• 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:



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








• 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:





Real-World Use Cases in Regulated Environments
Adverse Event Intake Streamlined with AI Triage
Complaint Management for Biopharma Compliance
AI-Driven Complaint Backlog Eliminated
CCC Powers Compliance-Driven Workflows Across the Life Sciences Value Chain
Adverse Events & Product Complaints
Regulatory Inquiries & CAPA
Field Service Management
Third-Party Risk Management
Sales & Order Management
Organizations Deploying CCC Report:
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
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.



