release management for veeva crm - slides · end user impact impact on use& adoption (minimal,...

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Release Managementfor Veeva CRMFebruary 2017


Release Management for Veeva CRM

2

§ About CRM General Releases§ Recommended Release Strategy

§ Veeva Auto-On Features

§ Veeva and custom enhancements

§ New functionality§ Best Practices


About Veeva CRM Releases


Software Development Life Cycle

4

§ Good for initial go-live§ Foundation for ongoing release management


JanFeb

Mar

Apr

May

JunJul

Aug

Sep

Oct

Nov

Dec

CRM General Release Frequency

5

17R3

17R1

17R2

2017


What is a CRM General Release?

6

Significant New Features,

Enhancements, & Bug Fixes

Applies to All Customer CRM Applications

Undergoes testing prior to

availability


Minor Releases

7

Fixes only,no new

functionality

Applies to All Customer CRM

Applications

Undergoes testing prior to

availability


Sign Up to Receive Release Notifications

§ In the Veeva Customer Support Portal, click the Community tab then go to CRM Community

§ Select the CRM Announcements Topic § and click Follow


CRM General Release Resources

Customer Success Managed Services

Support

GeneralRelease

Documentation

GeneralRelease

Webinars

Full Copy SandboxRelease


Feature Enablement Detail

Auto - On

Turned On Day 1

No additional setup required

Configurable Features

Configuration

Turned Off

Requires enablement

Requiresconfiguration

Auto-On Features


Your Veeva CRM Implementation is a Live System

11

§ Unique to your business needs§ Leverages some but not all functionality available in Veeva CRM

Custom Processes

Data

Core Veeva CRM

Add Ons


Recommended Strategy


Key Success Factors

13

Create / Update Schedule

Review Enhancements and Business Requests

Planned Deployments

Set expectations with

stakeholdersGive yourself room to react

Structured releases

Focus on change that drives value for your business

Process

Feature

Is there an out-of-the-box solution?

Communication strategy

Manage Operational Requests

Data Loads, Picklist Values, Media Updates

How do these affect the timing

of releases?

Assess impactto end users


JanFeb

Mar

Apr

May

JunJul

Aug

Sep

Oct

Nov

Dec

Plan the Year in Advance

14

17R3

17R1

17R2

2017

Internal Release

Internal Release

Friday Fix Day



Typical Veeva Key Release Dates

15

WK-0WK-1WK-2WK-4 WK-3WK-5WK-6WK-7

Release Announcement

Full Copy Sandbox Release

Release Notes Available

Webinars

General Release

Assess Verify

Plan, Communicate



Reacting to Veeva Enhancements

16

BeforeRelease

Step 1Prepare for

Auto-On Features

Step 2Assess new

Configurable Features

Understand impact to

users, Communicate

if needed

PrioritizePlan

ImproveAfter

Release

Strategy Objective



Assess New Features, Questions to Ask

17

• For example, if MCCP is not utilized or does not apply to your sales teams, then the feature enhancement can be ignored

Is this feature applicable to my business needs?

• Some features are only applicable in the context of other configuration

Does this feature apply to my configuration?

• Some features may not be relevant based on business process• Features should be communicated appropriately to the users impacted

Does this feature impact end-users? Administrators?


• Give yourself time to test and deploy new functionality; Cold Chain Sampling for example, may also require validation. Also, think about training

How complex is this feature?


Reacting to Business Requirements

18

New Functionality

Improvements to Existing Functionality

Is it available out of the

box?

How complex is

it to implement?

What is the priority?




19

§ Make operational changes and fixes on Fridays


End users know to expect changes on Fridays

Stakeholders know what to expect

Adds stability and predictability to your process


Structured Release Planning

20

Planned Deployments

Weekly Releases•Bug fixes•Critical updates (new pick values, new fields)•Simple configuration changes that do not impact day-to-day business or require training

Monthly Minor Releases •Limited testing•Enhancements to existing functionality•Minor training impact

Quarterly or Semester Major Releases•New initiatives•Significant testing and training often required•Plan around Veeva releases, considering that you may want to refresh your sandbox


Best Practices and Tools

21


HighMedium

Low

Next weekNext monthNext major

releaseother

Prioritizing Requests

22

Governance

Business Impact

Drives Revenue or Reduces Cost (amounts)

Urgency Required within? (35-45, 46-90, 90+ days)

End User Impact

Impact on Use & Adoption(Minimal, Moderate or High Impact)

SupportImpact

Level of Training & Documentation required

Business Effort

Effort to deliver (hours)

IT Effort Effort to deliver (hours)


Assessing Effort to Deliver

23

• Reports & DashboardsCustom Fields, Objects

• List Views• Data Loading (Targets, Products, Territories) • User Management

LowNo Impact to Architecture or

MetaData

• Content (CLM Presentation, AE Fragments)• Page Layout • User Profiles• Workflow & Validations

MediumNew Functionality, stand

alone requirements, low level of effort <20 hrs

• New Division Rollout• Data Migrations • Integrations• Coding

HighComplex changes to

Application, High Impact, level of effort >20 hrs

Governance

• Email Templates

• Triggers, Classes & Visual Force Pages


Requirements Document

24

Feature Benefits Effort Assessment Decision Timeline

Marketing Cloud Integration

Provide insight into Marketing Cloud Journeys in CRM and CRM activities in Marketing Cloud

Low -Medium

LOE for config is low. But, testing needs to be completed on data elements and visibility on timeline

Prototype February

Consent Capture for Content Type

Ability to capture consent not related to a product

Medium Requires change in how consent is currently captured. Need to evaluate how this will integrate to external systems for consent. Training end users needs to take place

Implementfor MSLs only

March

Surveys in Approved Email

Ability to Surveyno-see HCPs

High Requires coordination with multiple stakeholders. T Needto review Approved Email adoption and impact this feature will have

Defer Mid-yearPOA


Design Phase ChecklistüDesign for the ‘use case’ but also think think long termüValidate the requirement vs. the solution designüKeep it simple

• Use standard functionality

• Avoid code

• Iterate – add complex / coded features later when possible

üConsider downstream impactsüClose the loop with utilization reports


Next Steps

26

§ Get Current § Assess your current Veeva usage & satisfaction

§ Review previous release notes on current modules

§ Collate changes and follow release best practices

§ Stay Current and Relevant § Adapt to fit your organization

§ Keep up with Veeva Releases

§ Annually review your process and relevance of current functionality


Veeva Resources Available to you

27


Announcements and Activities

§ 17R1 Coming Soon

§ BEE Email Editor Webinar in April

§ 2017 Global Commercial and Medical Summit§ May 7th to May 9th Philadelphia, PA - Register now!

§ Slides available on the Community Portal§ If you don’t have access, request it here

§ Email [email protected]


Thank YouThank You

release management for veeva crm - slides · end user impact impact on use& adoption (minimal,...

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