Solving Multi-Country Survey Challenges with MyInsights

Problem Statement:
The client was utilizing a third-party survey tool to collect patient volume data from Healthcare Organizations (HCOs) for their products. However, as their operations scaled across multiple regions, including 3 continents, the existing tool failed to meet evolving requirements, particularly around dynamic question display based on country-specific compliance ranging around 10+ countrie,s and advanced field-level calculations.

300+ users would require using this solution monthly.

Why OOTB Was Not Feasible:

Veeva’s standard (Out-of-the-Box) Survey functionality was evaluated. While it supports basic question-and-answer models and survey logic, it lacked the flexibility to handle country-level data governance, real-time conditional question rendering, and complex calculated fields essential to the client’s use case.

Challenges:
The main limitations with the OOTB functionality were:

• Inability to dynamically show or hide questions based on regional compliance rules.
• Lack of support for calculated fields within the survey interface.
• No centralized data model for managing complex, multi-country patient volume datasets.
• Limited control over user experience and data validation logic, leading to inconsistent data capture.
• Complex logic for displaying question and grouping them based on the country and the profile of the user.

Solution:
A custom MyInsights solution was developed to meet the client’s requirements. A robust and scalable data model was designed to support:

• Conditional logic based on country and compliance approvals.
• Centralized loading and control of patient volume datasets.
• Dynamic display of questions tailored to the user’s country.
• Built-in field-level calculations and validations for cleaner data capture.
  This solution allows authorized users to simply upload the relevant data, and the tool automatically adjusts the questionnaire accordingly.
• 8 Custom Objects storing relevant information on the surveys and fields which controlled the visibility based on compliances of 10+ countries across 2 Therapeutic Area for over 300+ users across 3 continents
• Everything relevant data point would be stored in the same location (Salesforce), making reporting requirements easy to manage
• Custom UI and Field Blockage along with Calculations strings which can be modified on the fly via data loads to the relevant objects
• Custom Sharing rules for the visibility of the My Insights

Advantages of the Proposed Solution:

• Greater flexibility to manage compliance-based logic per region.
• Improved data accuracy due to in-line validations and calculations.
• Scalable architecture for onboarding additional countries or product lines.
• Enhanced user experience through a visually interactive and intuitive interface.
• Centralized data store for better reporting

• Data Driven Server which can be modified by Admins via Data loads

   

Client Feedback on the Solution and Our Services:

The client was very satisfied with the final solution and acknowledged the effectiveness of the customized MyInsights implementation. Although there was initial skepticism—especially from senior stakeholders—regarding the feasibility of meeting all requirements within MyInsights, the delivered solution exceeded expectations. The effort, attention to detail, and overall functionality were well-received. The client considered this implementation a notable achievement, as it pushed the traditional boundaries of what MyInsights is typically used for.

-Ashish Kr Jha