{"id":88342,"date":"2025-10-02T17:39:07","date_gmt":"2025-10-02T15:39:07","guid":{"rendered":"https:\/\/www.veeva.com\/eu\/?post_type=customer-stories&#038;p=88342"},"modified":"2026-03-02T10:25:14","modified_gmt":"2026-03-02T09:25:14","slug":"boehringer-ingelheim-launching-new-medicines-using-connected-engagement","status":"publish","type":"customer-stories","link":"https:\/\/pantheon.veeva.com\/eu\/customer-stories\/boehringer-ingelheim-launching-new-medicines-using-connected-engagement\/","title":{"rendered":"Boehringer Ingelheim &#8211; CRM"},"content":{"rendered":"<p>\nA connected customer engagement model uses the strength of <a href=\"\/eu\/resources\/achieving-customer-centricity-in-biopharma\/\">unified teams and technology<\/a> to benefit stakeholders in biopharma. Sales, marketing, and medical teams that work in harmony to deliver deep scientific information and resources can: <\/p>\n<ul>\n<li>Strengthen key opinion leader (KOL) and healthcare professional (HCP) relationships<\/li>\n<li>Overcome hurdles to customer access, especially at launch<\/li>\n<li>Ultimately improve patient treatment adoption of vital new medicines<\/li>\n<\/ul>\n<p>\nDee-Dee Van Wormer, Boehringer Ingelheim\u2019s senior associate director of customer facing effectiveness, recently sat down with Nicson White, vice president of Veeva NA Commercial Business Consulting, to discuss the company\u2019s connected engagement approach and the benefits it provides. <\/p>\n<p>\n\u201cDelivering outstanding customer experiences and accelerating launch processes were catalysts for us in thinking about connected engagement,\u201d she says. While the company maintains a strong presence in diabetes, heart disease, and other broad treatment areas, it\u2019s preparing to launch 20 therapeutics over the next 20 years in new and rare disease areas with<br \/>\nunmet patient needs.\n<\/p>\n<p>\nHear how Boehringer Ingelheim <a href=\"\/eu\/customer-stories\/boehringer-ingelheim-improving-customer-experience-through-connected-engagement\/\">uses connected engagement<\/a> to stay focused on customer excellence.\n<\/p>\n<h2>Technology that connects teams<\/h2>\n<p>\nMany companies make decisions about technology adoption and build from there. Boehringer Ingelheim, however, prioritized people first to drive a successful, customer-centric approach to connected engagement. <\/p>\n<p>\n\u201cWe asked, \u2018What behaviors do we want to enable and encourage?\u2019 and came to <a href=\"\/eu\/services\/business-consulting-services\/resource-hub\/\">Veeva Business Consulting<\/a> to help us shape the operating model. The project focused on ensuring our technology would facilitate teaming and sharing of insights, as well as speed adoption of the tools and data,\u201d Van Wormer says.\n<\/p>\n<p>\nShe sees the CRM as more than a place to house and collect commercial data. It needs to serve increasingly complex field teams \u2014 territory managers, account managers, medical and other specialists, including their new account medical advisor role \u2014 with insights and sound business planning.\n<\/p>\n<p>\n\u201cAs a field team member, you might have 10 teammates and are trying to navigate what each is doing for a customer as you plan. Plus, we\u2019re continuously hiring new teams,\u201d Van Wormer says. Everyone must understand the rules of engagement. Connected engagement \u2014 supported by a <a href=\"\/eu\/products\/crm-suite\/\">deep life sciences application<\/a> for sales, marketing, and medical teams \u2014 keeps the focus on customers and ensures smooth handoffs. Teams know who\u2019s been engaged, what they need next, and when to bring in medical colleagues.\n<\/p>\n<h2>Partnering to serve new customers<\/h2\n\n\n<p>\nFinding KOLs and HCPs in new therapeutic areas and ensuring cross-team alignment for customer centricity pre-launch takes a <a href=\"\/eu\/resources\/boehringer-ingelheim-commits-to-veeva-vault-crm\/\">forward-looking approach<\/a>. Oncology is one such area of focus for Boehringer Ingelheim. Van Wormer and her team prepared by interviewing colleagues about their needs, which include specialized testing to bring research and new medicine to<br \/>\npatients worldwide.\n<\/p>\n<p>\nAfter digging into their current customer account profiles and account planning methods, they saw that the setup wouldn\u2019t fully serve the oncology team for launch and beyond. The solution was to create new items in account profiles that would be highly applicable to the oncology business.\n<\/p>\n<p>\n\u201cYou could say a community helped to build our account plans and account profiles. We worked with Veeva to create a good solution. We gained additional credibility in oncology by partnering with the Strategic Account Management Association (SAMA),\u201d she adds. SAMA has recognized Boehringer Ingelheim for its customer-first model to better reach patients, listen and gather feedback, and apply the insights to shape future therapeutic innovations.\n<\/p>\n<h2>Prepared to benefit from AI innovation<\/h2>\n<p>\nBoehringer Ingelheim\u2019s strong technology foundation is integral to its expansion into new treatment areas. Creating the right customer profiles and account planning approaches was step one. Then field teams needed encouragement to use all the CRM tools at their disposal to reach and better serve customers, according to Van Wormer.\n<\/p>\n<p>\nNow the company is prepared to benefit from incoming AI innovation in <a href=\"\/eu\/products\/crm-suite\/\">Veeva Vault CRM<\/a>, allowing for even richer and smoother teaming. With the ability to quickly surface insights and content informed by prior customer interactions, field teams can supercharge their existing edge even further.\n<\/p>\n<p>\nVan Wormer cites the example of Voice Control, a <a href=\"\/eu\/resources\/veeva-ai-for-vault-crm-drive-commercial-efficiency-and-effectiveness\/\">Veeva AI<\/a> feature that allows users to control Vault CRM with their voice to compliantly record and auto-transcribe call notes from any device or location (Figure).\n<\/p>\n<p>\n\u201cI was a representative in the field. Many times I got into my car and thought, \u2018Wouldn&#8217;t it be cool to press a button and capture my notes?\u2019 Our field teams will be able to log customer call notes and assign a task to teammates in minutes,\u201d she says. Sales, marketing, and medical will rapidly know what was discussed with a customer so they can better plan for their next interaction.\n<\/p>\n<p>\nInnovation, agility, and personalized engagement with HCPs matter more than ever in reaching patients. Van Wormer says the Boehringer Ingelheim team feels well-prepared for successful launches using a connected engagement approach.<\/p>\n<p>Considering a connected engagement model? Learn about the <a href=\"\/eu\/resources\/the-future-of-customer-engagement-in-biopharma\/\">strategies and technology<\/a> shaping the market.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Boehringer Ingelheim\u2019s connected engagement approach helps deliver outstanding customer experiences and accelerates its plans for 20 launches in the next 20 years.<\/p>\n","protected":false},"featured_media":77368,"parent":0,"template":"","product-link-list":[1395,1414,1439],"class_list":["post-88342","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","product-link-list-veeva-commercial-cloud","product-link-list-veeva-development-cloud","product-link-list-veeva-quality-cloud"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/88342"}],"collection":[{"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":2,"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/88342\/revisions"}],"predecessor-version":[{"id":88596,"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/customer-stories\/88342\/revisions\/88596"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/media\/77368"}],"wp:attachment":[{"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/media?parent=88342"}],"wp:term":[{"taxonomy":"product-link-list","embeddable":true,"href":"https:\/\/pantheon.veeva.com\/eu\/wp-json\/wp\/v2\/product-link-list?post=88342"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}