Global healthcare company Viatris is embarking on a significant digital transformation, consolidating its customer engagement activities onto a single, unified platform. The company announced the deployment of Salesforce's Agentforce Life Sciences for Customer Engagement platform, a move designed to streamline interactions with customers and healthcare professionals across its vast global footprint.
This strategic integration will cover Viatris' medical, commercial, and patient-support functions in more than 165 countries and territories. The primary objective is to enable connected and data-driven engagement, providing Viatris with a real-time, comprehensive view of customer information and interactions across all markets.
Modernizing Global Engagement with AI
The Salesforce platform is equipped with advanced automation, analytics, and Agentforce artificial intelligence capabilities. These tools will be leveraged across Viatris' diverse commercial segments, channels, and geographies to modernize engagement activities. The system will also facilitate the management of critical operational aspects, including field visits, event logistics, and approval workflows. Furthermore, it will power integrated marketing campaigns delivered through various digital channels such as email and SMS.
Salesforce emphasized that the platform is engineered to support multichannel engagement across Viatris' extensive commercial presence. Field teams will benefit from desktop and tablet-based functionality, featuring offline synchronization capabilities, ensuring continuous access to vital customer information and engagement tools, even without an immediate internet connection.
"Viatris' selection of Agentforce Life Sciences is a testament to the power of our unified platform and AI-first approach," stated Joe Ferraro, Senior Vice President and General Manager, Agentforce Life Sciences at Salesforce, highlighting the significance of the partnership.
While the financial terms of the agreement were not disclosed, this deployment signifies Viatris' commitment to enhancing its operational efficiency and improving how it connects with healthcare professionals and patients worldwide through cutting-edge technology.