Pharmaceutical CRM Software Benchmarking in 2023

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
https://www.creatio.com/landings/crm?activity=aimultiple_healthcare	673	404	4.6/5	✅	Starts from $25 / month per user
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
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 / month
Vtiger	177	773	4.2/5	✅	Starts from $30 / month per user
Zoho CRM	18,994	9,724	4.15/5	✅	Starts from $14 / month per user

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

For those interested, here is our CRM pricing guide.

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

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

External Links

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