Athora accelerates customer engagement and boosts CSAT by 12%

The Business Issue

AbbVie is a research-based biopharmaceutical company founded in 2013. With therapeutic focus areas including oncology, immunology, and eye care, the company is committed to creating a remarkable impact on patients’ lives.

Within AbbVie’s chemical manufacturing and control (CMC) group, scientists submit experiment requests for various tests against physical samples. These timely requests need to be routed to different users across the organization for review, approval, and assignment. Although AbbVie had built an in-house solution that met basic functionality requirements for scientists to submit samples, it lacked capabilities for future use cases.

As AbbVie began to consider the potential of the request platform for its next use case, it realized that meeting basic requirements wasn’t the end goal. The company needed a solution that allowed business teams to help the organization grow its vision and functionality.

The Solution

AbbVie partnered with Pega and Accenture to develop a request platform to support different departments and teams within R&D. The organization recognized Pega as a partner that could take its ideas on in the future and quickly turn it into something tangible.

Using the Pega System Request Management Tool, AbbVie automated what had been a time-consuming, manual process.

The Results

• Success in the initial use case triggered further interest across other research areas
• Scientists are eager to adopt this effective way of working into their day-to-day efforts
• Currently in the process of adding preclinical process functionality to their current solution
• When complete, the solution will be accessible to more than 600 users around the world