Monday, December 22, 2025
Salesforce, the world’s leading AI-powered CRM platform, has announced that Novartis, a global innovator in medicines, has selected Salesforce’s Agentforce Life Sciences for Customer Engagement to elevate how it connects with patients and healthcare professionals (HCPs) worldwide. This strategic move reflects Novartis’ commitment to delivering more personalized, data-driven, and compliant interactions across the healthcare ecosystem.
Through this collaboration, Novartis aims to bridge patient and HCP experiences while enabling its internal teams to concentrate on high-value, strategic engagement. By leveraging Agentforce Life Sciences, Novartis will streamline and unify customer interactions across critical functions, including marketing, sales, patient services, medical affairs, market access, and other service-oriented stakeholders. As a result, teams can work more cohesively while delivering intelligent and consistent experiences at every touchpoint.
Building on a strong foundation of existing Salesforce investments, Novartis plans to expand its use of Salesforce technologies across its global operations. These include Agentforce Health, Data 360 for Health & Life Sciences, MuleSoft for Life Sciences, and Agentforce Marketing. Together, these solutions will allow Novartis to harmonize data, orchestrate engagement more effectively, and gain deeper insights into customer needs throughout the healthcare journey.
Looking ahead, Novartis intends to roll out Salesforce’s Agentforce 360 for Life Sciences platform globally over the next five years. This phased deployment is designed to significantly simplify experience orchestration across teams while embedding compliance and customer intelligence directly into workflows. By doing so, Novartis expects to reduce operational complexity and empower teams with AI-driven insights that support faster, more informed decision-making.
Moreover, the Agentforce 360 platform enables tighter integration across business units, ensuring that every interaction is aligned around the customer. With AI and data harmonization at its core, the platform helps surface actionable insights in real time, while also maintaining strict regulatory compliance—an essential requirement in the life sciences industry.
This expanded collaboration highlights Salesforce’s broader vision of transforming engagement models within life sciences. By bringing together AI, automation, and unified data, Salesforce aims to help organizations move beyond fragmented systems and toward seamless, personalized engagement strategies that benefit both healthcare professionals and patients.
Commenting on the partnership, Salesforce emphasized the industry-wide impact of this collaboration.
“The expanded partnership with Novartis underscores our commitment to transforming how the life sciences industry engages with marketing, sales, and medical stakeholders,” said Frank Defesche, General Manager of Life Sciences at Salesforce. “By unifying engagement on Agentforce Life Sciences, we’re providing the foundation for more personal, accurate, and connected experiences. This collaboration is ultimately about getting the right therapies to the patients that need them.”
Ultimately, the partnership between Salesforce and Novartis demonstrates how advanced AI-driven platforms can reshape healthcare engagement on a global scale. By unifying systems, simplifying processes, and enabling intelligent personalization, Novartis is positioning itself to deliver more meaningful outcomes for patients and healthcare professionals alike, while reinforcing its long-term digital transformation strategy.
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