• MAXIMIZE SERVICENOW ROI WITH COMPLIANT CASE MANAGEMENT, AUTOMATED TRIAGE, AND AUDIT-READY WORKFLOWS

A Smarter, Safer Path to Contact Center Compliance

Life sciences organizations face mounting pressure to manage adverse events, product complaints, CAPAs, and regulatory inquiries with speed and accuracy.
But legacy systems and manual triage create bottlenecks:

75% of agents risk burnout, 1 in 3 may quit
Disconnected systems lead to slow response times, duplicate effort, and compliance gaps
Manual processes drive higher labor costs, audit risk, and poor visibility across the enterprise

The result? Increased compliance risk, higher costs, and delays that put patient safety at risk.

• REDUCING MANUAL EFFORT AND BREAKING DOWN SILOS ACROSS SAFETY, QUALITY, AND REGULATORY TEAMS

Introducing USDM’s Compliant Contact Center (CCC)

Built on ServiceNow Customer Service Management (CSM) and powered by USDM’s ProcessX, the Compliant Contact Center (CCC) is a validated, AI-powered solution built for life sciences. It streamlines intake, triage, escalation, and resolution into one compliant workflow. With omnichannel support, enterprise scalability, and 21 CFR Part 11 compliance baked in, CCC ensures audit-ready traceability while improving response times, lowering compliance risk, and driving operational efficiency.

With CCC, you can:
Accelerate compliance operations 5×
Reduce triage time by 40–60%
Cut intake labor costs by $1.5M+ annually
Eliminate 30–40% of non-reportable events before they reach safety systems

• EXTEND SERVICENOW TO GXP BUSINESS AREAS

Built for Life Sciences Compliance

CCC comes validated and audit-ready with 21 CFR Part 11 compliance baked in. It automates intake, triage, escalation, and documentation, giving you a single hub for GxP and non-GxP workflows.

Key features include:

AI triage engine for automated case classification and routing
Omnichannel intake (email, portal, phone, chatbot)
Seamless integrations with Argus, Veeva, and other safety systems
Audit-ready workflows with full traceability from intake to resolution
Enterprise scalability with predictable, flat-rate pricing
• WHERE COMPLIANCE MEETS MEASURABLE IMPACT

Real-World Use Cases in Regulated Environments

USDM’s Compliant Contact Center (CCC) has helped life sciences organizations modernize adverse event intake, complaint handling, and compliance operations.
By unifying workflows on ServiceNow and leveraging AI-powered triage, CCC delivers faster, more accurate, and more cost-effective results across safety, quality, and regulatory functions.

Adverse Event Intake Streamlined with AI Triage

58% reduction in case handling time, cutting labor costs by $1.5M annually
30–40% of non-reportable events filtered automatically before reaching safety systems
50% faster regulatory reporting, reducing risk of late submissions

Complaint Management for Biopharma Compliance

75% reduction in manual resources, freeing staff for higher-value safety analysis
Complaint backlog eliminated, achieving full compliance with adverse event reporting
$3M–$5M in potential audit penalties avoided through validated, audit-ready workflows

AI-Driven Complaint Backlog Eliminated

Backlog of potential complaints and service records fully eliminated, ensuring no missed reporting deadlines
75% reduction in manual resources, with a long-term goal of maintaining only 40% of the original staffing need
Continuous validation and monitoring of the AI model ensured regulatory compliance while adapting to new data sources
• MISSION-CRITICAL COMPLIANCE, SIMPLIFIED

CCC Powers Compliance-Driven Workflows Across the Life Sciences Value Chain

From adverse event intake to vendor oversight, the Compliant Contact Center unifies regulated workflows across the life sciences value chain—reducing risk, improving efficiency, and ensuring audit-ready compliance at every step.

Adverse Events & Product Complaints

AI filters duplicates, automates triage, and accelerates regulatory submissions.

Regulatory Inquiries
& CAPA

Ensures timely, accurate responses with validated documentation.

Field Service
Management

Dispatches qualified resources for IT asset qualification, trial site support, and cold chain monitoring.

Third-Party Risk Management

Streamlines vendor qualification and oversight with structured intake and monitoring.

Sales & Order
Management

Enables compliant controlled substance tracking, order fulfillment, and sample accountability.
• IMMEDIATE, MEASURABLE IMPACT

Organizations Deploying CCC Report:

50% faster regulatory reporting
$3M–$5M in avoided audit penalties
58% reduction in case handling time
Improved uptime and audit readiness across labs, clinics, and manufacturing

USDM brings a rare blend of GxP rigor and innovation. The addition of Now Assist puts best‑practice AI at our teams’ fingertips—always with the human checks regulators expect.

Jon Cohen – Head of Life Sciences Industry–Americas, ServiceNow 

• ACCELERATE YOUR DIGITAL JOURNEY FROM IT, TO QUALITY, TO MANUFACTURING

Why USDM + ServiceNow

USDM brings over 25 years of life sciences compliance expertise and has served more than 900 GxP-regulated GxP companies.
Combined with ServiceNow’s enterprise-scale platform, CCC is the only validated path to an AI-powered, compliant life sciences contact center.

Together, we help you:
Enhance compliance and reduce risk
Drive operational efficiency with automation
Unlock data-driven insights with AI and predictive analytics
Scale across business functions for long-term value

Ready to Transform Your Contact Center?

Contact USDM to explore how CCC can modernize your GxP operations and safeguard patient safety.