Establishing a Managed Service Model and Enabling MSLs for a US-Biotech

Establishing a Managed Service Model and Enabling Medical Teams for a US-Based Biotech

By alzamo_admin

At 2026. 01. 23.

Excerpt

Alzamo established a managed service model for Veeva CRM operations and successfully enabled a newly formed Medical team to go live within weeks, ensuring continuity, compliance, and scalability.

Situation

A US-based biotech company approached Alzamo with a dual challenge. On one hand, they needed to quickly transition ongoing Veeva CRM operational support for their sales organization from an existing service provider. On the other hand, they were preparing to onboard a newly formed Medical Science Liaison (MSL) team and required a compliant, industry-aligned CRM setup to support this strategic function.

Given the company’s size and growth stage, the solution needed to be lean, efficient, and scalable, while ensuring full regulatory compliance and minimal disruption to ongoing commercial operations.

Task

Alzamo was engaged to:

Take over day-to-day Veeva CRM operational support and change management for the sales team.

Stabilize support processes and ensure continuity during the provider transition.

Assess medical team requirements and design a streamlined, compliant CRM model for MSL users.

Enable the Medical team to go live rapidly while aligning with industry best practices.

Action

Within less than one month, Alzamo fully transitioned operational ownership from the previous provider and established a managed service model to support the sales organization. This included:

Handling user “how-to” questions and system troubleshooting.

Managing data loads, configuration changes, and content uploads for CLM and Approved Email.

Building and maintaining operational reports and dashboards.

Supporting ongoing change requests from the business.

In parallel, Alzamo partnered closely with Medical stakeholders to understand the needs of the newly formed MSL team. Based on this assessment, Alzamo recommended a simplified yet fully compliant CRM setup, aligned with industry standards and tailored to the organization’s strategic objectives.

Within five weeks, Alzamo delivered the complete Medical CRM setup, including:

Territory and user configuration.

Product and therapeutic area alignment.

Medical-specific call page configuration.

Support for testing and user onboarding.

This approach ensured a smooth and timely go-live for the MSL team.

Results

Seamless transition of CRM operational support with no disruption to the sales organization.

The entire service was delivered remotely, with minimal time involvement required from customer stakeholders

A fully operational managed service model established in under one month.

Successful go-live of the Medical (MSL) team within five weeks.

A streamlined, compliant CRM setup aligned with industry best practices.

Enabled a small but strategically critical Medical team to support the company’s nationwide objectives effectively.

Case studies from the same industry

Establishing a Managed Service Model and Enabling Medical Teams for a US-Based Biotech

Alzamo established a managed service model for Veeva CRM operations and successfully enabled a newly formed Medical team to go live within weeks, ensuring continuity, compliance, and scalability.

2026.01.23.

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A global Top20 life-science company with a broad Veeva commercial product footprint has adapted globally a digital-heavy sales strategy. On a yearly basis, they are rolling out cca. 20K content pieces globally to feed their Veeva apps with CLM, Approved Email, Engage and other custom applications running on the Veeva platform. Managing content production at this scale has become a challenge from an operation perspective and they were seeking expert advice to optimize their processes.

2023.05.23.

Establishing the ongoing operational model and continuous development for a fresh Veeva CRM implementation

A Top20 pharma company just implemented Veeva CRM in several waves of go lives so the aim of the engagement was to lay down the foundations of the ongoing operational model, establish the post implementation maintenance and development process, while making sure the newly implemented system is efficiently utilized and used with satisfaction by the end users.

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