With the increased digital content adoption, business stakeholders expect rollout of new content pieces to be a smooth process, without interruptions. They need tactical content pieces to be ready on time to support multi-channel campaigns - from meeting invitations through product launches. In the meantime, content needs to be tested in a Veeva QA environment before production deployment, and this is where the operational challenges began to surface.
There was no dedicated content testing environment, all digital assets were reviewed in the Veeva CRM Full environments. In the same environment where regular application changes are tested, system integration projects are running and multiple sandbox refreshes take place yearly causing delays to content development projects. Additionally, lots of daily operational effort was required to support the setup of necessary test users to enable access to relevant content. Our mission was to redesign the content testing process to gain operational efficiency and enable testing 365 days/ year.
To overcome the challenges caused by the regular full sandbox refreshes and reduce the number of incoming support requests in relation to setup issues with test users and missing content records, the solution was to introduce a new, dedicated content QA environment. We clearly defined the limited set of processes that this environment had to support, and involving Veeva, ensured it will also stay on the product and regular change request deployment path to make sure content apps will not get outdated from a functionality perspective.
Access rights, HCP data, products and test user data sets were designed from scratch purposely as dummy data to limit any data privacy concern. Content distribution rules were also simplified, with the focus on content QA, reducing admin burden, yet ensuring only approved, compliant assets will be deployed into production.
With the help of our expert team, the customer now has a dedicated environment that supports Veeva CRM related content testing 365days/year. We have also eliminated the majority of the repetitive troubleshooting tasks related to test user setup that freed up cca. 3 FTEs within the customer IT Ops team. We have also developed 15+ user manuals to support smooth handover should any new content production partner come onboard. With the new process, content rollout is done now faster, with no interruptions, and in an environment that is less stressful for everyone involved.
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