Case Study: AmerisourceBergen achieves faster product returns and ROI in under 10 months with Adobe Document Cloud

AmerisourceBergen, delivering healthcare solutions worldwide

AmerisourceBergen, a Fortune 500 pharmaceutical sourcing and distribution company, faced slow, error-prone product return workflows that relied on printing, faxing, and switching between Salesforce and an ERP system. These manual steps created signature delays of up to two months, a backlog of pending returns, and lost opportunities to resell returned products.

By integrating Adobe Sign and Conga Composer into Salesforce, AmerisourceBergen automated RMA creation, delivery, signing, and post-signature processing—directly from the Salesforce interface. The change shortened signature turnaround to about three days, eliminated backlogs while maintaining a 40-returns-per-day capacity, improved data accuracy and auditability, and helped one division achieve ROI in under 10 months; the solution has since been expanded to other procurement and sales processes.

AmerisourceBergen

Greg Glaser

Director of CRM Services