Novartis, a leading company in the development, production and commercialization of medicines, has selected Salesforce’s Agentforce Life Sciences for Customer Engagement solution to strengthen its relationship with its customers by connecting the experiences of patients and healthcare professionals (HCPs) and allowing their teams to focus on more strategic and higher-value interactions. This initiative strengthens the relationship with its clients through a more integrated and personalized vision of the healthcare ecosystem.
Building on its previous investments in Agentforce Health, Data 360 for Health & Life Sciences, MuleSoft for Life Sciences and Agentforce Marketing, Novartis plans to unify customer engagement across key areas such as marketing, sales, patient services, medical affairs, go-to-market and other teams involved, thereby optimizing the relationship with its customers. The goal is to offer more consistent, intelligent and connected healthcare touchpoints that drive a stronger and more consistent relationship with your customers.
Long-term collaboration agreement
Novartis plans to deploy Agentforce 360 for Life Sciences globally over the next five years, with the goal of radically simplifying coordination between teams and improving both the internal and external experience, strengthening the relationship with its customers. The platform will allow the company to operate in a more integrated way around the customer, incorporating regulatory compliance capabilities and customer insights directly through artificial intelligence and data harmonization, contributing to a more informed and effective relationship with its customers.
“The expansion of our collaboration with Novartis reinforces our commitment to transform the way the healthcare and scientific sector interacts with marketing, sales and medical affairs teams, strengthening the relationship with their customers,” said Frank Defesche, General Manager of Life Sciences at Salesforce. “By unifying interaction on Agentforce Life Sciences, we are laying the foundation for more personal, precise and connected experiences. Ultimately, this collaboration aims to get the right therapies to the patients who need them.”
The implementation transforms the way in which the healthcare and scientific sector relates to marketing, sales and medical affairs teams.
The alliance with Novartis underlines Salesforce’s commitment to promoting the digital transformation of the pharmaceutical, healthcare and scientific sectors, facilitating more efficient, personalized and patient-focused customer relationship models. With this CRM solution, companies in the pharmaceutical, biotechnology, biopharmaceutical, animal and consumer health, and medical technology sectors can maintain healthier customer relationships with healthcare personnel, partners, and patients through data-driven, regulatory-compliant, and Agentforce-compatible interactions.
