NNIT Veeva Vault Quality

Veeva have been adding significant new features related to Audit Management to the Vault Quality Suite in recent releases. For the latest 23R3 release an eagerly awaited Auditor Management feature is available, allowing organizations to have more control on who can participate in Audits.

With the addition of this new capability Veeva have again demonstrated that they are listening closely to the market and can quickly add new features and make significant functional improvements.

Whilst this is a massive benefit to customers and highlights an advantage of the SaaS model, there are always challenges with the continuous introduction of new Vault features. These include:

• Gaining the appropriate level of knowledge 
• Identifying which features to progress and which are of most relevance to the business.
• Identifying the business impact of implementing features and the steps required to deploy them
• Identifying how to technically implement the features, taking into account factors such as the existing Vault configuration, integrations and other already planned work

These challenges are partly mitigated by the work the Veeva Customer Success team perform and the documentation Veeva make available, but NNIT can help fill in any gaps by assisting customers with 

• Detailed knowledge sharing sessions, Customer Specific Proof of Concepts 
• Business advisory, Change Support
• Technical implementation
• Impact assessments
• Test and Validation 

With our knowledge of Vault Quality Suite features, configuration options, integration touchpoints and business processes, NNIT have the skills to help customers implement new features quickly and seamlessly.

Complaints management is a critical aspect of quality management, and leveraging Veeva Vault QMS can significantly enhance this process. As a trusted partner of Veeva, NNIT is committed to assisting customers in optimizing their complaints management journey through cutting-edge technology. In this article, we explore the key features of Veeva Vault QMS that empower customers to streamline their complaints processes and drive added value to their business.

Complaint creation 

Complaints management begins with receiving complaints. These can originate from a number of sources, including telephone, email, websites or separate systems. While manual creation of a complaint in Vault is possible for users with the appropriate permission, there are other automated options available. 

Email ingestion 

The most useful automated approach available is for emails, where customers can have a set-up where users email their complaints directly into Vault. With Vault's standard "email connector," users can seamlessly email their complaints directly into the system, eliminating the need for custom code or third-party integrations.   

Vault ensures that any email replies to the original email sent to Vault do not create a new complaint in the system. Instead, the information is associated to the original complaint. The primary component within this automation is the Vault email inbox, where emails from complainants will be sent to. Customers would need different email inboxes for different types of complaints and have control on who can send emails to each inbox. Customers also have options within their own email server architecture to forward or re-direct emails from other email addresses to the Vault email inboxes. 

Other integration options 

Receiving complaints via integrations from other systems or sources is also possible, with the Vault API allowing a range of possible approaches. These could vary from simple website-based forms to integrations with separate complaint related systems. 

Processing complaints 

Customers have full control over the behaviour of a complaint after it is created in Vault, including: 

• The path it can take prior to being closed. 
• Which users are involved in evaluating and reviewing it. 
• Which users can see it during its life.  

Complaints can be linked to other records and processes, such as investigations, CAPAs or other complaints. They can also use additional Vault functionality such as root cause analysis, effectiveness checks and extension requests. 

Communications and reporting 

Correspondence with the complainant or other relevant users is an important part of a complaint process, and Vault includes specific functionality to support this.  

External Notifications is a feature specific to Vault QMS, allowing users, whether internal (such as a QA user) or external (such as the originator of the complaint) to receive notifications based upon pre-defined templates. 

These pre-defined notifications can be sent manually during complaint processing or automatically as the complaint reaches specific points in the process. The notifications can also include links to view documents stored in Vault, with the possibility of the link being time limited. This can be especially useful when Vault QMS functionality to create reports automatically is employed – Vault can for example create a report on a complaint based upon a pre-defined report template and store it as a Vault document. This can then be shared with users and used for future reference. 

An additional notification related functionality available is Issue Escalation. This allows a complaint to be escalated to management via a simple mechanism, with notifications to users external to Vault being possible. A record of all the notifications sent as part of the Issue Escalation is kept, giving traceability and a transparent way to reference them later if needed. 

Summary 

Veeva Vault QMS offers a suite of features that, when combined with standard Vault platform capabilities, creates a robust complaints management system. With NNIT's expertise in Vault QualitySuite features, configuration, integration, and validation, customers can swiftly implement and optimize complaints management processes to drive business excellence.