What are the benefits of using Service Center for HCP outreach?

Service Center’s outbound target activity features help you manage high volumes of outreach more efficiently. By organizing and completing your outreach in Service Center, you can focus on the conversation rather than the administration of the call.

• Integrated Calling - When using an integrated CCaaS (Contact Center as a Service) provider, you can initiate calls directly from the browser using the phone numbers already stored in HCPs' account records. Service Center also supports use of an external phone system, also known as standalone phone.

  For more on supported CCaaS providers, see Using Veeva Omnichannel for Service Center on the Vault CRM Online Help.

• Automatic Status Updates - The system tracks the progress of each target for you. Based on the outcome you record, targets automatically move to the next appropriate state, for example, Retry or Scheduled, and are organized accordingly. Simply move through your Target Lists to execute calls.

• Direct Documentation - If an HCP requests specific information, you can launch a Call Report immediately from the Target Activity Guide, as you're moving through Target Lists. This ensures that details are captured accurately without having to navigate to a different part of the system.

• Targeted Daily Agenda - Within Service Center’s Outbound tab, the Today's Focus section allows you to build a daily agenda of your highest priority targets, helping you focus on the accounts that matter most. When a Today’s Focus target is completed, it is automatically moved to Done Today—so you never have to wonder which targets you’ve completed in a day.