Veeva Vault CRM response

We appreciate the opportunity to participate in orals. This microsite is a companion to our response, designed to provide a closer look at how we work, how we lead, and how we envision working with Lilly to bring Veeva Vault CRM to life.​

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque nunc nisi, porta ac facilisis nec, laoreet vel nibh. Nulla ut orci sagittis diam condimentum pellentesque vitae venenatis purus."
Paul Griggs

PwC US CEO

Hear from Our US Leader

Paul Griggs, PwC US CEO, reflects on leading change, enabling connection, and bringing the Vault CRM vision to life.

PwC + Lilly

A proven partnership for what’s next

Your opportunity

  • Modernize the customer engagement foundation for existing and launch products, aligned to Lilly’s strategy and future of pharma sales models
  • Deploy a next generation CRM, Veeva Vault and Align solution that scales across low-margin markets while enabling advanced capabilities for priority markets
  • Transition to Vault CRM while protecting business continuity and field productivity
  • Embed GxP readiness, security, and auditability from day one
  • Enable a simpler, more scalable CRM platform that evolves over time and supports sustainable global growth
  • Embed AI innovation, including targeting, field support, next-best-action, and omnichannel engagement into customer-facing teams via integration into the workflow
  • Drive enterprise-wide change and sustained adoption within a skeptical field force beyond tech replacement

Executing together

  • No ramp-up. We have partnered with you, delivering on business and technology transformations across the enterprise, including this CRM journey - we know your systems, people, and ways of working
  • Deep understanding of how you are incorporating innovation into your GTM teams to promote an expanding portfolio to HCPs, pharmacies, distributors, etc. at different levels & intensities globally
  • Global team in your key centers with 15+ years executing as a strategic partner in multi-vendor programs
  • Veeva Vault CRM and CRM expertise, paired with trusted Lilly advisors – we bring hands-on execution experience to de-risk and fresh perspectives to innovate
  • We connect the dots. Our work across Greenhouse, Isabella, CiTron, brix, and other initiatives allows us to deliver Lilly-tailored value that others can’t
  • Unique POV on how you can best drive change & adoption to optimally leverage Agentic AI in your workforce

Outcomes you unlock

  • Launches remain on track, with field productivity protected and change absorbed without business disruption
  • A simpler, more scalable CRM platform that evolves without sacrificing regulatory confidence
  • Maintain confidence with regulators and auditors, with fewer late-stage issues, and smooth approvals
  • Higher adoption, better decisions, and a CRM platform that becomes more valuable over time
The Opportunity

Lilly is looking to enhance their capabilities, not just migrate the CRM platform. Lilly's goal is clear: a resilient, well- governed CRM and Align backbone with minimal disruption to 11,000 field users who are simultaneously absorbing Workbench, CiTron, Isabella, and new product launches.

This is a strategic investment in your future growth. This program will be a journey that builds on the foundation of your CRM strategy and existing AI initiatives to provide an enhanced experience for your teams while allowing them to maintain focus on your customers.

Our experience and how we’ll help you

PwC has worked closely with Lilly for over 15 years. We are embedded with your stakeholders, your affiliates, and we know your ways of working. We are embedded in your commercial ecosystem leading the CRM Strategy, building the Greenhouse Agentic Territory Sales Manager, deploying brix across global markets, and cutting time-to-market by 40%. We don’t need to learn your environment; we’re already in it. This means zero ramp time and zero discovery surprises as you begin this CRM migration. ​Specifically, we bring:

Pathway to accountability via flexibility to lead BI independently or as part of combined SI+BI model to decrease misalignment across partners

Understanding of your environment and our knowledge of how to land global capability at Lilly positions us to start quickly

AI-powered delivery using proven accelerators, including Carissa AI CRM Coach, Virtual Fair, PwC Listen sentiment platform, and GenAI content

Delivery experience at Lilly and other global clients

Established Veeva alliance with over nine years and 100+ engagements across 20+ unique clients

Lilly-specific experience including our vendor certification in Cortex and general implementation experience in your ecosystem

Together, we will deliver a CRM backbone stable enough to run today and intelligent enough to power the agentic future Lilly is building towards.

The impact

This program goes beyond just a technology upgrade; it activates your proprietary AI to strengthen continuity for Lilly’s field teams and unlock more adaptive ways of working in support of your medical strategy. Partnering with PwC enables you to move quickly and confidently on a stable, familiar CRM foundation, minimizing disruption while powering the next generation of engagement.

What makes PwC different

Our partnership with Lilly is built on deep trust, proven experience, and a shared commitment to getting this transformation right the first time. Our team brings together familiar leaders who have shaped Lilly’s CRM and commercial data ecosystem with new capabilities in integration, data, change, and AI-enabled delivery. With more than 15 years of embedded context and hands-on experience building the systems this CRM depends on, we can align business and technology from day one. Together, we will help Lilly transition confidently from migration to impact, establishing a CRM backbone that is stable today, aligned across partners, and ready to power the intelligent, AI-driven future of its commercial organization

Empowering Genentech's ecosystem with integrated, actionable insights and a unified platform to enable meaningful, compliant HCP interactions and faster, data-driven decision-making at scale.”

PwC + Genentech

A proven partnership for what’s next

We understand your vision, how it translates into real business advantage, and what you need to make it real.

With over 20 years partnering with Genentech, PwC leverages deep insights across Patient Services, Compliance, Customer Engagement, and Marketing to accelerate your CRM transformation and commercial priorities. Our cross-functional expertise and close collaboration enable us to build on existing knowledge, reduce risks, and drive aligned, consistent decision-making that delivers lasting business value.

What’s changing in healthcare—and how you stay ahead.

As healthcare evolves and HCP preferences shift, PwC leads by helping clients reimagine customer engagement using industry accelerators for smarter, multi-channel experiences. Leveraging deep insights gained during ELEVATE and our BI and SI expertise, we drive seamless transformation through automation and knowledge continuity—enabling your teams to focus on outcomes while minimizing disruption and accelerating alignment.

Bringing the best of what works, tailored to you.

PwC offers more than execution—we bring trusted industry perspective and proven insights to help Genentech leverage what works across Life Sciences while staying focused on your unique goals. Committed to partnership, we provide the right people, expertise, and dedication to confidently guide this transformation and unlock its full potential.

What’s changing in healthcare—and how you stay ahead.

The field is evolving fast, and HCP preferences are shifting. PwC is at the forefront of these shifts—working with clients to reimagine customer engagement strategies and use leading industry accelerators to deliver smarter experiences across channels. We bring that insight into every transformation.

During ELEVATE, we engaged deeply across stakeholder groups—gaining firsthand insight into how to navigate alignment, reduce disruption, and deliver at scale within Genentech. We’ll apply both BI and SI experience to infuse this transformation with accelerators, automation, and continuity of knowledge—so your teams can focus on outcomes, not onboarding.

Bringing the best of what works, tailored to you.
‍
We bring more than delivery—we bring perspective. As a trusted partner to leading Life Sciences and Healthcare clients, PwC is uniquely positioned to help Genentech benefit from what’s working across the industry, while staying laser-focused on your goals.

We’re excited about what comes next, not just because of the program, but because of the partnership. This is a chance to deliver with confidence, clarity, and care. You can count on PwC to bring the right people, the right thinking, and the right level of commitment to help Genentech move forward and realize the full potential of this transformation.

CRM Journey and Program Approach

CRM is a journey - let us be your guide

As your BI, we set the program approach from start to benefits realization, helping Lilly secure platform benefits and programmatic synergies across each of the workstreams, activities, and partners. PwC's BI delivery methodology is built around a proven, AI-enabled, phased model with integrated workstreams operating in parallel within each deployment wave. We execute process design, change management, training, and technology delivery concurrently under a unified governance cadence anchored by a Program Delivery & Value Management Office, the program's control tower across all partners that provides oversight of program execution, risk, and value outcomes. ​

Phase 0: Discovery

Phase 0 is a structured discovery effort that establishes the current-state foundation every downstream design, configuration, and change decision depends on — nothing moves to design until Phase 0 is signed off.

Learn more
Overall Program​

In our experience, a phased approach to Vault CRM migrations drives efficiency in resourcing and strong governance leads to process learnings and optimization​.

Learn more