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Visually distinguish between no consent given yet versus active opt-out

The consent capture capability on the Veeva CRM app currently only has a no (red) or yes (green) slider value.

This makes it impossible to distinguish whether the customer has not yet been asked for consent previously versus whether he had actively refused consent before, or actively opted out.

To ensure an optimal customer experience, its important to avoid asking the customer for consent when they previously refused.

Hence, it would help if there was a way to visually distinguish between consent that was actively refused before versus situations where consent was not asked yet.

This would correspond to a situation where there is already a multichannel consent record available, with status opt-out, versus a situation where no multichannel consent record exists

 

8 comments

  • Avatar
    Nishant Bafna Official comment

    Hi Gregory, Veronique,

    Thank you for reaching out to us with the enhancement request.

    The ability to distinguish between default consent and an HCP explicitly opting out has been delivered to our Windows and Online platform. We do have this feature on our roadmap for iPad. We do not have a targeted release version for it, but once I do, I will update you.

    Thanks,
    Nishant

  • Avatar
    VERONIQUE COENEN

    This is highly needed if we want to execute according to data privacy rules in a customer centric way

  • Avatar
    Fassari, Luigi

    Hi Nishant,

    could you please confirm if is there any report that enable to track at hcp level default consent , Opt out and Opt in? Via Multichannel consent I can report on Opt Out and Opt in but not on the default value (unless I am doing something wrong)

    Many thanks

    Luigi

  • Avatar
    Nishant Bafna

    Hi Luigi,

    Default consent for an account is set by the customer. For Approved Email, the default consent check is as follows -

    • Account.Approved_Email_Opt_Type_vod = Implicit_vod - the doctor is opted in, unless they opt out
    • Account.Approved_Email_Opt_Type_vod = Explicit_vod - the doctor is opted out, unless they opt in
    • Account.Approved_Email_Opt_Type_vod = Never_vod - the doctor cannot be emailed in any condition

    If Account.Approved_Email_Opt_Type_vod is NULL, then we will default to Consent_Type_vod.Default_Consent_vod (this will be set up if you are using Consent Capture)

    • Consent_Type_vod.Default_Consent_vod = Implicit_vod - the doctor is opted in, unless they opt out
    • Consent_Type_vod.Default_Consent_vod = Explicit_vod - the doctor is opted out, unless they opt in

    So, based on the configuration you will know what is the default consent set for your accounts.

    You can run a report to determine if there are any valid Multichannel_Consent_vod records for a given Account and if it does exist, then that is not their default consent.

    Thanks,
    Nishant

  • Avatar
    Andrew

    Hi Nishant,

     

    When is this available in iPad?

    Will the visibility be available in the My Account result list, Account detail and possibly in Call entry screen?

     

    Cheers,

    Andrew

  • Avatar
    Nishant Bafna

    Hi Andrew,

    The ability to distinguish default consent vs consent granted by the HCP is available on iPad and has been since our 19R1 release.

    When the user navigates to Consent Capture screen, default consent appear will a gray background. Once the user toggles the consent, they are no longer grayed. This is currently available only in the Consent Capture screen.

    Exposing this information on other screens is currently not on our immediate roadmap. Do your reps capture consent for just one channel or multiple? How granular is the consent that is captured - at product level or at the channel value (email address) level?

    Thanks,

    Nishant

  • Avatar
    Andrew

    Hi Hishant,

    Are you saying the user can only see if a customer has given consent by actually going into the Consent Capture screen?

    We plan to use it for email consent for multiple products.

    Cheers,

    Andrew

  • Avatar
    Nishant Bafna

    Hi Andrew,

    Yes, the information whether the consent is derived from default setting or is a result of an explicit action from the HCP can be viewed in Consent Capture screen.

    When the user navigates to Consent Capture screen, default consent appears with gray background. Once the user toggles the consent, they are no longer grayed, rather dark red or green, based on opt in or out.

    Thanks,

    Nishant

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