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Elevating Pharma Engagement: AI’s Scalability
Learn how Life Science Cloud leverages AI and data to scale engagement with both patients and HCPS from clinical to commercial. Ensure your communications finds the right people at the right time.

, GM, Pharma | Solutions and Strategy, Salesforce

, Director, Business Technology Solutions, AbbVie

Role: Operations
Industry: Healthcare and Life Sciences
Topic: Data
Session Level: Informational/Overview/Introductory
Session Tracks: Health and Life Sciences (HLS)
Available on Salesforce+: Watch now
  • Wednesday, May 2211:45 AM - 12:05 PM CDT
    (4:45 PM - 5:05 PM GMT)
    Theater 7 (Campground, Level 3)
  • Thursday, May 2312:15 PM - 12:35 PM CDT
    (5:15 PM - 5:35 PM GMT)
    Theater 4 (Campground, Level 3)
Session Summary by Einstein: At Connections, Gordon Friesen shared the transformative potential of Life Sciences Cloud (launching in June) to enhance patient services. Anand Padmanaban from AbbVie's business technology solutions shared the success of their one PRM platform, which leverages Service Cloud, Health Cloud, Marketing Cloud, and Experience Cloud to provide a unified patient experience. Key metrics from their implementation include supporting over 150,000 new patients and delivering over 2.2 million personalized emails.
Key Takeaways by Einstein:

• The one PRM platform developed by AbbVie has significantly improved patient enrollment, access to therapy, and adherence by providing a 360-degree view of patient data and personalized resources.

• Anand Padmanaban emphasized the importance of utilizing Health Cloud's out-of-the-box features to avoid unnecessary customizations and technical debt, enhancing the speed and efficiency of patient service operations.

• Future advancements in the one PRM platform focus on hyper-personalized patient support, with a substantial increase in patient interactions and the planned use of AI to further improve agent performance and patient outcomes.

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