What you will learn
- How CCC extends ServiceNow into regulated domains: clinical, manufacturing, safety, quality, and customer-facing workflows can move through a shared operating layer.
- How to separate GxP and non-GxP activity: preserve the controls that matter without validating every ServiceNow workflow as if it carried the same risk.
- How AI-assisted intake can stay reviewable: use classification, routing, and triage while keeping human accountability and audit-ready evidence.
- How to connect complaints, CAPA, and regulatory submissions: reduce fragmented handoffs by moving case work through one compliant workflow engine.
In this on-demand webinar, representatives from ServiceNow and USDM Life Sciences present Compliant Contact Center, or CCC, a purpose-built ProcessX solution designed to enhance GxP-relevant workflows within contact centers and related life sciences operations.
Life sciences organizations face mounting complexity when complaints, CAPA, adverse event signals, regulatory inquiries, and customer interactions are handled across disconnected tools. The session shows how ServiceNow can become the platform of record for compliant workflow execution when paired with ProcessX controls, regulatory thinking, and a practical GxP boundary.
Fill out the form above to access the webinar replay. The session focuses on always audit-ready operations powered by intelligent workflows.
Why this session matters
Compliant workflow automation is not just an IT service management problem. A contact center case can become a safety review, a product complaint, a CAPA, a regulatory response, a field-service issue, or a manufacturing escalation. If the intake path is fragmented, teams lose time and evidence at the exact point where traceability matters most.
CCC positions ServiceNow as a compliant workflow engine for life sciences by connecting intake, triage, routing, approvals, and evidence across regulated and non-regulated work. The goal is to improve speed and visibility while maintaining the controls expected for GxP-relevant processes.
CCC workflow model
- Omnichannel intake: capture issues from contact center, portal, phone, email, chatbot, or connected systems.
- AI-assisted triage: classify cases, identify duplicates, and route work to the right regulated or non-regulated path.
- Controlled execution: preserve approvals, audit trails, handoffs, and evidence for complaints, CAPA, safety, regulatory, and operational workflows.
- Inspection-ready reporting: keep case history, decisions, and escalation records available when Quality, auditors, or inspectors ask for them.
Who should watch
- Heads of Quality, Manufacturing, Regulatory, IT, Safety, and Clinical Operations.
- Life sciences leaders managing complaints, CAPA, adverse event intake, regulatory inquiries, or post-market workflows.
- Digital transformation leaders looking for scalable ServiceNow use cases in regulated operations.
- ServiceNow customers who need a clearer GxP operating model before extending the platform into life sciences workflows.
Presenters
Hovsep Kirikian, Vice President of Strategy & Operations, USDM Life Sciences
Hovsep leads strategic planning, cross-functional alignment, and USDM's Veeva services practice. With more than 20 years of experience in life sciences, he helps teams connect enterprise technology, regulated operations, and practical transformation inside compliant operating models.
Vishakha Sant, Global Head of Product, Healthcare, Life Sciences, and Payer, ServiceNow
Vishakha leads product strategy for healthcare, life sciences, and payer solutions at ServiceNow, with deep experience in healthcare digital strategy, transformation, and operational innovation.
How USDM helps
USDM helps life sciences organizations define where ServiceNow workflows become GxP-relevant, what evidence needs to be retained, how AI-assisted routing should be governed, and how ProcessX can support compliant workflow automation without turning every process into a validation drag.
Explore Compliant Contact Center, review the ProcessX partner hub, or talk to USDM about regulated ServiceNow workflow automation.
FAQ: ServiceNow as a compliant workflow engine
Can ServiceNow support GxP-relevant workflows?
Yes, when the intended use, workflow controls, audit trails, access, validation impact, and evidence model are defined appropriately. The session shows how ProcessX and CCC extend ServiceNow into regulated life sciences workflows.
Does CCC mean validating the entire ServiceNow platform?
No. The practical model is to separate GxP and non-GxP activity and apply controls based on the workflow's regulated impact. That lets teams preserve compliance where it matters without treating every ServiceNow process as the same risk.
Where does AI fit in a compliant contact center?
AI can assist with intake, classification, duplicate detection, triage, and routing. In regulated workflows, those outputs still need appropriate review, auditability, and human accountability.
Which teams benefit from this workflow model?
Quality, Safety, Regulatory, Manufacturing, Clinical Operations, IT, and customer-facing teams can benefit when cases or requests need controlled routing, timely escalation, and inspection-ready evidence.