We are delighted to present to you our Shaman Hero for June 2024 -

Călin Rusu, Omnichannel Engagement Manager at Novartis Romania, in transition to a new and exciting role as Customer Experience Manager.

In his OEM role, Călin oversaw activity and content created in multiple Shaman accounts and has been involved in the creation of both CLM and email content for over four years. We're excited to further explore his expertise in crafting engaging content with Shaman.

My name is Călin Rusu and I´m a Omnichannel Engagement Manager at Novartis.

What swayed you to choose our product?

Intuitive, offers many easy-to-use options, connects with Veeva Vault, has AI assets, and is evolving continuously.

How has our product and services improved your workflow or made your job easier?

Seamless upload process, common assets library, enhanced creativity.

How did the time-to-market improve?

When using Shaman in our creative processes (both RTEs/MTEs and CLMs) and upload process the time spent is incomparable with what was the standard before. From a few days to have the asset in 5 min - 1 hour (if it is something more complicated). The upload after approval is taking no more than 15 minutes if the MLR is ready, compared with a minimum of 24 hours before Shaman + Vault.

What do you like most about Shaman?

Ergonomic, intuitive, advanced features, connection with Vault.

How would you rate the overall quality of Shaman?

How easy was it to start using Shaman?

How easy is it to create and update content in Shaman?

How fast is it to create and update content in Shaman?

How likely are you to recommend Shaman to other colleagues?

Could you share a handy tip with us from your experience using Shaman?

Spend more time at the beginning to build custom blocks with standard fields and then you can allow yourself to spend more time on creativity.

Could you tell us what you think makes a great subject line?

The one that is generating a high Open Rate. Sometimes I take more subject lines and create a drop-down custom text field for the KAM to choose, depending on HCP persona.

Do you have a Shaman feature you use that none of your colleagues know about?

I started to use gifs and I consider creating gifs as dynamic explanations of mechanisms of action or similar. The only issue is the dimension supported.

Tell us about your go to Design template... (was it easy to create, what elements of the email editor did you use, etc)

The use of Design module is extremely easy. Only drag and drop or a few clicks to upload images. The only thing for me to remember is to always check the mobile look and make settings to fields that are adjusting from desktop to mobile.

What would be your best tips for CLM in Shaman?

Make the navigation menu very dynamic, so in a face-to-face meeting, the KAM can find the info as fast as possible.

Could you tell us how you managed the content creation and upload to Veeva Vault (or OnCore Vault) process before you started using Shaman?

What was the biggest difference you noticed when you started using Shaman?

Sending the content directly to Vault is time-saving and can reduce errors. Before having ShamanGo we were extracting content, preparing MLR offline, opening a ticket for upload (before having access directly to Vault), seeing if the material was rendering well, coming back to the agency if something was wrong, and so on. I do remember that only for uploading an RTE you could spend up to 5-7 days.

Can you give your colleagues a tip on how you speed up email creation?

Re-use content, use custom blocks, and upload many images in the library to have many options when I need them.

Do you work with different content per customer segment or persona? If so, how do you tackle that?

Yes. Build fragments and different subject lines.

Have you noticed any difference in the happiness and performance of your field force since you started using Shaman?

The field force only sees the end product. A few of them are interested in technicalities and sometimes we onboard them in learning sessions.

What would be your top 5 do´s and dont´s when it comes to omnichannel marketing?

Don't reuse the same content more than 3 times. Create as many interaction opportunities as possible. Go fast to the subject and don't make the clients scroll down too much. Prepare persona-adapted content.

Do you think our Help Center is a useful resource? If so, which articles would be on your must-read list?

Yes. They are very fast in solving our requests.

As a top user, you must have met our support team by now. How has your experience been contacting them since you started using Shaman?

Very good experience. It makes you feel that Shaman really cares about my needs.

What handy features do you think are currently missing from Shaman?

Content variation based on persona description. Web page HTML creation.

What services currently not available in Shaman would you like us to provide? Eg. creation of content, localization, design services, etc

End-to-end service to have the content directly in Salesforce (based on access to Veeva Vault).

How do you see the Pharma industry in the future in terms of Omnichannel and HCP interaction?

Understanding customers’ needs and customizing content in real time. All the processes will be automated to increase productivity.

What do you think will be the biggest trend for multichannel content?

Deploy content through apps mostly used by individuals (promo partnership that will generate secondary income for app owners).

What will be the focus of multichannel content in your team in the next 12 months?

Adapting to personas to create optimum CX.

What is your dream vacation destination?

Norwegian fjords.

What do you like to do when you´re not creating content?

Swimming, cycling, aquarium aquascaping, prospect real estate opportunities.

Tell us about a podcast, training course or ted talk that you could recommend to colleagues who do the same job as you?

Anything from Simon Sinek and new trends in Customer Experience.
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