Veeva Vault - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Veeva Vault and OpenText Core Case

1. Medical Information Inquiry Case Management

Data flow: OpenText Core Case ? Veeva Vault

When a medical information team opens a product inquiry or adverse event-related question in OpenText Core Case, the case can automatically pull approved product documents, labeling, FAQs, and response templates from Veeva Vault. This gives agents a single case view with compliant source content and ensures responses are based on the latest approved materials.

• Improves response consistency and regulatory compliance
• Reduces time spent searching for approved content
• Creates an auditable link between the case and the source document used

2. Complaint Investigation and Quality Document Retrieval

Data flow: OpenText Core Case ? Veeva Vault

For product complaints, OpenText Core Case can initiate an investigation and retrieve related quality procedures, batch records, deviation forms, and CAPA documents from Veeva Vault. As the investigation progresses, updated findings, attachments, and resolution notes can be written back to the case record and linked to the relevant quality documents.

• Supports faster complaint triage and root-cause analysis
• Improves traceability across quality and case records
• Helps standardize investigation workflows across teams

3. Regulatory Submission Support for Case-Driven Issues

Data flow: OpenText Core Case ? Veeva Vault

When a compliance, safety, or product issue requires regulatory follow-up, OpenText Core Case can route the case to Veeva Vault for submission-related document preparation. Supporting evidence, correspondence, and case summaries can be packaged into the appropriate submission workspace in Veeva Vault for review, approval, and archival.

• Speeds preparation of regulated submission packages
• Ensures case evidence is preserved in a controlled document environment
• Reduces manual rekeying between case and regulatory teams

4. Promotional Material Review and Issue Escalation

Data flow: OpenText Core Case ? Veeva Vault

If a field complaint, customer service issue, or compliance concern involves promotional content, OpenText Core Case can escalate the issue to Veeva Vault for medical, legal, and regulatory review. The relevant asset, claim, or campaign material can be attached to the case, and the review outcome can be returned to the case for closure and reporting.

• Creates a controlled escalation path for content-related issues
• Improves governance over promotional claims and materials
• Helps compliance teams track review decisions in context

5. CAPA and Corrective Action Documentation

Data flow: OpenText Core Case ? Veeva Vault

When a case results in a corrective or preventive action, OpenText Core Case can trigger the creation of CAPA-related tasks and link them to controlled procedures, forms, and evidence stored in Veeva Vault. Once actions are completed, final CAPA documentation can be stored back in Veeva Vault for retention and audit readiness.

• Connects case resolution to formal quality action management
• Improves accountability for assigned remediation steps
• Supports audit trails across investigation and document control

6. Clinical Trial Document Issue Resolution

Data flow: OpenText Core Case ? Veeva Vault

Site queries, document discrepancies, or protocol-related issues captured in OpenText Core Case can be linked to the relevant clinical trial documents in Veeva Vault. Case handlers can access the current approved protocol, informed consent forms, and site instructions while investigators track resolution status and communications in the case system.

• Reduces delays in resolving site and document issues
• Ensures teams work from approved clinical content
• Improves visibility into recurring trial document problems

7. Compliance Case Evidence Management

Data flow: OpenText Core Case ? Veeva Vault

For internal compliance investigations, OpenText Core Case can serve as the case hub while Veeva Vault stores controlled evidence such as policies, SOPs, training records, and approval histories. Evidence collected during the case can be archived in Veeva Vault to maintain a complete, immutable record for audits and inspections.

• Centralizes evidence collection and case tracking
• Strengthens inspection readiness and retention controls
• Provides a reliable chain of custody for regulated records

8. Cross-Functional Escalation and Resolution Workflow

Data flow: Bi-directional

OpenText Core Case can manage the operational workflow for investigations, escalations, and task assignments, while Veeva Vault provides the governed content repository for approved documents, reference materials, and final records. Status updates, approvals, and resolution outcomes can sync between both systems so quality, regulatory, medical, and customer support teams work from a shared process.

• Improves collaboration across regulated business functions
• Eliminates duplicate tracking of case status and document status
• Creates a more complete end-to-end record of issue resolution