Sales reps should be focused on efficiently relaying information about their drug to HCPs. However, we often find that they are focused on finding solutions for the issues they may face while using their CRM systems. We currently support over 25 customers, so we answer a number of questions from sales reps regarding their CRM system every day. We are here to provide support for any complications that reps in the field may encounter when working with their Veeva CRM system. Here are some of the frequently asked questions we receive from our customers, and some solutions for the issues they tend to come across.
How do I avoid selection the wrong lot number when sampling HCPs?
Unintentionally selecting the wrong lot number on a call report when sampling HCPs is a common and easy mistake to make, but it can be easily fixed. When the field receives sample shipments with different lot numbers for the same product, all numbers received will be active in the system once that shipment is acknowledged in Veeva. Active lot numbers will appear as options on sample calls – the wrong lot number on a call can cause issues during reconciliation.
Consider deactivating lot numbers that will not be used right away – this enables first in and first out disbursement of lot numbers that may expire first. Deactivating lot numbers should be done during your pre-call planning sessions so that the correct lot number is the only one available when sampling.
Why are some of my accounts missing?
In most cases when this happens, CRM users are simply in the incorrect view. All that needs to be done to ensure they are in the right view is to select “All Accounts.” This is the view that displays all of their accounts within their system.
How do I monitor for expired state license numbers?
It is frustrating to get to the HCP’s office and realize that you are unable to leave samples for that HCP due to an expired license. We recommend checking this information which is found at the address object during your pre-call planning session to schedule around a HCPs with expired licenses.
We also recommend creating a view that displays sample eligibility to easily identify those HCPs with licenses that are about to expire or have already expired. This allows you to plan your weeks more efficiently.
What are the differences between the view and list functions?
A view is dynamic. A view created by home office is available to the entire field, but if it is created by the end user is only visible to that user. Views display information that meets certain criteria at the time the view is opened. Results of a view can change if the underlying data changes. For example, a view may be created to display any HCP whose state license expires this month.
Lists are snapshots in time and do not update with new or changed data. They are good for specific criteria that does not usually change. A good example for a use of lists is to create a list for offices in an area that are closed on Tuesdays.
About our End User Support
At Conexus, we offer reliable End User Support which scales based on customer need. This includes a US based level 1 helpdesk, asset management, hardware handling & support, tutorials, data Inquiries, and end-user training.
Please contact us at firstname.lastname@example.org or 609-536-6009 with any unresolved questions you may have.