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VEEVA SUCCESS STORY Questcor Pharmaceuticals

THE CUSTOMER Questcor Pharmaceuticals is a biopharmaceutical company whose products help patients with serious, difficult-to-treat medical conditions. The company’s specific areas of focus are in the fields of neurology and nephrology. Its flagship product is H.P Acthar® Gel, a naturally-derived formulation of adrenocorticotropic hormones used in a variety of disorders having an inflammatory component. The specialty pharma is also currently supporting research in a number of rare conditions, including in treatment-resistant patient populations, where there is significant need for better therapeutic options. Questcor is headquartered in Anaheim, California.

THE CHALLENGE Questcor’s two specialty care commercial teams, neurology and nephrology, had been struggling with clunky client-server customer relationship management (CRM) systems for years. The company needed a more flexible solution that would be easy to manage while also offering life sciences-specific functionality relevant to a specialty pharma company.

THE SEARCH Questcor wasted no time and conducted a thorough search, reviewing most of the leading CRM solution providers. With its reliable multitenant cloud-based platform, Veeva CRM quickly became one of Questcor’s top candidates for a replacement system.

“We looked at many of the largest and most prominent CRM companies with a life sciences focus as well as a general system that would have required a lot of customization,” said Heather Beaudoin, Director of Commercial Analytics and Sales Operations for Questcor. “In the end, we realized that we didn’t want to have to reinvent the wheel with a non-pharma system nor did we want another client-server solution where we would be shackled to the vendor for every change.

“After a side-by-side comparison, the choice was clear to us,” Beaudoin continued. “Veeva CRM offered the right industry functionality for our specialty care teams and the flexibility to expand to other functional areas in the future. Plus, it promised us vendor independence.”

After a brief implementation period, approximately 50 Questcor specialty care representatives and managers went live on Veeva CRM. The user base has since grown significantly.

VEEVA SUCCESS STORY

Veeva CRM is incredibly flexible – much more than any other software I’ve ever used.

- Heather Beaudoin Director, Commercial Analytics

and Sales Operations

THE SOLUTIONAccording to company executives, Questcor chose Veeva CRM for its platform stability and corresponding reliability, ease of use for the fi eld and system fl exibility.

Platform ReliabilityReliability was paramount for Questcor’s replacement CRM system – especially after dealing with the headaches caused by unreliable systems of the past. They were not disappointed with Veeva CRM’s proven cloud-based platform.

“Even though we don’t manage the technology, Veeva CRM is still extremely reliable. We have worked with various vendors over the years and always struggled with synchronization or data issues. Since our Veeva CRM implementation over a year ago, we haven’t had a single user complaint regarding data loss. To me, that’s a really big deal,” said Beaudoin.

Ease of UseVeeva CRM’s intuitive interface gives users a familiar and streamlined experience. Complete user training was done in a single afternoon with very few follow-up calls to the help desk. “We probably only get a couple of calls a week at our help desk now whereas we used to get at least a few calls a day.

“Our reps love Veeva – primarily because it’s so easy to use. That’s what it’s all about. They love the quick call entry and the ability to create custom lists to prioritize targets,” Beaudoin continued.

System FlexibilityQuestcor wanted a CRM system with greater fl exibility so they could make changes and load data whenever they wanted. It was this vendor independence offered only by Veeva CRM that helped to cement the company’s decision. “Now we can do our own data loads whenever we want, and it’s easy. Loading data was very complex with our old system. Compared with Veeva, it’s night and day. Anyone can do the mapping and data loading in Veeva, which frees us from having to rely on the vendor.”

With Veeva CRM’s simple point-and-click confi guration design, Questcor can make confi guration changes, modify fi elds, add users or change territories anytime without ever calling Veeva or waiting for vendor support. “We can manage the entire system with just one-half of a full-time employee,” smiled Beaudoin. “In stark contrast, if you have a complicated on-premise system, you may need 5, 7 or even 10 FTEs to run the system. It’s a big advantage. Veeva is much easier to manage.”

In addition, Questcor also benefi ts from Veeva’s seamless system upgrades to all of its users as often as every 120 days. Each release includes new features and enhanced functionality based on feedback from customers and technological advancement. In contrast, upgrades for client-server systems are pricey and time consuming. Thanks to Veeva’s use of multitenant cloud technology, this powerful advantage provides an enormous benefi t to life sciences companies that need to constantly evolve to accommodate changing regulations and volatile business dynamics.

Questcor has also taken advantage of Veeva’s strategic application network, Veeva Web, which offers customers additional fl exibility and extended system functionality. Through Veeva Web, customers can fi nd best-of-breed applications that integrate seamlessly with Veeva CRM. Integrations between Veeva Web products and Veeva CRM are prebuilt, thoroughly tested and proven in production. Questcor utilizes Veeva Web partner The TerrAlign

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ABOUT VEEVA CRM Veeva CRM is the only cloud-based CRM solution designed specifically for the global life sciences industry. The complete suite delivers rich functionality that supports the unique needs of multiple commercial teams in a single solution. Veeva CRM empowers customers with anytime, anywhere access and advanced reporting capabilities needed to improve user adoption and sales effectiveness, while reducing cost and complexity. Also part of Veeva CRM, iRep has quickly become the industry’s choice for comprehensive CRM and closed loop marketing on the iPad with the largest installed base worldwide.

Group’s territory alignment application. Since the integration is already done, there’s no additional cost for integrating the solution. “It’s more flexible than anything else I’ve seen. I can align territories in any way I see fit. It’s really a big win,” commented Beaudoin.

Questcor is also in the process of integrating Veeva with the company’s own customer master application within the data warehouse. Currently in the testing phase, Beaudoin is already happy with the results. “Using the API to get the address, account and territory updates has gone very smoothly.”

For now, Questcor reps are accessing Veeva CRM at home and on the road through laptops, but the company plans to switch over to iPads and will upgrade its reps to iRep – Veeva’s cloud-based solution that combines CRM and CLM in a single application. Veeva iRep is uniquely designed to leverage all the strengths of the iPad to enable increased efficiency and effectiveness.

THE RESULTS Today, Questcor is preparing to deploy Veeva CRM to an additional business unit and remains highly satisfied with the system for its specialty care teams. “It’s smart to have everyone on the same platform. It’s more streamlined – especially for scale-ups. Data sharing and improved communications have also become possible,” Beaudoin explained.

With Veeva CRM, Questcor is experiencing powerful business benefits, including:

• Increased usability with a intuitive interface, resulting in highly satisfied users

• Relevant functionality for specialty care representatives

• Greater system flexibility with simple configuration to make changes quickly

• Easy territory alignment through prebuilt integration with TerrAlign

• Ability to leverage wide range of prebuilt integrations with leading sales and marketing applications

• Enhanced features with frequent, transparent and automatic version upgrades

• Over 50% less system maintenance with just ½ FTE managing the entire system

“Looking ahead, I want Veeva CRM to become a one-stop-shop for our reps – one system where they can log in and see physician interaction history across teams, get the latest marketing campaigns, enter expenses, align territories, participate in closed loop marketing and more. With Veeva, I really think there are many possibilities,” concluded Beaudoin.