms that basic operational training is a recurring necessity for pharmaceutical companies. IntuitionLabs can offer advanced, customized training that connects basic data entry to the resulting BI dashboards and AI insights. • Integration Point for Custom Software: While the video covers standard call logging, custom software developed by IntuitionLabs could integrate at this stage—for example, automatically suggesting call duration based on calendar entries or flagging potential compliance risks based on HCP interaction history before submission. • Commercial Operations Optimization: The captured data points (time, duration, location) are critical metrics for analyzing sales representative efficiency. Data engineering services can transform these raw logs into actionable business intelligence dashboards to optimize routing and resource allocation. • Mobile Platform Dependency: The training is explicitly geared toward the iPad interface, confirming the reliance of the pharmaceutical field force on mobile devices for real-time data entry. Solutions provided by IntuitionLabs must be designed and tested for seamless integration and performance within the Veeva mobile ecosystem.

Tools/Resources Mentioned:

• Veeva CRM (Customer Relationship Management)
• iPad (Mobile operating platform)
• cnx Pharma Academy (Training platform/resource)

Key Concepts:

• HCP (Healthcare Professional): The target individual for the interaction being recorded.
• Call Recording: The industry term for logging any interaction (in-person, virtual, phone) between a pharmaceutical representative and an HCP within the CRM system.
• My Accounts: The section within Veeva CRM where a representative manages their assigned list of customers.
• Submission: The final action that validates the data entry and moves the record from a draft state to a permanent, auditable record within the CRM database.