Case Study: Novartis achieves faster time to market and better knowledge flow with Starmind

Novartis Streamlines Its R&D Efforts for Faster Time to Market and Exclusivity

Novartis, a global pharmaceutical company with more than 120,000 employees, needed to overcome fragmented, hard-to-find knowledge across a decentralized workforce to avoid costly delays that could hurt time-to-market and exclusivity. To move beyond a static repository approach, Novartis partnered with Starmind, using its AI-powered knowledge management platform to connect employees with subject-matter experts and up-to-date documentation.

Starmind was integrated with Novartis’ service desk and ServiceNow to enable anonymous Q&A, rapid self-resolution of technical issues, and targeted rollouts with internal champions and A/B testing. The deployment scaled from a 2,000-user pilot to 5,000 then 9,000 users (with plans for 40,000 in 2022), reduced ticket volumes and support costs, produced faster resolutions with satisfaction levels above SLA, and helped accelerate time-to-market—protecting launch exclusivity and first-mover advantage.

Novartis

Barry Byrne

Head of Global Knowledge Management Strategy