Fixing Unassigned Medical Inquiries with Automation

Problem Statement: 

To ensure that Medical Inquiries (MIs)(quarterly 100+) are promptly addressed, it's important to have a system in place that automatically assigns these inquiries to Medical Science Liaisons (MSLs),
even when Healthcare Professionals (HCPs) do not specify an assignee during submission.

Why OOTB Was Not Feasible: 

Veeva's default behaviour is designed so that a Medical Inquiry is only automatically assigned to an MSL when the HCP selects that option during submission.        
 

Challenges: 

Veeva’s standard functionality only assigns a Medical Inquiry to an MSL if the HCP explicitly selects one during submission. If the HCP doesn’t know the appropriate MSL for their territory, the field remains blank, so the inquiry doesn’t enter the MSL’s queue, resulting in unaddressed queries. This limitation undermines the utility of Veeva’s Medical Inquiry feature; urgent off-label questions may go unanswered, negatively impacting response times and customer satisfaction.
Solution: 
We’ve implemented a trigger that uses the HCP’s primary address (via the ZTT) to identify the correct MSL for that territory and automatically assigns the inquiry to them.

Advantages of the Proposed Solution: 

Manually assigning inquiries to MSLs(20-25 users) is laborious when HCPs are unaware of the correct regional liaison. Automating assignment based on territory will ensure no inquiries go unassigned—even if the HCP skips the field—and will accelerate response times.

Client Feedback on the solution and our services: -

We’ve received excellent feedback from the client, and all medical-profile HCPs are now actively
using this feature.

-Sakshi Upadhyay