13Managing Account Contacts in Life Sciences
Managing Account Contacts in Life Sciences
This chapter includes the following topics:
About Japanese Pharmaceutical Market Features
The Japanese pharmaceutical market has some unique characteristics concerning the relationships of Hospitals and Physicians that influence how pharmaceutical companies conduct their Sales and Marketing activities in Japan. These market characteristics dictate how Sales Representatives engage with physicians and hospitals in their territories and how they plan future calls. For example Physicians always see patients at either large hospitals or small, private clinics. Therefore a contact call always takes place within the context of the Hospital (account) that the Physician (contact) is associated with.
Japanese Pharmaceutical companies also typically create and distribute large Targeting lists for each Sales Representative in their Sales Force which are based on the Hospital-Physician relationships and a series of Targeted Products. These Targeting lists are generally updated and distributed at the start of a new Targeting period, which is typically every quarter or half-year. The Hospital-Physician targeting lists include a number of targeting attributes (such as Call frequency) for one or more Products that are specific to each sales representative assigned to the specified Hospital-Physician. For example, one sales representative might be asked to make six visits to one account-contact during the quarter for Product A, but another sales representative might be asked to make only three visits to the same account-contact for the same Product A.
The following Siebel Life Sciences features address the requirements of the Japanese pharmaceutical market:
Hospital-Physician relationships. Sales representatives can visualize Hospital-Physician (i.e. account-contact) affiliations as a single record within a list. This feature provides an intuitive interface for users to retrieve customer information, create Siebel Target lists, and plan future calls.
Hospital department support. Affiliated Accounts can be displayed as Hospital Departments along with the corresponding Physicians who are affiliated to these departments.
Hospital-Physician targeting information. For a given targeting period (such as half year), Hospital - Physician targeting lists can be created by administrators and distributed to sales representatives for use within their targeting and call planning processes. Targeting information, such as call frequencies, detail frequencies and targeting flags, can be displayed for each hospital-physician record. Administrators can modify these attributes as business needs change and Sales representatives can plan their calls using these targeting attributes as guiding parameters.
Weekly calendar with call-planning capabilities. The application provides an intuitive and user-friendly Weekly call planning user interface which enables sales representatives to plan and visualize all the activities for their hospital-physician targets within a specific time period. New calls can be created by double clicking within the Call Planning screen. Sales representatives can also enter and report basic call data, (such as products detailed and samples dropped within the same screen), and submit the call if no additional information is required.
Contact call with account information. The standard contact call view has been enhanced to include account information. This feature allows sales representatives to capture detailed call data for a hospital-doctor record, such as promotional items dropped or decision issues.
About Account Contacts
The Siebel Pharma Account Contacts functionality supports the display of account-contact affiliations as a single record within dedicated Accounts Contacts List views, and also within an Accounts Contacts Weekly Call Planning screen. The Account-Contact records displayed in these screens are managed within the Siebel Pharma application as a set of separate Targeting records for each Sales Representative Position. These Targeting records store the relationship between the Account-Contact affiliation and Sales Representative Position. The records also have a series of Product Targeting attributes fields for each Account-Contact-Position relationship which store Product targeting information such as Detail Frequency targets.
The Targeting Period and related Accounts Contacts Targeting records needs to be created by an administrator, and then Targeting Period activated in order to make the Accounts Contacts Targeting records visible to end users. Administrators can create multiple Targeting Periods (and their related Accounts Contacts Targeting data) within the Siebel Pharma application, but only one Targeting Period can be active at any one time. The Targeting data can be manually created and setup through administration screens. However, a series of dedicated Siebel EIM tables are also provided to support the batch loading of the Targeting data. This method is the typical process for creating the data within the Siebel Pharma application.
Configuring Workflows for Account Contacts
The Siebel Pharma Account Contacts functionality utilizes Siebel Workflows in order to create and activate the Targeting lists. The application needs to be correctly configured to activate these workflows. The following topics describe how to configure and validate the Siebel Pharma application to set up Siebel Pharma Accounts Contacts functionality:
Activating Workflows for Account Contacts
LS Pharma JPN Targeting Period Activation workflow must be activated to create and activate the Targeting periods and the Accounts Contacts lists. The administrator needs to set and activate this workflow process in order to use the functionality.
To activate workflows for account contacts
Navigate to the Administration - Business Process screen, then the Workflow Deployment view.
Query for LS Pharma JPN* in the Name field.
The query returns LS Pharma JPN Targeting Period Activation.
Select the workflow and click Activate.
The selected workflow is added to the Active Workflow Processes view.
Note: You only need to perform this procedure the first time you want to access the Accounts Contacts feature. The workflow remains activated the next time you use this feature.
Enabling Server Components for Account Contacts
The Account Contacts functionality also requires that a number of Siebel Pharma Application Server components be enabled to support the Workflows. These components are as follows:
Workflow Action Agent
Workflow Monitor Agent
Workflow Process Batch Manager
Workflow Process Manager
Workflow Recovery Manager
To activate workflows for account contacts
Navigate to the Administration - Server Configuration screen, then the Servers view.
Click the Components tab and query for Workflow* in the Components field.
The query returns the agent and manager records associated with the accounts contacts. All should have a status of Enabled.
Click Manual Start if any one of the components is Inactive.
Note: If you cannot see the Status field, then click Menu (the cogwheel icon), select Columns Displayed from the drop-down list, and add the appropriate fields that you want displayed in the view.
Managing Account Contacts
The following topics describe the key tasks required to manage account contacts:
Loading and Distributing Account Contacts Targeting Data
When a new Targeting period begins, the administrator must load and distribute the Accounts Contacts Targeting data. The database administrator (DBA) then loads the new Target data into the Siebel Pharma application through Accounts Contacts Targeting EIM tables.
To load and distribute Account Contacts targeting data
Create a new Targeting Period record in the Accounts Contacts screen, then the Administration screen, and retrieve the Row Id for the new Targeting Period record.
Use the Row Id to create a set of Accounts Contacts Targeting Product records in a flat file that includes the following information:
Targeting Period Id
Account Id
Contact Id
Position Id (for Sales Representative)
Product Id
Product Targeting attributes.
Send the flat file to the database administrator (DBA) who loads the new Target data into the Siebel Pharma application through Accounts Contacts Targeting EIM tables.
Validate that the data is correct after the Targeting data is loaded into the application.
Use the Accounts Contacts Administration screens to set the Display Names for each of the Targeting Product Attributes.
Generate the corresponding column mappings for the Siebel Pharma Application to display the Product Attributes within the Accounts Contacts list screens.
Activate the current Targeting Period to create and distribute the Accounts Contacts Targeting lists to the end users.
Creating a New Targeting Period
In order to load and activate a new set of Accounts Contacts target lists and targeting information a new Accounts Contacts Period record must first be created by the administrator.
To create and set up a new targeting period
Create a new period for Account Contact Planning as follows:
Navigate to the Administration - Data screen, then the Periods view.
Create a new period and complete the following fields on the form that appears:
Period. Enter a name for the period.
Start. Enter the start date for the period.
End. Enter the end date for the period.
Set up the period for account-contact affiliation as follows:
Navigate to the Accounts Contacts screen, then the Administration view.
In the Administration list, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field Comments Period
Select a target period from the Pick Period dialog and click OK.
Name
Enter a name for the contact.
Description
Enter a description for the accounts contact.
Status
(Read only) Indicate the status of this period. (In Progress, Lock, Active, Obsolete, Error).
Request Id
(Read only) The activation process identification number. Drill down into the Process Information screen to check the status of the activation process.
Error Messages
(Read only) Displays an error message if the activation process fails.
Select Help, then About Record, and note the Record # (Row Id) of the new period.
This Row Id is used by the Administrator to create a flat file which maps the new Period to the new Accounts Contacts Target List and Targeting information so that the data can be loaded through the Accounts Contacts EIM tables. For more information about importing data with Siebel EIM, see Importing Data with Siebel EIM.
Creating Account Contacts Targeting Product Data
For each Targeting Period, a series of Targeting Product data records for each Account, Contact, and Sales Representative Positions needs to be created in order to generate the Targeting lists used by the end users. A Targeting Product is any Product being targeted to an Account Contact by a Sales Representative which needs to be tracked in terms of Targeting attributes (for example, Call Frequency targets) as part of the Sales Force's Targeting process. There are four Targeting Product attribute fields defined in the application which can be used to store and manage the Targeting Attribute values associated to a Target Product for a specific Account-Contact-Position (Sales Representative) relationship. By default, only the two numeric Targeting Attribute fields are enabled and are displayed in the Accounts Contacts list screens.
The following task explains how to manually enter the Targeting Product records in the Accounts Contacts Administration screens. The values for each of the Account-Contact-Position Targeting Attributes fields can be loaded through the Accounts Contacts EIM tables.
To create targeting product data for account-contact-position relationship
Navigate to the Accounts Contacts screen, then the Administration view.
Select a record from the Account Contacts Period list and drill down on the Period column.
In the Product Data applet, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field Comments Full Name
Select a name from the Pick Contact dialog box, and click OK.
Sales Representative
Select a position from the Pick Position dialog box, and click OK.
Product
Select a product from the Pick Product dialog box, and click OK.
Numeric Attribute 1
Use the calculator to enter the first numeric attribute. For example, enter the numeric value for number of Sales Calls.
Numeric Attribute 2
Use the calculator to enter the second numeric attribute. For example, enter the numeric value for number of Product Details.
Text Attribute 1
Enter a text value to use as a product attribute.
Data Time Attributes 1
Enter a date value to use as a product attribute.
Generating Column Maps for Display of Product Attribute Fields
For each Product Attribute field, a common Display name value can be mapped to all the available Target Products. This Display name mapping is then used to automatically generate the Product Attribute Column labels displayed to the end users in the Accounts Contacts lists. The Display name for each of these Target Products' attribute fields is generated by combining the Product Name for each Targeting Product with the common Display name value defined by the administrator for the Product Attribute field. Once the Product Attribute labels are generated, an administrator can still edit the final display labels if minor updates are required before activating the Targeting Period.
The Targeting Product attributes used by the Sales Force can change from one Targeting Period to another. The application supports the ability to use the same attribute fields across all Targeting Periods, but define different labels for these fields for different Targeting periods. For example, a pharmaceutical company can decide to display the following information to the end users in the Accounts Contacts list screens:
In the first quarter, they might display the number of visits by product
In the second quarter, they might display the number of samples by product
In the third quarter, they might display the number of primary details by product
Note: While the labels can change, the underlying Targeting Product Attribute columns are the same. For this reason, it is important for the administrator to track how the attributes columns and labels are mapped for Targeting period.
Create column map for Accounts Contacts List
Navigate to the Product Attributes screen.
Check the Mapped Field column to select the field to be used to generate the column map.
Enter the Display Name as the postfix to the column display name.
Click the Generate button to generate column mapping in the Column Map view.
Some fields are described in the following table.
Field Comments Mapped Field
Check to select Product Data field used to display on Accounts Contacts List after activation.
Field
(Read only) Product data field column.
Display Name
Postfix of the Column Display Name in the Accounts Contacts List. This field will append to the product name in the generated column map.
Edit the Display Name in the Column Map view.
Some fields are described in the following table.
Field Comments Product
(Read Only) Product Name
Source Field
(Read Only) Product data field
Target Field
(Read Only) Mapped field in Accounts Contacts List view
Display Name
Column Display Name of this product attribute in Accounts Contacts List view
Activating New Account Contacts Targeting Data
To allow end users to view and use the new Accounts Contacts Targeting data, the administrator must activate the Targeting Period. When a new Targeting Period is activated, the existing period becomes obsolete. Only the Targeting data for the active Targeting Period is visible to end users in the Accounts Contacts list screens. The activation process assigns an account-contact record to a Sales Representative's Position only if the Position is already part of both the Account and Contact teams. If this relationship already exists, then a targeting record is created for the Sales Representative's Position and all remaining targeting attributes are added to this record.
To activate a Targeting Period
Navigate to the Accounts Contacts screen, then the Administration view.
Select a period record from the list.
From the view drop-down list, select Mapping and Activation.
Click the Activate button on the list.
The Server Request should be displayed in the Request Id field and the Status field should change to In Progress.
After a few minutes, refresh the screen to verify that Workflow processes have completed and the Period status has changed to Active.
Select the Accounts Contacts List tab.
From the view drop-down list, select All Accounts Contacts Across Organization.
Verify that the current Targeting Period's Accounts Contacts Targeting data has been created correctly.
Creating Account-Contact Target List Records Manually
Once a Target Period has been successfully activated, each Sales Representative will be able to view their list of Account-Contact-Targeting Product records for the current Targeting period in the Accounts Contacts list view. A user can also manually create new target list records for Account - Contact affiliations in the Accounts Contacts list.
To create a target list for account-contact affiliations
Navigate to the Accounts Contacts, then the Accounts Contacts List view.
In the Accounts Contacts list, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field Comments New
Indicates when a new Account Contact record is created for the current position.
Sales Rep
The sales representative to whom this account contact is associated.
Account Name
From the Pick Account Contact dialog, select the appropriate Account - Contact Affiliation.
Note: Only affiliations where the Sales Representative's Position on both the Account and Contact teams will be displayed in this dialog.Account Location
The location of the account contact.
Contact Primary Speciality
Primary speciality of the contact.
Creating Account Contacts Call Detail Records
The Accounts Contacts list displays the Account-Contact records with their targeting Product attributes for the current Targeting Period. The records in the list are limited to Account-Contact targeting records created for the current user's Position.
Users can create a Call record directly from the Accounts Contacts List applet. The New Call button on the Accounts Contacts List applet creates an Account Contact Call record with both the Account and Contact Ids populated. The created Call records are displayed in the Accounts Contacts Call Detail view under Activities.
To create Contact Call Details for a new Contact
Navigate to the Account Contacts screen, then the Accounts Contacts List view.
Select an Account Contacts record from the list.
Click New Call.
A new Contact Call Detail record is created and the Contact Call Detail view is displayed.
Click Sign.
If all business rules are valid, signature capture window is launched. Verify the contact’s name, address, DEA number and license number displayed in the call header.
Click Submit to submit the call. If Samples were dropped a Signature will need to be entered before the call can be submitted. For more information, see Recording a Contact Call for a Different Contact at the Time of Signature Capture.
Planning Calls in the Call Planning Screens
Japanese sales representatives generally plan their Account Contact calls a week or more at a time. For ease of viewing and editing, they prefer to use a calendar that displays Accounts Contacts on the vertical axis and days of the week along the horizontal axis. The Accounts Contacts Call Planning screen enables sales representatives to easily view and plan their Account-Contact calls. Users can double-click any of the cells within the calendar grid (Gantt Chart) to easily and quickly create a call record for an Account-Contact on a given day of the week or month.
From the following Call Planning screens, sales representatives can see whether other sales representatives have also scheduled calls for a particular Account-Contact, Account, or Contact which allows Sales teams to plan their joint sales efforts more effectively:
Account Contacts Call Planning
Account Call Planning
Contact Call Planning
Managers can also view the planned and completed Sales calls for all of their direct reports, allowing them to better monitor Sales Representatives' activities and suggest any changes as needed.
The calls displayed on the Call Planning screens are color-coded, so that sales representatives can monitor the status of a particular activity. When a call is submitted, the activity color is automatically refreshed, and the record is locked.
To plan a call in the Call Planning screens
Navigate to the Calendar screen, then one of the following views as required:
Accounts Contacts Call Planning
Account Call Planning
Contact Call Planning
In the weekly Calender grid, double-click the intersection cell corresponding to the (Account Contact, Account, or Contact) record on the Day for which you want to create the Call record.
The application creates a Call detail record and displays it in the applet which appears after the Call Planning calendar (Gantt Chart).
For example, the application creates one of the following Call detail records:
Account-Contact Call detail record
Account Call detail record
Contact Call detail record
After an activity is created for a given contact or account, the name of the contact or account is displayed on the activity that appears on the calendar (Gantt Chart) in Siebel Open UI.
Calls created in this manner have the following characteristics:
Account and/or contact name. The account name and/or contact name corresponding to the (account-contact, account, or contact) record selected.
Start date and time. The day corresponding to the day selected on the calendar (Gantt Chart). The time for all calls scheduled on this view is set to the start of the work day, as entered on the User Profile Calendar View.
Some of the fields displayed in the List area on the Call Planning calendar grid (Gantt Chart) are described in the following table.
Field Comments Account
The name of the Account (for Account Contact Call Planning).
Name
Displays the name of the Contact (for Account Contact or Contact Call Planning) or Account (for Account Call Planning). If you click the Name link, the Contact Details screen is displayed showing details of the call contact.
Sales Rep
The Sales Representative position associated to the Account Contact, Account, or Contact record.
Primary Speciality
Primary speciality of the contact (for Contact Call Planning).
The buttons available before the Call Planning calendar grid (Gantt Chart) are:
Button Comments 2
Switches the daily display to two hourly intervals. The default daily display interval is one hour.
4
Switches the daily display to four hourly intervals. The default daily display interval is one hour.
Day
Shows the daily view of calls scheduled.
M/D
Switches between the daily and monthly view of calls scheduled.
Save Template
Saves all the calls to a template for all current Account Contact records between a Start and Finish date set by the user.
Apply Template
Applies a selected template from a start date set by the user. The template is applied to the same day for which it is saved.
For example, if you save a template from August 8-9 (the start date is August 8), and then apply the template on August 13, then the template is applied to the nearest (start-to-end date), which is August 14-15.
Go to Reporting
Switches to reporting mode. For more information, see Switching to Reporting Mode in the Account Contacts Call Planning Screen.
Note: This button is available in the Accounts Contacts Call Planning view only.
Updating Calls in the Call Planning Screens
Sales representatives use the Call Planning screens to update calls and report completed calls. Information for Products Detailed and Samples Dropped is displayed after the Call Planning calendar grid (Gantt Chart) for the currently selected Call record. A sales representative can quickly and easily update this information before submitting the completed call all within the same Call Planning screen.
To update call records in the Call Planning screens
Navigate to the Calendar screen, then the Accounts Contacts Call Planning view.
In the Accounts Contacts Call Planning view, single click on a previously created Call record in the calendar grid.
The application displays the selected Call record in the form on the calendar grid.
Update the fields in the form for the completed Call as necessary.
In the Products Detailed applet, enter a value in the Priority column for each Product detailed during the Call. All other Product Detailed records will be deleted when the Call is submitted.
If Samples were dropped during the call, then in the Samples Dropped applet, specify a lot number and quantity for the dropped samples.
If Samples were dropped, enter a Signature before you submit the call.
Click Submit to submit the call.
Selecting and Moving Activities on the Calendar
When you select and move an activity or call from one time slot to another on the calendar grid (Gantt Chart), the start time and end time for the activity or call changes accordingly. In addition, the overall position of activities on the calendar changes.
When you select and move an activity from one account or contact to another account or contact, then the activity displayed on the calendar shows the name of the new account or contact.
Deleting Calls in the Call Planning Screens
Sales representatives can use the Call Planning screens to delete calls. A sales representative can quickly and easily update this information in a weekly view for multiple accounts.
To delete a call
Navigate to the Calendar screen, then the Accounts Contacts Call Planning screen.
Select the calls that you want to delete.
Delete the records.
Displaying Calls Created by Other Representatives
Sales representatives can use the Call Planning screens to display calls created by other representatives.
To display calls created by other representatives
Navigate to the Calendar screen, then the Accounts Contacts Call Planning screen.
Navigate through the calendar view.
All inactive entries represent calls created by other representatives.
Switching to Reporting Mode in the Account Contacts Call Planning Screen
Sales representatives can use the Accounts Contacts Call Planning screen to switch to reporting mode. A sales representative can quickly and easily switch modes by clicking one button.
To switch to reporting mode and submit calls
Navigate to the Calendar screen, then the Accounts Contacts Call Planning view.
Click Go to reporting mode.
Report the call information:
Select the call from the list.
Enter product details.
The Start Date field will be pre-populated with the current date. Change it to a different date, where appropriate.
Enter the number of minutes in the Duration field.
Enter any decision issues in the Decisions Issues field.
Select a status from the Status list.
Enter any additional comments in the Comments field.
Click Submit to submit the call.
Customizing the Call Planning Calendar
You can customize the Call Planning calendar grid (Gantt Chart) by navigating to the User Preferences screen, then the Calendar view. The following procedure describes the parts of the calendar that you can customize and format to suit your own business needs.
To customize the calendar
From the application-level menu, choose Tools, then User Preferences.
The User Preferences screen appears.
Click the Calendar tab.
The Calendar form appears. The following table describes the fields on the Calendar form, which you use to customize and format the calendar grid (Gantt Chart).
Field Comments Working Hours Start At
Enter the time at which you start the working day.
Your working hours are denoted by a line that represents the beginning of your workday, and a line that represents the end of your workday.
Working Hours End At
Enter the time at which you end the working day.
Your working hours are denoted by a line that represents the beginning of your workday, and a line that represents the end of your workday.
Appointment Duration
Select an activity length (15, 30, 45, 60, 90, 120 minutes).
All activities scheduled on the calendar will automatically have this default duration.
First Day of Week
Select the day to start the working week (for example, select Sunday or Monday).
Complete this field when Default Calendar is set to Weekly or Monthly.
Default Calendar
Select a default calendar format.
The Calendar screen will appear in the default calendar format every time you access the Calendar screen.
If you set Default Calendar to Daily, then select the time interval for activity periods in the calendar from the drop-down list in the Time Interval (Minutes) field.
If you set Default Calendar to Weekly, then do the following:
Select the default weekly calendar format from the drop-down list in the Weekly Calendar View field.
Select the time interval for activity periods in the calendar from the drop-down list in the Time Interval (Minutes) field.
Select the first day of the week to appear in the calendar from the drop-down list for the First day of week field.
Select the week days to appear in the calendar by selecting (or deselecting) the check box next to each day of the week in the Workdays section.
If you set Default Calendar to Monthly, then select the first day of the week to appear in the calendar from the drop-down list for the First Day of Week field.
Default User
If you spend most of your time accessing another users’s calendar, then set up that user’s calendar as your default calendar as follows:
Click the select button in the Default User field.
The Pick Default User dialog box appears.
Select the appropriate user, and then click OK.
That user’s login appears in the Default User field, and that user’s calendar appears as your default calendar in the Calendar screen.
Weekly Calendar View
Select the default weekly calendar format from the drop-down list.
Complete this field when Default Calendar is set to Weekly.
Time Interval (Minutes)
Select the time interval for activity periods (15, 30, 60 minutes) in the calendar from the drop-down list.
Complete this field when Default Calendar is set to Daily or Weekly.
Participant Email Prompt
To be prompted to send email messages to meeting participants when a new appointment is created or an existing appointment is modified, then do one of the following as required:
Select the check box next to the Participant Email Prompt field to set up email prompts for meetings.
Deselect the check box next to the Participant Email Prompt field to disable email prompts for meetings.
Participant Chart Display
Choose Working Hours or 24 Hours from the drop-down list.
In the Calendar screen (Gantt Chart), only your work hours or all 24 hours of the day will be displayed.
Workdays
Select the week days to appear in the calendar by selecting (or deselecting) the check box next to each day of the week as required.
Complete this field when Default Calendar is set to Weekly.
For more information about using the calendar including how to configure and customize it, see Siebel Fundamentals.