{"id":77736,"date":"2024-06-05T21:46:53","date_gmt":"2024-06-05T19:46:53","guid":{"rendered":"https:\/\/www.veeva.com\/eu\/?post_type=customer-stories&#038;p=77736"},"modified":"2026-02-13T23:25:51","modified_gmt":"2026-02-13T22:25:51","slug":"bausch-health-builds-90-rep-approved-crm-experience","status":"publish","type":"customer-stories","link":"https:\/\/www.veeva.com\/eu\/customer-stories\/bausch-health-builds-90-rep-approved-crm-experience\/","title":{"rendered":"Bausch Health"},"content":{"rendered":"<p>\nWhen field teams enter customer interactions with a complete data picture, they can do their part to get treatments for patients in need. So upon receiving feedback from the field sales force that managing multiple data sets was cumbersome, Michelle Perugini\u2019s team, in collaboration with the IT team and Sales Operations, agreed it was time for a change.\n<\/p>\n<p>\nToday, Bausch has the technology and processes to use one \u201ccommand center\u201d for analytics, which improves decision-making. In addition, the company\u2019s <a href=\"https:\/\/www.veeva.com\/eu\/products\/crm-suite\/x-pages\/\">³Ô¹Ï±¬ÁÏ CRM MyInsights<\/a> (now Vault CRM X-Pages) page gives prominence to five visual data sets field teams say they can\u2019t live without. Here\u2019s how Perugini and her team made the changes and earned a 90% satisfaction rate.\n<\/p>\n<h2>Hurdles to relationship-building and treatments<\/h2>\n<p>\nThe right content, delivered at the right time and in the preferred way, helps build relationships. More than that, it expedites the delivery of potentially crucial information to HCPs and patients. But, field teams will have a harder time fulfilling their role in the chain of communication if they\u2019re burdened by:<\/p>\n<ul>\n<li>Manual processes in systems that don\u2019t talk to each other<\/li>\n<li>Long searches for sales and diagnostic data scattered across platforms<\/li>\n<li>The need to reconcile content downloads \u2014 the dreaded version control problem<\/li>\n<li>An inability to access information while on the road and potentially offline<\/li>\n<\/ul>\n<p>\nThese problems made it hard for Bausch Health\u2019s field teams to create personalized customer journeys, account plans, and similar resources. For example, field teams pulled data and analytics from multiple places in <a href=\"https:\/\/www.veeva.com\/eu\/products\/crm-suite\/\">³Ô¹Ï±¬ÁÏ CRM<\/a> and third-party vendors. Call planning, sample capture, and reporting were imprecise because data lived in various resources. Narrowing down information to have an impactful conversation could take a field team 10 to 20 minutes.\n<\/p>\n<p>\nFeedback from the field was consistent and a driving force for an enhanced user experience: \u2018Please put all of our systems in one place.\u2019\n<\/p>\n<p>\nIn particular, field teams wanted quick and easy access to clean data sets that they viewed as essential before meeting with an HCP. This informative yet simplified engagement planning experience allows field teams to swiftly gain insight into an account without being overwhelmed by extraneous data.\n<\/p>\n<h2>A dashboard with a clear view<\/h2>\n<p>\n\u201cHearing that feedback, we turned to <a href=\"https:\/\/www.veeva.com\/eu\/resources\/veeva-crm-myinsights-product-brief\/\">³Ô¹Ï±¬ÁÏ CRM MyInsights<\/a>,\u201d Perugini says. \u201cIt gave us one place to understand and act on insights \u2014 without disrupting their workflow.\u201d Not only did MyInsights offer a way to create tailored user experiences in ³Ô¹Ï±¬ÁÏ CRM, but it also empowered home office teams to build and maintain the components themselves via MyInsights Studio, a no-code development tool included in the product.\n<\/p>\n<p>\n<img loading=\"lazy\" decoding=\"async\" class=\"img-responsive m-auto\" src=\"https:\/\/www.veeva.com\/wp-content\/uploads\/2024\/06\/Bausch-Health-MI-Screen-ipad-full.png\" alt=\"\" width=\"1800\" height=\"900\"\/>\n<\/p>\n<p>\nMyInsights supplies Bausch field teams with critical data, fueling conversations that give HCPs precise information for patients. Visual data sets on the dashboard improve two overarching workflows: how field teams interact with customers and how they use analytics to make better, faster decisions, often in front of a customer.\n<\/p>\n<h2>Productive, happy field teams better serve HCPs<\/h2>\n<p>\nPost-implementation, Perguini surveyed 230 field teams to gauge the impact of MyInsights. \u201cRespondents reported a 90-95% satisfaction rate, noting heightened productivity, faster identification of doctors and their habits, and more confidence in their pre-call plans,\u201d she says. They now dedicate more time to high-value tasks, like deciding what resources to share and in what channels. That translates to a better-crafted message that resonates with each HCP.\n<\/p>\n<p>\nWhat advice does Perugini have for others planning similar initiatives? Be inclusive and collaborative when soliciting input \u2014 and take field teams\u2019 feedback seriously. \u201cWe brought together our business sales operations team, commercial operations field enablement team, and the internal IT support team. Even though at Bausch none of these teams rolls up to the same leaders, we were aligned on the business&#8217;s goals and walked in lockstep to achieve our results.\u201d\n<\/p>\n<h3>Ways Bausch plans to build on the success<\/h3>\n<p>\nBausch Health is working to add three new capabilities in ³Ô¹Ï±¬ÁÏ CRM:<\/p>\n<ul>\n<li>Identifying tailored content for customers\u2019 market-access coverage<\/li>\n<li>Expanding MyInsights for use as the primary pre-call interface<\/li>\n<li>Highlighting segmentation for more personalized messaging to HCPs<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Bausch Health uses a tailored CRM experience and visual data sets to help field teams improve productivity and HCP engagement, achieving 90% field team satisfaction.<\/p>\n","protected":false},"featured_media":73272,"parent":0,"template":"","product-link-list":[1427,1437],"class_list":["post-77736","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","product-link-list-veeva-medcomms","product-link-list-veeva-promomats"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/77736"}],"collection":[{"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":2,"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/77736\/revisions"}],"predecessor-version":[{"id":84236,"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/77736\/revisions\/84236"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/media\/73272"}],"wp:attachment":[{"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/media?parent=77736"}],"wp:term":[{"taxonomy":"product-link-list","embeddable":true,"href":"https:\/\/www.veeva.com\/eu\/wp-json\/wp\/v2\/product-link-list?post=77736"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}