Astellas: Breaking Access Barriers with Veeva Compliant Chat

Astellas, a large Tokyo-headquartered biopharma company, struggled to reach healthcare professionals (HCPs) through traditional engagement methods. It deployed Veeva Vault CRM Engage compliant chat, alongside Veeva Crossix, Network MDM, OpenData, and Vault CRM. Results: nearly half of all chats (47%) are now initiated by HCPs rather than field teams, giving access to previously hard-to-reach HCPs and letting field teams refine messaging before in-person interactions. Per Johan Brus, Lead, Global Omnichannel CRM Activation, Astellas: "With Engage compliant chat, we're accessing HCPs we couldn't before, we're getting opportunities to fine-tune messaging before in-person calls, and HCPs are receptive. Nearly half of all chats are now initiated by HCPs."

Veeva Systems is the dominant CRM and content platform in pharma commercial, regulatory, clinical and quality operations, now shipping AI agents directly inside those same production systems.

This sits in the Ship stage of the AI use-case lifecycle: Named examples from the vendors pharma teams use to get an AI system live inside a real, regulated production workflow — validation, CRM, safety and clinical systems of record.