Biopharmaceutical company AstraZeneca has chosen Salesforce’s AI-based CRM solution to transform its global customer engagement. Specifically, it is the Agentforce Life Sciences for Customer Engagement platform, a business software solution developed by Salesforce specifically aimed at the life sciences sector, such as pharmaceuticals, biotechnology and healthcare organizations. Its main purpose is to transform the way these companies relate to their key customers, particularly healthcare professionals and other actors in the healthcare ecosystem through the use of data and artificial intelligence.
The company wants to foster stronger relationships with healthcare professionals through data-driven interaction powered by artificial intelligence. This step supports AstraZeneca’s commitment to push the boundaries of science and deliver life-changing medicines in oncology, rare diseases and biopharmaceuticals, including cardiovascular, renal and metabolic, as well as respiratory and immunological.
Most significant interactions
With Agentforce Life Sciences, Salesforce wants to help AstraZeneca usher in a new era of intelligent engagement, redefining customer relationships and accelerating business growth. This partnership will allow teams to focus on strategic customer outcomes and the most meaningful customer interactions.
Expanding its scope for AstraZeneca, Salesforce will support Agentforce 360 for Life Sciences as the global, comprehensive customer engagement solution for AstraZeneca, including:
- Medical-commercial coordination: Consolidation of the knowledge of health professionals and superficial context between teams.
- Custom interaction: Expanded operations across key account, reimbursement and field teams with recommendations on best course of action. AstraZeneca will also coordinate and automate digital campaigns across multiple channels based on customer preferences.
- Model Context Protocol (MCP) Interoperability: By extending its composable architecture with Salesforce’s Mulesoft Agent Fabric, AstraZeneca will coordinate the actions of internal and external agents across field work, business operations, and across brands and regions, enabling its service teams and AI agents to work seamlessly together.
“This partnership with AstraZeneca represents a clear step toward creating intelligent, proactive customer engagement in healthcare and science with their choice of Agentforce Life Sciences for Customer Engagement,” said Frank Defesche, senior vice president and general manager of Life Sciences at Salesforce. “Together, we will equip AstraZeneca teams with the latest technology to deliver personalized engagement and accelerate the delivery of life-changing medicines to patients around the world.”
Prioritize the agent and the company
The new module seeks to solve a critical industry challenge: Burnout physicians have to analyze 75% more information per medication than a decade ago, but barely a third of HCPs feel their needs are met and continue to feel overwhelmed by pharmaceutical and medical device organizations. Amid increasing scrutiny and pressure from distribution channels, Life Sciences Cloud employs digital workforce to cut through the noise, drive meaningful engagement, and help close gaps in healthcare.
Salesforce helps AstraZeneca usher in a new era of intelligent engagement, redefining customer relationships
Built natively on the unified Salesforce platform, Life Sciences Cloud for Customer Engagement goes beyond traditional CRM and delivers a consumer-grade conversational user experience with enterprise-grade security right in the workflow, so reps can make the most of their limited time with overwhelmed professionals.
Plus, with audio dictation notes, supporting scoring, radio-like feature reporting, and concise account summaries, on-the-go representatives can access vital information 24/7 to help healthcare professionals better treat their patients.
