Bristol Myers Squibb Embraces Veeva Vault CRM for Enhanced Customer Interaction

Bristol Myers Squibb (BMS) has officially committed to adopting Veeva Vault CRM, as announced by Veeva Systems on September 22, 2025. This strategic alliance aims to revolutionize the way healthcare practitioners and providers engage with patients by leveraging advanced technology. The significance of this collaboration cannot be overstated, as BMS recognizes the transformative power of technology in enhancing customer interactions, especially in the healthcare sector.

Greg Meyers, the Chief Digital and Technology Officer at BMS, emphasized that the technological landscape is fundamentally reshaping how they interact with both healthcare professionals and the patients they serve. He expressed the company's enthusiasm for this next phase in their long-term partnership with Veeva. By integrating Vault CRM into their operations, BMS aims to facilitate informed decision-making around the increasingly complex spectrum of innovative medicines available today.

The launch of Veeva Vault CRM aligns with BMS's commitment to improving healthcare practices worldwide. BMS aims to provide valuable information that helps practitioners navigate through the vast array of treatment options, facilitating a more efficient exchange of information between healthcare providers and the pharmaceutical company.

Meyers pointed out that one of the critical features of Vault CRM is its ability to embed artificial intelligence into every step of the customer journey. This incorporation of AI will enhance the way healthcare practitioners receive insights about BMS's diverse portfolio. It also aims to streamline the engagement process between practitioners and BMS's field force, ultimately leading to better outcomes for patients.

Peter Gassner, CEO of Veeva Systems, remarked, “We appreciate the trust and partnership and are committed to supporting Bristol Myers Squibb in their mission to provide medicines that transform the lives of patients with serious diseases.” Veeva's commitment to enhancing healthcare engagements is reflected in their state-of-the-art technology. The Vault CRM, part of the comprehensive Vault suite, forms the backbone of commercial execution in the life sciences industry, highlighting its pivotal role in enabling effective communication and engagement within the healthcare sector.

As part of their ongoing collaboration, the first Veeva AI agents for Vault CRM are expected to be available by December 2025. These agents, including Pre-call Agent, Content Agent, Free Text Agent, and Voice Agent, will allow BMS to gather and process information quickly and efficiently, enhancing their communication strategies.

Veeva is dedicated to delivering cutting-edge solutions for life sciences, an industry that requires constant innovation to meet the needs of healthcare professionals and patients alike. They serve over 1,500 customers, ranging from the world's largest biopharmaceutical firms to emerging biotech companies, reflecting a commitment to balancing the interests of various stakeholders.

The introduction of Veeva Vault CRM represents a significant step forward for Bristol Myers Squibb in their mission to deliver groundbreaking medicines to patients across the globe. With a focus on technology and AI, BMS is not only aiming to enhance their operational efficiency but also to significantly improve the engagement experience for healthcare providers and patients.

In summary, the alliance between Bristol Myers Squibb and Veeva Systems marks an essential development in the pharmaceutical landscape. As technology evolves and consumer expectations shift, BMS’s commitment to maintaining a strong relationship with technology partners like Veeva will be crucial in delivering innovative treatments efficiently and effectively. As the healthcare landscape continues to evolve, partnerships like this one are essential to adapting to both challenges and opportunities, ensuring that patients receive the care and innovative treatments they need with greater speed and efficiency.