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Salesforce for Life Sciences. Built around your reality.

Turn Salesforce into a connected, compliance-aware environment for commercial and medical engagement

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Craftware›Industries›Salesforce for Life Sciences

Life Sciences CRM is entering a new chapter.

Salesforce is expanding its purpose-built Life Sciences capabilities as organisations make long-term decisions about their CRM landscape.

The platform spans clinical, medical, commercial and patient-facing processes. For pharma and biotech organizations, Craftware focuses on the areas where customer engagement, industry data, enterprise integrations and day-to-day user workflows come together.

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Where Salesforce fits in Life Sciences

  • Commercial

    Give field and account teams a connected view of HCPs, HCOs, interactions, and account priorities.

    Salesforce can bring engagement planning, territory processes and customer insights into the daily flow of work, giving users more relevant context before and after every interaction.

     

  • Medical

    Support scientific engagement with consistent, traceable workflows.

    Connected workflows can support MSL activity, medical inquiry management and access to approved information while preserving the traceability required in regulated environments.

  • Data

    Connect customer context without assuming every data source belongs in CRM.

    Salesforce Data 360 unifies information from Salesforce and external sources, while integrations connect the platform to the wider enterprise landscape.

     

  • AI and automation

    Use Agentforce to support selected Life Sciences workflows with contextual information and automated actions.

    The value of AI depends on the quality of the data, processes and controls behind it. We help organizations identify realistic use cases and prepare the environment required to put them into practice.

Agentforce for Life Sciences: from AI assistance to action

 

Agentforce can support Life Sciences teams by combining enterprise data, approved knowledge and business workflows in a single AI-driven experience.

The value is not in adding an AI assistant to an existing process. It comes from connecting AI to reliable data, clear workflows and the governance required in a regulated environment.

Potential use cases include:

  • Commercial teams: preparing HCP and account context, summarising interactions and supporting next-best actions.
  • Medical teams: helping users access approved scientific information and navigate medical workflows.
  • Service and operations: handling repetitive requests and triggering predefined actions across connected systems.
  • Knowledge access: making approved information easier to find and use without manually searching across multiple sources.
  • Data-driven workflows: using relevant customer and enterprise context to support more informed decisions and actions.

 

What a well-designed Salesforce environment can change
  • Give teams more useful HCP context

    Bring account information, previous interactions and relevant insights closer to commercial and medical users, so they spend less time looking for context and more time acting on it.

     

  • Reduce friction between markets and global teams

    Create shared processes and governance while leaving room for justified local requirements.

     

  • Make commercial operations easier to evolve

    Build an environment where new workflows, channels and business needs can be introduced without continuously adding avoidable complexity.

  • Create a stronger foundation for data and AI

    Connect customer information with the systems and controls required to support reporting, automation and future Agentforce use cases.

Salesforce is part of a wider Life Sciences ecosystem

Salesforce rarely operates as a standalone platform.

It may depend on HCP and HCO master data, content repositories, enterprise data platforms, ERP applications and local market solutions. These connections often reflect years of development across business units and regions.

Craftware starts with that existing landscape.

We map the systems, data flows and operational dependencies surrounding Salesforce before translating business goals into architecture and delivery plans. This helps identify hidden constraints early and keeps platform decisions aligned with the wider environment.

Change at the pace your organization can govern

In Life Sciences, the question is not only how fast Salesforce can change, but how fast the organization can change it with confidence.

Compliance requirements influence architecture choices, testing, documentation, and how changes move into production. Treating them as a late-stage review can create rework and slow down delivery.

Craftware brings compliance awareness into the project from the beginning.

We align delivery controls with the purpose and risk of the process, helping teams maintain traceability without applying the same heavy approach to every change.

From the first architecture discussion to long-term platform development
  • Strategy and architecture
  • Implementation and rollout
  • Data and integration
  • Managed services and continuous evolution

  • Understand the current Salesforce or legacy CRM landscape before deciding what comes next.

    We assess the current environment, identify dependencies and translate business priorities into a practical roadmap.

  • Configure and develop Salesforce around the processes used by Life Sciences teams.

    Our work may include platform configuration, custom development, testing, data migration, release preparation and rollout support.

  • Connect Salesforce with the information and systems required by users.

    We design integration flows, address data quality issues and help define ownership across CRM, enterprise applications and data platforms.

     

  • Keep the environment stable while continuing to introduce improvements.

    Craftware can support release management, optimization, user adoption and the ongoing development of Salesforce after go-live.

    Explore Salesforce Services
Turn HCP engagement into a connected operating model

Effective omnichannel engagement depends on more than campaign execution. Teams need the right operating model, reliable data and clear governance around Salesforce Marketing Cloud.

Craftware helps organizations assess their Salesforce Marketing Cloud environment, enable teams to work more independently and design connected HCP journeys without losing governance.

Explore Omnichannel HCP Engagement
Build the data foundation Salesforce actually needs

We help organizations decide which information should be available in Salesforce, where it should come from and how it should move across the wider ecosystem.

This creates a clearer foundation for integrations, reporting and future Agentforce use cases without introducing another layer of fragmented data.

Case study
1/5

  • Scaling Omnichannel HCP Engagement with Salesforce Marketing Cloud

    For a global pharmaceutical company operating across 80+ countries, Craftware designed a self-service campaign operations model that increased team autonomy without giving up governance. Through structured training, playbooks and ongoing support, the client strengthened internal capabilities and improved key Marketing Cloud skills across teams.

    Read Case Study

  • Managed Service for 5.5k users

    The main objective of the Managed Service is to ensure the handling of errors and requests from users, to answer their queries, and develop a system based on Salesforce Service Cloud. The system is used, among others, by medical and sales representatives to plan and monitor daily activities, as well as to manage communication with doctors and health centers. The system is available both through a web browser and in a mobile version. About 5.500 users in Europe and EEMEA (Eastern Europe, Middle East, and Africa) are working on this solution.

    Read more

  • Assessing and Strengthening Omnichannel HCP Engagement Through a Salesforce Marketing Cloud Health Check

    As local marketing teams began adopting Marketing Cloud Engagement independently across several European markets, the organization needed an objective, evidence-based view of how the platform was actually being used, governed and secured before investing further in scaling it.

    Craftware carried out a structured Marketing Cloud Engagement Health Check, pairing qualitative stakeholder interviews across multiple European affiliates with a comprehensive technical audit of the platform.

    Read Case Study

  • Managed Service supporting users 24/5

    The customer is a young company dynamically developing in the Life Sciences industry that split off from a global organization. Its portfolio includes a wide range of consumables, research services, research processes, and complete production processes.

    The transfer of the company to new structures was related to the necessity of IT systems migration. Craftware was responsible for the migration of systems and adjusting Salesforce Sales Cloud to the needs of users and the new company. The next stage of work was the Salesforce Sales Cloud system maintenance and its development.

    Read more

  • Salesforce implementation in a large pharmaceutical company

    • Access to marketing materials located in different places was facilitated.
    • The cooperation of teams working on the same product or marketing campaign was enhanced.
    • The level of cooperation between marketing specialists was increased.
    • Onboarding of new employees was facilitated.
    • The repository of data and product and project documentation was created.
    Read more
Move Salesforce forward without losing sight of the environment around it.

Whether you are evaluating Agentforce Life Sciences, evolving an existing Salesforce landscape or preparing for a broader CRM transition, Craftware can help turn the next decision into an executable roadmap.