Life sciences organizations face increasing pressure to manage adverse events, complaints, CAPAs, and regulatory inquiries efficiently and compliantly. Yet, most contact centers rely on disconnected systems, spreadsheets, and manual triage, leading to slow response times, duplicate effort, and compliance risk.

USDM’s Compliant Contact Center (CCC) transforms this landscape. Built on ServiceNow Customer Service Management (CSM) and powered by USDM’s ProcessX, CCC automates intake, triage, escalation, and resolution across GxP and non-GxP workflows. It delivers up to 5× faster compliance operations, 40–60% triage time reduction, and enterprise scalability with validated, audit-ready automation.

CCC enhances ServiceNow’s capabilities with built-in 21 CFR Part 11 and Annex 11 compliance, enabling seamless regulated workflows while maintaining validation integrity. With over 25 years of regulatory expertise, USDM designed CCC to reduce the cost of compliance, increase productivity, and accelerate digital transformation—all while ensuring global audit readiness.

Use Cases

The Compliant Contact Center supports regulated operations across the life sciences value chain, helping pharmaceutical, medical device, and biotechnology companies manage critical processes such as:

Adverse Event (AE) Intake and Triage – Automate case capture, classification, and routing; eliminate 30–40% of non-reportable events before they reach safety systems like Argus or Veeva.
Product Complaints & CAPA Management – Reduce manual effort and ensure full traceability for every event.
Regulatory Inquiries & Submissions – Streamline document generation, approvals, and submission tracking with AI-powered accuracy.
Third-Party Risk Management (TPRM) – Digitize vendor qualification, oversight, and audit preparation.
Field Service Management – Coordinate IT asset qualification, cold chain monitoring, and trial site support with compliant work order management.
Sales & Order Management – Enable controlled substance tracking, license and access requests, and sample accountability within validated workflows.