After a top20 pharma company implemented Veeva CRM in more than 50 countries worldwide with thousands of daily users we had the task to establish a well oiled process for continuous development of their new CRM implementation. Thousands of users, high importance and a major change in the life of a robust company with a huge and decentralized organization.
By extensive analysis and close collaboration with the implementation team and the customer we have identified the pain points and success criterias for a successful post implementation operational model. From those success criterias we started to build up and lay down the foundations of a hybrid-agile methodology for their requirement gathering process and release scoping. This contained numerous steps and creative ideas from initial assessment filter steps to prioritization methods and as well creating new forums for stakeholders to discuss, estimate and decide about changes to the system. While the new process had to be robust it also had to be fast moving and flexible enough to handle the ever changing scope and new feature implementation.
With the help of our expert team members we managed to put a process together at the customer which after the hypercare period proved to be efficient enough both in terms of time to market and quality. Within this new framework the global CRM system received a monthly new feature release with excellent quality. Over the span of the 2 year engagement there were only 2 delayed releases and less then 10% of the scoped requirements had to be moved to a different release. End user experience and system utilization were all above expectation as we have managed to resolve and overcome 95% of their backlog items from the implementation within 4 weeks of each new country rollout.
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