Salesforce is expanding its footprint in the global life sciences sector as Novartis selects Agentforce Life Sciences to transform how it engages with patients and healthcare professionals worldwide. The decision highlights how AI powered CRM platforms are becoming central to modernizing customer engagement models across highly regulated industries such as pharmaceuticals, where personalization, compliance, and data integrity are critical.
Salesforce, the world’s leading AI CRM provider, announced that Novartis will deploy Agentforce Life Sciences for Customer Engagement to better connect experiences across patients, healthcare professionals, and internal teams. The initiative builds on Novartis existing Salesforce investments, including Agentforce Health, Data 360 for Health and Life Sciences, MuleSoft for Life Sciences, and Agentforce Marketing. Together, these capabilities are designed to unify engagement across marketing, sales, patient services, medical affairs, market access, and other service functions.
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By integrating these systems, Novartis aims to reduce fragmentation and enable teams to focus more on meaningful, strategic interactions rather than operational complexity. Salesforce said the approach allows engagement to be orchestrated around a single, intelligent view of the customer, with AI driven insights and compliance controls embedded directly into workflows.
Over the next five years, Novartis plans to roll out Salesforce Agentforce 360 for Life Sciences globally. The long term objective is to simplify how teams collaborate and interact with customers across regions and functions. With data harmonization and AI embedded at the platform level, Novartis expects to deliver more cohesive and personalized experiences while meeting strict regulatory and governance requirements that define the life sciences industry.
The move reflects a broader industry trend toward connected engagement models that bring together commercial, medical, and service teams around shared data and insights. As healthcare professionals and patients increasingly expect tailored and relevant interactions, life sciences companies are turning to AI powered platforms to support smarter engagement at scale.
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“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.”
For Salesforce, the selection further validates its strategy of building industry specific AI solutions that go beyond traditional CRM use cases. Agentforce Life Sciences is designed to help organizations connect data, automate engagement, and surface insights across complex stakeholder ecosystems, all while maintaining transparency and trust.
For Novartis, the initiative represents a step toward a more integrated, customer centric operating model where AI supports decision making and engagement across the entire lifecycle. As digital transformation accelerates across healthcare, platforms like Agentforce Life Sciences are becoming essential infrastructure for companies seeking to balance innovation with responsibility.
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