Discover Life Sciences Cloud for Customer Engagement
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the key commercial challenges impacting life sciences organizations today.
- Explain how Life Sciences Cloud for Customer Engagement supports unified commercial and medical engagement.
- Identify core user roles and business outcomes for customer engagement.
- Summarize the foundational capabilities and how they connect across the engagement lifecycle.
A Changing Landscape for Customer Engagement
The commercial life sciences industry is undergoing a generational shift, and the impact is being felt across every part of the engagement model.
Healthcare professionals (HCPs) today expect more than a sales call. They want timely, relevant, and compliant interactions that reflect their clinical focus, communication preferences, and evolving schedules. Many are digital natives themselves, fluent in multiple channels and quick to disengage when the experience doesn’t deliver value.
Meanwhile, the profile of field roles is changing too. The new generation of field reps expect a seamless, modern experience. They want quick access to insights and tools in one place, not across multiple disconnected systems. They’re juggling hybrid work models, scientific fluency, and tighter coordination with medical and marketing teams. And they expect their technology to keep up.
All of this leads life sciences organizations to ask these crucial questions.
- How do you personalize at scale without losing control?
- How do you align teams across accounts, channels, and functions?
- How do you stay agile in the face of shifting regulations and market pressures?
- How do you bring innovation to field engagement that feels modern and intuitive?
Legacy solutions often fall short. Fragmented systems, manual workflows, and scattered data slow teams down. Reps waste time preparing for visits. Managers lack real-time visibility. And collaboration across commercial and medical roles stays siloed.
To compete in this new landscape, life sciences companies need more than a CRM. They need a purpose-built platform for compliant, intelligent, and connected engagement across the full commercial lifecycle.
Take a closer look at how Life Sciences Cloud for Customer Engagement delivers exactly that.
A Unified, Compliant Solution
Life Sciences Cloud for Customer Engagement (LSC4CE) is the industry-specific Salesforce solution designed to unify and elevate every step of your commercial and medical engagement strategy.
Built on the trusted Salesforce Platform, this solution combines the tools your field teams need with the intelligence your business demands. It helps life sciences organizations plan, execute, and optimize commercial engagement while staying compliant, connected, and ready to adapt.
What makes this solution different?
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It’s unified. A single experience connects commercial reps, key account managers, and medical teams across channels, territories, and accounts.
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It’s intelligent. Embedded AI and automation support smarter planning, decision-making, and real-time personalization.
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It’s industry-aligned. Out-of-the-box capabilities reflect the real needs of pharmaceutical, biotech, and medtech organizations. That includes product restrictions, sampling rules, and coordinated field execution.
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It’s compliant. Built-in safeguards help ensure teams follow country-specific regulations and company policies, so you can engage confidently without sacrificing speed or scale.
By combining structured planning, data-driven recommendations, and flexible execution, Life Sciences Cloud helps you deliver better outcomes for your business and your customers.
Take a look at the users this solution is built for.
Who Is Life Sciences Cloud for Customer Engagement For?
LSC4CE supports a wide range of roles across commercial and medical teams. Each persona brings a different perspective, but they all share a common goal: delivering relevant, timely, and compliant engagement with healthcare professionals. Here are some of the key users.
User |
Description |
|---|---|
Field representatives (reps) |
Field reps use the system to plan their day, prioritize the correct healthcare professionals, and support their conversations with account insights and approved content. They can capture feedback from healthcare professionals, distribute samples, and document each interaction in a compliant way. |
Key account managers (KAMs) |
KAMs work with strategic accounts that span multiple stakeholders and long-term objectives. They rely on tools to create account plans, track progress, coordinate with field teams, and ensure that tactics and goals stay on track. |
Medical service liaisons (MSLs) |
MSLs engage on scientific topics and respond to inquiries from healthcare providers. The platform helps them manage medical engagements, share relevant resources, and collaborate with commercial teams without crossing compliance boundaries. |
Field reimbursement manager (FRMs) |
FRMs support healthcare providers and patients by navigating reimbursement pathways, verifying benefits, and resolving access barriers. They use the platform to view account and patient context, initiate benefits verification, assist with enrollment in support programs, and track issue resolution. Embedded tools streamline communication with HCP offices and ensure timely follow-up, all within a compliant workflow. |
Field managers and operations |
Managers oversee territory performance and provide guidance on activity plans and coverage strategy. They monitor execution, track progress against goals, and help their teams work more efficiently. |
Administrators and IT |
Admins configure rules, manage access, and support system scalability. They use flexible tools such as Flow, Apex, and LSC Apps to tailor the experience to business needs, all the while ensuring system governance and compliance. |
Together, these users form a connected commercial ecosystem. Each role benefits from a shared view of customers, aligned strategies, and a platform that adapts to evolving needs.
Now, explore the capabilities that power those experiences.
Core Features of Customer Engagement
LSC4CE supports every stage of the commercial engagement lifecycle—from foundational setup to strategic planning, execution, and insights.
These stages aren’t just technical phases. They map directly to how real users in the field work every day. This table defines the key stages and how the platform supports each one.
Stage |
What It Covers |
Tasks |
|---|---|---|
Product and Territory Management |
Configure what’s being promoted, who can promote it, and where. Align product access, sampling rules, and geographic coverage. |
|
Account Management |
Maintain rich, segmented healthcare professional (HCP) and healthcare organization (HCO) profiles. Align affiliations, specialties, sampling eligibility, and engagement preferences. |
|
Engagement Planning |
Set goals, prioritize accounts, and align objectives across reps, managers, and KAMs. |
|
Visit and Interaction Execution |
Conduct compliant engagements. Show recommended content and messages and capture the details of an interaction. |
|
Content and Consent Management |
Deliver personalized, approved content and manage consent preferences across channels. |
|
Insights and Reporting |
Surface real-time insights, activity summaries, and dashboards to support smarter field decisions. |
|
Extensibility and Customization |
Use low-code and pro-code tools to tailor workflows, automate processes, and build apps. |
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Now that you understand the stages of customer engagement, it’s time to discover how LSC4CE enhances every step.
Bringing It Together
To bring this solution to life, follow the journey of a global biopharmaceutical company called Cumulus Pharma.
Cumulus is preparing to launch a new product line across multiple therapeutic areas. To support the launch, the company plans to align its commercial and medical field teams, optimize its territory and account planning. It also wants to ensure that reps are ready to deliver compliant, high-value engagements from day one.
Cumulus has chosen LSC4CE to make it happen.
Over the next few units, you learn how different Cumulus users—commercial reps, KAMs, MSLs, and managers—use the platform to:
- Build a strong operational foundation with clean data, territory alignment, and account profiles.
- Plan smarter engagements with AI-powered prioritization and shared objectives.
- Execute visits and share content across channels while maintaining full compliance.
- Capture insights and make continuous improvements using analytics and extensible tools.
Each of the following units highlights a different part of the engagement lifecycle. Together, they show how Cumulus builds a more connected, agile, and intelligent commercial operation.
Ready to see how it all works? Start at the beginning by setting up a solid commercial foundation.