Novartis is continuing to expand its digital customer strategy and has decided to implement Salesforce Agentforce Life Sciences for Customer Engagement. The aim is to strengthen connections with patients and healthcare professionals worldwide while standardizing internal processes. The new platform will give teams more time for strategic and content-relevant customer contact.

Standardized processes along the value chain

The decision fits into an existing system landscape in which Novartis has already integrated solutions such as Agentforce Health, Data 360 for Health & Life Sciences, MuleSoft for Life Sciences, and Agentforce Marketing. In the future, marketing, sales, patient services, medical departments, market access, and other service stakeholders will work more closely together. The goal is to create consistent and data-driven touchpoints in healthcare.

Novartis plans global rollout

Novartis plans to roll out the software worldwide within the next five years. The platform is designed to significantly simplify coordination between international teams and enable a stronger focus on individual customer needs. Compliance features and deeper customer insights are integrated directly into the platform. These are supported by AI-powered analytics and data harmonization.

Focus on connected and intelligent customer engagement at Novartis

According to Frank Defesche, General Manager of Life Sciences at Salesforce, the expanded collaboration with Novartis demonstrates how interaction within the life sciences industry with marketing, sales, and medical stakeholders can be further developed. Defesche emphasizes that standardization on the Agentforce Life Sciences platform creates a basis for more personalized, precise, and connected experiences. The goal is to give patients access to exactly the therapies they need.