{"id":94021,"date":"2026-02-12T22:19:46","date_gmt":"2026-02-12T21:19:46","guid":{"rendered":"https:\/\/www.veeva.com\/eu\/?post_type=customer-stories&p=94021"},"modified":"2026-04-03T09:59:59","modified_gmt":"2026-04-03T07:59:59","slug":"epikast-driving-inside-sales-and-customer-service-impact-with-vault-crm-and-service-center","status":"publish","type":"customer-stories","link":"https:\/\/www.veeva.com\/eu\/customer-stories\/epikast-driving-inside-sales-and-customer-service-impact-with-vault-crm-and-service-center\/","title":{"rendered":"Epikast"},"content":{"rendered":"

Epikast, a digital engagement service partner for life sciences companies, identified fragmented systems as the primary barrier to high-value scientific dialogue with healthcare professionals (HCPs). While large biopharmas typically handle 200,000 customer service cases annually, less than 50% of HCPs perceive these interactions as valuable.1<\/sup> For Epikast, this represents a missed opportunity for sales teams to follow up and build relationships with HCPs who proactively reach out and demonstrate interest.\n<\/p>\n

\nTo unify commercial teams and gain deeper context for enhanced customer experiences, Epikast adopted ³Ô¹Ï±¬ÁÏ Vault CRM and Service Center<\/a>. Service Center is an industry-specific application that enables inbound and outbound engagement across channels with a single customer view. With this foundation, Epikast scaled its digital-first inside sales and remote medical science liaison (MSL) services. The result has been increased operational efficiency and highly personalized customer engagement.\n<\/p>\n

1<\/sup>³Ô¹Ï±¬ÁÏ Periscope Survey of 2,000+ HCPs in Europe, 2025<\/em><\/p>\n

Disconnected commercial teams undermine HCP engagement<\/h2>\n

\nWith 87% of HCPs preferring virtual or hybrid interactions<\/a>, biopharmas are scaling inside sales capabilities. However, 65% of HCPs say they have been digitally spammed. For companies like Epikast, a key challenge to more customer-centric engagement is transitioning from a disjointed commercial model to a unified approach where inside sales, field, customer service, market access, marketing, and medical teams coordinate efforts.\n<\/p>\n

\nVangelis Vergetis, Epikast\u2019s CEO, explains how fragmented engagement models undermine inside sales efficiency, effectiveness, and impact: \u201cTraditional methods require juggling a spreadsheet target list, a desk phone, and manually capturing details in a call report. This process is slow and disconnected from the rest of the commercial organization, resulting in inefficient sales operations and poor HCP experiences.\u201d\n<\/p>\n

\nTo deliver relevant, personalized, and timely interactions, Epikast needed to connect field engagement and inside sales workflows on a unified platform with a single customer record.<\/p>\n

Unified, industry-specific technology to scale inside sales<\/h2>\n

\nEpikast built a successful digital-first engagement model by first establishing a specialized, cost-effective operating structure. Recognizing that high-value scientific dialogue requires deep expertise, the company recruits highly qualified professionals \u2014 including pharmacists, doctors, and nurses \u2014 for its sales and MSL roles. \u201cGetting people with these qualifications in the countries we sell, like the U.S. or Western Europe, is hard and expensive,\u201d says Vergetis. \u201cA key advantage of the remote engagement model is that we can access a global pool of PhD-level talent at a lower operating cost.\u201d\n<\/p>\n

\nEpikast seeks to provide its talented inside sales professionals with the right technology to deliver effective HCP engagement. Epikast adopted Vault CRM and Service Center to consolidate tools into a single, industry-specific application and drive operational efficiencies. There were three main drivers for this commitment:<\/p>\n