The pharmaceutical industry is one of the most regulated and mission-critical sectors in the world. Drug manufacturing plants are responsible for producing life-saving medicines at scale while meeting strict safety, compliance, and quality standards.
The challenges are immense:
- Regulatory compliance with FDA, EMA, GMP, WHO standards
- Downtime in reactors, HVAC, or packaging lines causing supply disruptions
- Complex distribution ecosystems (dealers, hospitals, pharmacies)
- Warranty contracts and SLAs for equipment like bioreactors and centrifuges
- Rising demand for transparency and traceability in supply chains
Traditional CRMs fail to meet pharma’s compliance-heavy environment. Salesforce Service Cloud + Field Service Lightning (FSL) help drug manufacturers digitize service, automate compliance, and ensure predictive maintenance.
Challenges in Drug Manufacturing Plants
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Compliance & Safety
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Audit-ready records required for every process.
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Downtime Costs
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Even a small delay disrupts supply of essential medicines.
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Distribution Network Complexity
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Hospitals, pharmacies, and global distributors.
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Warranty & SLA Management
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Critical plant equipment under strict SLAs.
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Field Workforce Scheduling
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Requires GMP-trained technicians.
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How Salesforce Service Cloud Helps
- Case Management: Tracks dealer complaints, hospital requests, and compliance incidents.
- Entitlement Automation: Validates warranty/service contracts instantly.
- Omni-Channel Support: Hospitals, pharmacies log cases via email, portals, chat.
- Knowledge Base: SOPs, compliance manuals, drug safety protocols.
- Analytics Dashboards: Real-time SLA and compliance monitoring.
How Salesforce FSL Helps
- Skills-Based Scheduling: Dispatch only GMP-certified technicians.
- Mobile App (Offline): Useful in remote pharma plants.
- IoT Integration: Monitors reactors, HVAC, cold storage units.
- Asset Tracking: Tracks service and compliance history for every machine.
Example
A global pharma OEM integrated Salesforce IoT + FSL. When abnormal temperature was detected in a cold storage unit, Salesforce auto-created a case, and FSL dispatched a technician. Result: batch spoilage reduced by 30% and compliance reporting improved.
Why Perigeon?
- Salesforce Partner with life sciences + pharma expertise.
- Delivered compliance automation, predictive IoT service, SLA dashboards.
- Integrated Salesforce with ERP, MES, LIMS, and regulatory systems.
📩 Contact Perigeon to digitize your pharmaceutical service operations with Salesforce.
