The Conversational, AI-Powered, GxP-Ready Contact Center Built for Life Sciences
The Pressure on Life Sciences Contact Centers Has Never Been Higher
Life sciences teams are under more pressure than ever. Agents are overwhelmed, safety teams are buried in manual triage, and disconnected systems make it nearly impossible to get a complete picture of what’s happening. When 75% of agents are experiencing burnout, something has to change.
That’s precisely why the Compliant Contact Center (CCC) was created — to give life sciences organizations a modern, connected, and compliant way to manage the work that matters most.
What Is CCC?
CCC is a pre-validated, GxP-ready workflow solution built on ServiceNow Customer Service Management (CSM) and powered by USDM’s ProcessX. It unifies intake, triage, escalation, regulatory submissions, and documentation into a single, AI-driven, audit-ready workflow — without requiring customers to validate their entire ServiceNow instance. Think of it as the new digital front door for safety, quality, regulatory, and clinical teams. Everything comes in cleanly. Everything moves through the correct workflow. Everything is audit-ready.
Why CCC Matters
Life sciences organizations need a modern, intelligent, and compliant way to manage intake, triage, and escalation — without introducing new validation burdens or technical debt. CCC automatically separates GxP from non-GxP data, applies the correct controls, and keeps everything 21 CFR Part 11‑ready. No more manual segregation. No more risk of data mixing.
AI does the heavy lifting to achieve compliance without the friction. From early triage to duplicate detection to risk scoring, CCC uses AI to ensure every case starts in the right place. This frees agents from manual triage, allowing them to focus on meaningful safety analysis.
And it scales across the business—not just one team. CCC supports clinical operations, safety reporting, field service, supply chain, commercial teams, and more. Whether it’s a product complaint, an IT qualification request, or trial site onboarding, the workflow is consistent, compliant, and quick.
In short, CCC becomes your compliant workflow engine across the value chain.
How It Works
Cases flow in from anywhere — email, phone, chatbot, portal, SMS, or another system. CCC classifies the event using AI, determines whether it’s GxP or non-GxP, and applies the correct workflow instantly. Agents get a clean, guided path from intake to resolution, and on the backend, CCC integrates directly with systems like Argus, Veeva, Oracle, and QMS platforms.
The result is a single, intelligent hub for every regulated workflow that used to cause massive delays on contact center teams.
Where CCC Delivers Real Impact
CCC shines wherever compliance, speed, and accuracy matter most:
- Adverse event intake & reporting
- Product complaints & CAPA
- Clinical site onboarding & trial support
- Equipment qualification & lab operations
- Vendor oversight & third‑party risk
- Cold chain & field service workflows
These aren’t hypothetical use cases — they’re real processes that customers are already streamlining today.
The Results Speak for Themselves
Customers using CCC consistently report dramatic improvements:
- 58% faster case handling
- 40–60% faster triage thanks to AI
- 30–40% of non-reportable events filtered out automatically
- $1.5M+ saved annually through reduced manual intake labor
- 50% faster regulatory submissions
- $3–$5M in avoided audit penalties
This isn’t a small optimization — it’s a shift in how regulated work gets done.
Why USDM + ServiceNow Is the Winning Combination
USDM brings:
- 25+ years of life sciences compliance
- 900+ GxP customers served
- ProcessX — the only fully validated automation engine for ServiceNow
- CSA-aligned validation, VLM automation, and AI governance frameworks
- Deep expertise across PQS, PV, QC, manufacturing, and clinical workflows
ServiceNow brings:
- The industry’s leading enterprise workflow platform
- Built-in predictive and generative AI
- A unified data model across front- and back-office functions
- Integration Hub, AI Agent Studio, and omnichannel capabilities
- A platform already deployed in 325+ life sciences organizations
Together, CCC delivers the only true enterprise-grade, validated CRM and contact center solution for life sciences. If you are ready to transform your contact center operations, give us a call, and we’d be happy to share a demo or visit the ServiceNow Store.
