Efficiency Triaged Quality Events With In-App Guidance on Categorization and Prioritization of Compliants

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The pharmaceutical company faced challenges in handling complaints efficiently due to a lack of clear procedures and complex triage processes in Veeva QMS. By implementing Whatfix’s in-app guidance and analytics, the company streamlined complaint management, improved compliance, and reduced operational costs.

The lack of clear procedures, documenation, and SOPs for triage processes led to delays, errors, and inconsistencies in handling complaints. During the triage process, the absence of effective categorization and prioritization increased compliance risks, missed due dates, and resulted in poor data quality in the QMS. The complexity of the Veeva QMS quality assurance process, coupled with ever-changing regulatory requirements, further exacerbated these challenges.

Used Whatfix to deploy Flows and Smart Tips to guide QA teams with in-app tutorials, from the occurrence of a quality event to its closure. Smart Tips provided in-app resolution suggestions and examples on how to prioritize complaints effectively. Additionally, Whatfix Analytics proactively identified error-prone areas in Veeva QMS workflows and user documentation, enabling continuous improvements in the process.