Clinical CRM (Vault CTMS)

In Clinical Operations CTMS Vaults, you can track interactions with persons with Clinical CRM. You can log Activities against a Study, Study Site, Study Country, or Study Person. All Clinical Activities must reference a Person. This is the person with whom the interaction/activity occurred or will occur.

You can use the Clinical Operations to Medical CRM connection to send Clinical Activities from your CTMS Vault to Medical CRM. Additionally, you can send Study and Study Site records from your Clinical Operations CTMS Vault to Medical CRM. This connection also allows you to receive Medical Activities from Medical CRM in your Clinical Operations CTMS Vault. When your Vault is set up to send Study and Study Site records to CRM, then Study information is included in the Activity transfer.

Additionally, when users create a new Monitoring Event or Study Communication Log Item in your Clinical Operations Vault, Vault automatically creates a related Activity record and sends it to Medical CRM when the connection runs.

These features require some configuration by an Admin for utilization in your Vault.

Clinical Operations to Medical CRM Connection

Using the Clinical Operations to Medical CRM Connection, organizations with both a Clinical Operations CTMS Vault and Medical CRM can see information about activities/interactions recorded in Vault CTMS in Medical CRM and vice versa.

Additionally, when users create or update a Study or Study Site in their Clinical Operations CTMS Vault, the connection either creates a new Clinical Study or Clinical Site record in Medical CRM or updates an existing Clinical Study or Clinical Site record in Medical CRM.

The Clinical Operations to Medical CRM Connection exchanges the following data:

  • From Clinical Operations CTMS Vault to Medical CRM:
    • Clinical Activities created as Vault Clinical Interactions
    • Studies and Study Sites that have been created or updated in your Clinical Operations CTMS Vault
  • From Medical CRM to Clinical Operations CTMS Vault:
    • Calls/Interactions created as Medical Activities
    Vault CTMS Label Medical CRM Label Description
    Person Account Identifies the person with whom the interaction occurred.
    Date Date Date of the Activity/Interaction. May be in the past, present, or future.
    Channel (In person, Video, Phone, Chat/Text, Email, Other) Call Channel (In-Person, Video, Phone, Chat/Text, Email, Other) Method of communication. Picklists match 1:1 in Vault CTMS and CRM.
    Complete (yes/no) Status - If Complete equals Yes, then Status equals Submitted. If Completed does NOT equal Yes, then Status equals Planned. Specifies whether an Activity is planned or has been completed. Allows users to plan activities/calls and others to see those plans.
    From - Populated with the [First Name] [Last Name] ([Email]) of the user that created the interaction within CRM From - Populated with the [First Name] [Last Name] ([Email]) of the user that created the Clinical Activity in Vault Optional. Specifies who created or owns this record in the source system. Allows user in opposing system to reach out for more information.

To use the Clinical Operations to Medical CRM connection, an Admin must complete several configuration steps and activate the connection.

How the Clinical Operations to Medical CRM Connection Works

The Clinical Operations to CRM Connection enables bidirectional sharing of information between a Clinical Operations CTMS Vault and Medical CRM. In Medical CRM, you can select Send to Vault Clinical to send a Call/Interaction from Medical CRM to a connected Clinical Operations Vault as a Medical Activity. Additionally, Clinical Activities you capture in your Clinical Operations Vault are visible in CRM as Vault Clinical Interactions. When you delete a Call or an Interaction in Medical CRM, Vault updates the corresponding Medical Activity in your Clinical Operations Vault by inactivating it when the CRM/Clinical Operations Transfer job runs. Conversely, when you delete a Clinical Activity in your Clinical Operations Vault, Vault updates the corresponding Clinical Interaction in Medical CRM to append “Deleted” to the subject line. This increases visibility of all interactions across both systems.

Additionally, the Clinical Operations to Medical CRM connection allows you to send Study and Study Site records from your Clinical Operations CTMS Vault to Medical CRM. When users create a new Study or Study Site record in the Clinical Operations CTMS Vault, the connection creates a Clinical Study or Study Site record in Medical CRM. When users update an existing Study or Study Site record in the Clinical Operations CTMS Vault, the connection updates the corresponding Clinical Study or Study Site record in Medical CRM, if one is found. If not, the connection creates a new Clinical Study or Study Site record. Finally, if users delete a Study or Study Site record in the Clinical Operations CTMS Vault, the connection updates the status of the corresponding Clinical Study or Study Site record in Medical CRM to “Deleted in Vault Clinical”.

Match Person Records to Accounts

The Clinical Operations to CRM connection uses a unique identifier to “match” person records in your Clinical Operations CTMS Vault to account records in your Medical CRM organization. You can use either standard or custom fields for this mapping. If you choose to establish multiple Clinical Operations to CRM connections to account for multiple Medical CRM organizations, the CRM account identifier must match in each CRM instance. You can specify these unique identifiers when you configure the Clinical Operations to Medical CRM connection.

To perform the tasks described in this article, you must have a security profile that includes the following permissions:

Type Permission Label Controls
Security Profile Objects: Activity
Object Type: Clinical Activity 		Ability to create and edit Clinical Activity records.
Security Profile Objects: Activity
Object Type: Medical Activity 		Ability to read Medical Activity records.