About the Medical-CRM Connection

Organizations using both a Medical Vault and Vault CRM can use a standard Vault to Vault connection.

Note: The Medical-CRM Connection is only available for organizations with both a Medical Vault and Vault CRM.

The Medical-CRM Connection enables the transfer of the following information:

Medical Inquiries are shared from Vault CRM to your Medical Vault for fulfillment with the corresponding Account information.
Case and Case Request updates and closures in your Medical Vault are shared back to Vault CRM.
Case Contact information in Vault CRM is matched to existing Case Contacts in your Medical Vault, where data usage agreements allow.
Preferred Contact Information on a Case is populated with specific Person Information from your Medical Vault that corresponds with the preferred delivery contact information from the Vault CRM Inquiry.
Country routing information in Vault CRM to your Medical Vault.
CLM Content Metrics statistics from Vault CRM to your Medical Vault.
Email Templates, Email Fragments, and Template Fragments for Approved Emails from your Medical Vault to Vault CRM.

For example, when a sales representative creates an inquiry in Vault CRM, Veeva MedInquiry pulls the inquiry from Vault CRM to create a Case in MedInquiry, which a call center agent responds to using MedInquiry to generate a response package. When the agent closes the case in MedInquiry, Vault pushes an update, which can include response notes and a link to the response package, back to Vault CRM.

Note: The Medical-CRM Connection works cross-domain between production and sandbox Vaults. However, Vault does not populate production Vaults with data or documents from sandboxes.

Prerequisites

To use this feature, your Admin must complete the following procedures:

How the Medical-CRM Connection Works

When you create and process an Inquiry in Vault CRM and submit the Inquiry with the Transfer to Medical action:

Vault pulls the HCP information from the Account or Inquiry into MedInquiry, depending on your data usage agreement.
Vault Medical either creates a new Case Contact record or updates an existing record based on whether or not an existing Case Contact includes a matching Veeva ID or External ID.
Vault Medical creates the Case and Case Request records.

Vault CRM pulls Case Request records modified since the Last Successful Run Time for Case Requests that originated from Vault CRM.

After the Case and Case Request are successfully created in MedInquiry, Vault CRM updates the Transfer Status field to Success and the Inquiry can no longer be updated. When the Case Request enters the In Progress and Closed states, Vault CRM updates the Medical Inquiry Case Status field and any other fields mapped using field rules.

Medical Vaults use the Case Contact Source Data object to store the Vault CRM Account information in order to create or update a corresponding Case Contact record.

The Medical-CRM Connection automatically populates the Preferred Contact Information field on Cases with the specific Person Information record mapped from the corresponding Vault CRM Inquiry. This allows Medical Information agents to know which communication method to use for fulfillment when a Case Contact has multiple associated addresses or emails.

The Medical-CRM Connection also supports synchronizing records from multiple Vault CRMs. While synchronizing records:

If a pre-existing record from the source Vault with a matching CRM Org, CRM ID, External ID, or Link value exists in the target Vault, Vault updates the existing record.
If a pre-existing record from the source Vault with an identical Name but different CRM Org, CRM ID, External ID, or Link value, Vault creates a new record.
Vault uses the Link field to look up matching records in Vault CRM. If the Link field on an existing record in MedInquiry is blank, the Medical-CRM Connection uses the External ID field.

How the Country Integration Works

Vault CRM includes a Connection Settings object type, such as CLM Integration Settings, for each feature that supports document routing based on country. Within this object, users can select multiple Country (country_cda__v) values from the Country Filter picklist to route content for their Medical Vault.

In the Medical Vault, a Connection Country record is created to match the Countries selected from the filter in Vault CRM. The connection confirms that it creates a Connection Country record for each Country (country__v) record which has the Country (country_cda__v) field populated with values that match the values in the Country Filter picklist in Vault CRM.

For example:

Vault CRM A: The Country Filter picklist is populated with United States.
Vault CRM B: The Country Filter picklist is populated with United States, Canada.
Vault CRM C: The Country Filter picklist is populated with Mexico, Canada.

Subsequently, the Medical Vault will have Country records for the United States, Canada, and Mexico, and the Country records will have their Country fields populated with country_cda__v picklist values for their matching countries. Additionally, the Global Country record also has its Country field populated with country_cda__v picklist values of United States, Canada, and Mexico, along with other countries listed.

After Vault synchronizes Vault CRM with the Medical Vault, the Connection Country object creates records as follows:

Vault CRM A: United States, Global
Vault CRM B: United States, Canada, Global
Vault CRM C: Mexico, Canada, Global

If Document A in the Medical Vault has a Country field of United States and is updated with a new description, Vault CRM A and Vault CRM B are updated with the new description in near real-time, based on the records in the Connection Country object.

If Document B is created in the Medical Vault and has a Country field of Global, Vault CRM A, Vault CRM B, and Vault CRM C are sent Document B in near real-time, based on the records in the Connection Country object.

How the CLM Integration Works

With the CLM Integration, Vault can distribute approved multichannel presentations and slides from Medical Vaults to Vault CRM. This connection ensures that content approved via a standard MLR (Medical, Legal, Regulatory) workflow is available for use in CLM within Vault CRM. The CLM integration uses the standard Vault to Vault connection to establish a bridge between your source Medical Vault and the target Vault CRM to share content approved for distribution.

Vault can transfer CLM content in the format of a binder containing slides. Users can manually create a binder and slides for transfer or use the Create Presentation user action to generate a binder and slides, but CLM auto-publishing is not supported for use with this integration.

Medical Vaults automatically publish content to Vault CRM when a document’s Publish for CRM (CLM) (clm_content__v) field is set to Yes. Content is withdrawn when this field is set to No or moves into an Obsolete state. For every document published, Vault CRM creates a CrossLink of the original source document. This CrossLink connects the production Medical Vault to the sandbox Vault CRM across domains.

To ensure that the correct content reaches the right audience, Vault routes documents to specific Vault CRM environments based on their Country assignments, using the CRM Connection Country object and routing logic applied via the country__v field.

How the CLM Content Metrics Integration Works

With the CLM Content Metrics Integration, Vault retrieves CLM statistics from Vault CRM and displays them in Medical Vaults via the system-managed CLM Content Metrics object (clm_content_metrics__v). This integration allows Content Managers and Marketers to view content performance statistics, such as slide duration, HCP reactions, and clickstream activity, directly alongside the content. This helps Content Managers and Marketers to identify what content is resonating with HCPs, determine how users are utilizing available materials, understand the reach and impact of the content, and identify what content is underperforming or not reaching its audience.

The following Vault CRM statistics are available in Medical Vaults:

The number of times a presentation or slide was shown in calls
The duration of a slide shown in a call
The number of times a presentation has been sent as a link
The click rate of a presentation shared as a link
How often slides are used in custom presentations
The number of presentation previews
The view order of slides
Reactions to slides
The location data for where presentations are shown at the country level

The statistics are available for reports and dashboards, and certain CLM engagement metrics are displayed in the Quick Look viewer side panel when you select a document in a Portal.

How the Approved Email Integration Works

The Medical-CRM Connection automates the flow of Approved Email content from Medical Vaults to Vault CRM over the Vault to Vault connection. This integration ensures that Email Templates, Email Fragments, and Template Fragments, along with their supporting documents, assets, associated renditions, and document relationships, are available in Vault CRM in near real-time. Vault transfers steady and non-steady state documents related to staged or approved emails, which allows users to test emails before sending, and Vault keeps these related documents synchronized with the source documents when they are modified. Vault also provides country-based routing to ensure that content is sent to specific CRM instances based on the CRM Connection Country object and the country__v field on the document.

Note: This integration is replacing the legacy Approved Email integration.

How the Document Transfer Integration Works

The Medical-CRM Connection supports transferring steady and non-steady state documents in a single direction, from Medical Vaults to Vault CRM. When a document in a Medical Vault is created, Vault automatically creates a CrossLink document in Vault CRM via the Document Transfer integration. Any time the document is up-versioned in the Medical Vault, the document is up-versioned and the document metadata is updated to match in Vault CRM. The Document Transfer integration ensures that Vault CRM has access to up-to-date, approved contents available for distribution.

Admins can configure the document types and document metadata to be transferred. Admins can also add the necessary document types to the Medical-CRM Connection document type group on the Document Type Group object. To support sharing fax template documents to be used by the Send to Fax feature in Vault CRM, Medical Vaults can include the Publish for CRM (Fax) shared document field to indicate which document can be used as a fax template. Admins can add this Yes/No field to any necessary document type.