Case Study: AmerisourceBergen achieves 3-day product return turnaround with Adobe Acrobat Sign

AmerisourceBergen, delivering healthcare solutions worldwide

AmerisourceBergen, a Fortune 500 pharmaceutical sourcing and distribution company, needed to speed and simplify its product-return process. Call center reps juggled information between Salesforce and an ERP system, printed and faxed return agreements for wet signatures, and frequently faced delays—sometimes up to two months—creating backlogs, manual rework, and lost resale opportunities.

By integrating Adobe Sign, Salesforce, and Conga Composer, AmerisourceBergen automated RMA form generation, e‑mailed documents for fast electronic signatures, and auto‑uploaded signed agreements to trigger ERP workflows. The change cut signature turnaround from as long as two months to three days, eliminated the backlog while maintaining ~40 returns/day, reduced risk and data entry errors, and delivered ROI for one division in under 10 months; the solution has since been expanded to other procurement and sales processes.

AmerisourceBergen

Greg Glaser

Director of CRM Services