Case Study: Global Pharmaceutical Company achieves faster, compliant complaint management with Nividous Intelligent Automation

Global Pharmaceutical Company - Customer Case Study

Global Pharmaceutical Company, a leading pharmaceutical organization with operations in more than 80 countries and 47 manufacturing sites, was struggling to manage over 1,000 complaints per month across multiple channels and inboxes. The manual process created delays, categorization errors, compliance risks, and missed complaints, impacting customer satisfaction and regulatory response times. Nividous helped address these challenges with its Intelligent Automation Platform for complaint management.

Nividous implemented an automation solution combining GenAI, AI/ML, RPA, and low-code process automation to continuously monitor complaints, classify them into predefined categories, extract key details, log cases in the ticketing system, trigger follow-ups, and escalate critical issues such as DEATH, LEGAL, or FDA/REGULATORY matters. The result was a 62% improvement in process TAT, 75% reduction in manual effort, and 90% better visibility into complaints, while also improving compliance and enabling daily reconciliation reporting.