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Pharmaceutical CRM Software Benchmarking in 2023

3 Mins read

The pharmaceutical industry is undergoing rapid transformations with the development of AI-powered systems. Recent research shows that 80% of biopharma leaders plan to quicken digital transformation within their company to keep up with recent developments such as algorithm designed drugs or accelerated medicine design processes.1 Customer Relationship Management software helps pharmaceutical companies foster this digital transformation by automating repetitive tasks, managing documents, and providing advanced reports and analytics.

In this article, we provide business leaders with a benchmarking on the available pharma CRM platforms in the market. So, businesses can make informed choices in their vendor selection process and find the right pharmaceutical CRM software for their business.

8 Pharma Customer Relationship Management (CRM) software benchmarking

Vendors list Employee size Number of
reviews
Ratings Free trial Pricing
Creatio 673 404 4.6/5 Starts from $25 /
month per user
monthly subscription
Freshsales 7,870 6,574 4.4/5 Starts from $15 /
month per user
Hubspot Marketing Hub 9,191 18,055 4.4/5 Starts from $45 /
month per user
billed annually
Pipedrive 970 4,960 4.25/5 Starts from $14.90 /
month per user
Scilife 74 81 4.4/5 Not provided
Veeva CRM 7,940 62 4.1/5 Starts from $200 /
per month
Vtiger 177 773 4.2/5 Starts from $30 /
month per user
billed annually
Zoho CRM 18,994 9,724 4.15/5 Starts from $14 /
month per user
billed annually

*Ratings are derived from the average scores on software review platforms G2, Capterra, and Trustradius.

Vendors list Low-code/no-code
development
AI-powered automation Adverse events
monitoring
Closed loop
marketing
Inventory cycle
management
Omnichannel
communication
Creatio Email
Live chat 24/7
SMS
Phone
Zoom
Freshsales Email
Live chat
SMS
Phone
Zoom
Hubspot Marketing Hub Not provided Email
Live chat
Phone
Pipedrive Email
Live chat
Zoom
Scilife Community
Knowledge base
Veeva CRM Not provided Email
Knowledge base
Vtiger Low-code Email
Live chat
Phone
Zoho CRM Email
Phone
SMS
Live chat

Vendor selection criteria

As there are various vendors offering pharma CRM software tools, we narrowed down our benchmarking based on certain criteria, such as the number of B2B reviews. We selected these criteria as they are public and verifiable through vendors’ websites or software review platforms. We included companies with:

  • 50+ employees
  • 60+ reviews on software review platforms such as G2, Capterra, and Trustradius.

Disclaimer:

The data is gathered from the websites of vendors or the software review platforms (i.e., ratings). Please keep in mind that some vendors provide a variety of services (e.g., Hubspot), while some are only focused on CRM. That’s why, both their company size and the number of reviews may differ. If you believe we have missed any vendor or any feature, please contact us so that we can consider adding it to our article.

Transparency statement: AIMultiple serves numerous emerging tech companies, including Creatio.

> Essential Features of Pharmaceutical CRM Software

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The pharma industry has specific needs that differ from other sectors. As such, pharma CRM software often comes with tailored features. Here are some of the most common features to look out for in a CRM solution:

1- Low-code/no-code development

Technical complexities inside a CRM system might result in delayed answers to customer-related issues, as users frequently demand IT assistance for solutions. Low-code/no-code development allows pharmaceutical companies to tweak and customize their CRM platforms with minimal IT intervention. This means quicker adaptations to new regulations, faster response to market changes and customer issues, and a CRM that grows with the company’s needs.

For more on no-code CRM systems and use cases, check out our article.

2- AI-powered automation

The pharmaceutical world is data-rich, from clinical trials to patient feedback. AI-powered automation in CRM systems can analyze this vast data, identifying patterns and insights that might be missed by the human eye. AI-powered data analytics can provide market demand predictions, sales strategies, and even flag potential adverse reactions faster than traditional methods.

3- Adverse events monitoring

Patient safety is one of the most critical requirements in the pharmaceutical industry. A robust CRM system should have a dedicated module for tracking and managing reported side effects or negative reactions to medications. This not only ensures timely interventions but also aids in regulatory compliance, as companies can quickly generate reports for health authorities.

4- Closed loop marketing

The journey from drug development to market release is long and complex. Closed-loop marketing in CRM systems provides pharmaceutical companies with feedback mechanisms at every stage. By tracking the effectiveness of marketing campaigns in real-time, companies can refine their strategies, ensuring that the right audience is reached with the most impactful message.

5- Inventory cycle management

With medications having strict storage requirements and limited shelf lives, managing inventory is critical. CRM systems with advanced inventory cycle management can monitor stock levels, predict demand based on historical data, and even send alerts for replenishments. This ensures that there’s never an overstock or shortage, optimizing storage costs and ensuring timely deliveries.

6- Omnichannel communication

In the modern age, patients and healthcare providers interact across multiple channels, from emails to phone calls to Twitter mentions. An effective CRM system consolidates these customer interactions in different channels, ensuring that customer queries are addressed efficiently, and no feedback is lost. This unified approach enhances customer experience and ensures that companies remain responsive and accessible. Customer data then can be used to analyze sentiment to take necessary actions.

For more on sentiment analysis, check out our article.

Further Reading

If you need guidance in your vendor selection process, contact us:

Find the Right Vendors

  1. “2023 Global Life Sciences Outlook” (PDF). Deloitte. Retrieved July 26, 2023.


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