CLM Overview
Vault CRM's closed loop marketing (CLM) functionality is a powerful tool allowing commercial and medical reps to present approved, interactive content to target accounts during calls and events, all while capturing key metrics to optimize marketing strategies and improve content performance. By providing interactive and tailored content, CLM helps users build stronger relationships with HCPs, leading to more meaningful interactions. Customers work with content developers to create compelling visual content in a variety of digital multimedia formats hosted in PromoMats/MedComms. This streamlines the content lifecycle, including rigorous approval processes and automated packaging and distribution, ensuring CLM content is both compliant and readily available to the appropriate users.
Content developers can integrate CLM content with other Vault CRM functionalities, enhancing overall efficiency and customer engagement:
- Approved Email - Users can directly access Approved Email from CLM content, ensuring compliant and personalized communication with HCPs
- Call Objectives - Users can navigate to CLM content directly from a call objective, ensuring users display specific content to target accounts during calls
- Engage - CLM content can be presented during Engage meetings or shared via web link, facilitating remote interactions
- Orders - Users can access order management functionality directly from CLM content, streamlining the process of placing orders during calls
- Medical Inquiry - Users can create medical inquiries while displaying CLM content, allowing users to efficiently respond to HCP inquiries with approved information
- Surveys - Users can access surveys while displaying CLM content, gathering valuable feedback from target accounts
Not all features are available on all platforms. For a list of available platforms for each feature, see Platform Functionality.
Users and Roles
With CLM, the following users can perform the following tasks:
- Content Creators
- Creating Interactive Content – Using HTML, CSS, and Veeva’s multichannel JavaScript library, content creators can create reusable, compelling, and interactive customer-approved content for end users to present during calls and events
- Integration Users
- Integrating PromoMats/MedComms with Vault CRM – The integration user can customize the connection between CRM and PromoMats/MedComms, including mapping fields between the two systems, and manage the content available for end users and for testing
- Content Admins
- Managing CLM Content – Content admins can upload content to CRM via FTP or sync content from PromoMats/MedComms, manage how content displays, and control which end users have access to the content. They can also test staged content in CRM using the same flow as an end user to ensure content functions correctly.
- Tracking CLM Activity – Content admins can track activity tied to a CLM presentation, for example, related products, viewing duration of each slide, and reactions to key messages, and use that information to optimize content
- End Users
- Navigating the Media Library – End users can customize the organization of presentations in the media library to simplify navigation
- Displaying Presentations – When displaying content, end users can interact with the media player and connect with other areas of CRM
- Reporting on CLM – End users can view reports and dashboards to observe trends in CLM activity and improve future presentations
