Case Study: Upsher-Smith streamlines free-text monitoring and improves compliance with Veeva Systems' Veeva CRM Approved Notes

Upsher-Smith Streamlines Free-Text Monitoring with Veeva CRM Approved Notes

Upsher‑Smith Laboratories, a long‑established U.S. manufacturer of generic and branded pharmaceuticals for seizure disorders and migraine, relied on Veeva CRM for customer engagement but used a separate third‑party tool to monitor free‑text call notes for compliance. This created extra steps for sales reps and a need for a more streamlined, compliant note‑capture process.

By adopting Veeva CRM Approved Notes (included with Veeva CRM), Upsher‑Smith enabled reps to enter free‑text notes directly, automatically flag risky words or phrases, and receive rephrasing suggestions. The solution was implemented quickly with a comprehensive keyword list, replacing the third‑party system, simplifying workflows, improving compliance, and helping reps build deeper customer relationships.

Upsher-Smith

Darran White

Manager of Sales Operations