Bristol Myers Squibb (BMS) has committed to Veeva Vault CRM in a move designed to transform how the company engages with healthcare professionals and supports patient care through embedded artificial intelligence.

The announcement, made by Veeva Systems, marks the next step in a long-standing partnership between the two companies. Vault CRM, part of the broader Vault CRM Suite, incorporates industry-specific AI agents to improve the way life sciences organisations communicate with practitioners and deliver information about complex medicines.

Greg Meyers, executive vice president and chief digital and technology officer at BMS, said: “Technology is fundamentally reshaping the way we engage with our customers and the patients they serve. We are excited to take the next step in our long-standing relationship with Veeva by using Vault CRM to help transform how healthcare practitioners make informed decisions about the increasingly complex array of innovative medicines available today.”

He added: “By embedding AI into every step of the customer journey — from how practitioners receive valuable information about our portfolio to how they engage with our field force — Veeva is ideally positioned to support us in our mission to deliver life-changing medicines to patients worldwide.”

Peter Gassner, chief executive officer at Veeva, said: “We appreciate the trust and partnership and are committed to supporting Bristol Myers Squibb in their mission to provide medicines that transform the lives of patients with serious diseases. With Vault CRM we are delivering the next generation of CRM with embedded AI agents to advance healthcare practitioner engagement and help get the right treatments to patients faster.”

The first AI-enabled agents planned for Vault CRM are due in December 2025 and include the Pre-call Agent, Content Agent, Free Text Agent and Voice Agent. Together they are expected to enhance field force preparation, streamline information delivery and create more personalised experiences for healthcare professionals.

BMS is among the first major pharmaceutical companies to adopt Vault CRM at scale, underscoring the growing importance of AI-driven tools in commercial execution across the sector.