Case Study: Eli Lilly and Company improves customer experience and boosts sales rep productivity with Automation Anywhere

Eli Lilly Japan Automates to Improve Customer Experience, Boost Sales Rep Productivity

Eli Lilly Japan K.K., the Kobe-based subsidiary of Eli Lilly and Company, develops and markets pharmaceutical therapies and aims to deliver “beyond the pill” experiences for health care providers and patients. To improve customer engagement, ensure regulatory compliance, and boost the productivity of its roughly 2,200 sales representatives, the company set out to digitalize and streamline processes using digital channels, real-world evidence, AI and automation.

Beginning in June 2018, Eli Lilly Japan deployed Automation Anywhere RPA across HR, sales, marketing and clinical functions—automating honorarium payment notifications, congress seminar operations, doctor-visit suggestions and safety-report generation. The IT-led initiative and process re‑engineering saved 7,500 FTE hours and $1.75 million, automated five end-to-end processes and 30 tasks, accelerated communications with doctors, increased sales-rep and customer satisfaction, and paved the way for cognitive automation to handle invoices and compliance document reviews.

Eli Lilly and Company

Richard Mendoza

Automation Capabilities Leader