CHALLENGE
A high-growth biotech company faced mounting challenges as manual content creation and customer support workflows slowed operations and limited scalability. Their existing CRM system struggled to keep pace with the growing demand for timely, technically accurate scientific communications. Routine inquiries required significant manual effort, impacting efficiency and delaying responsiveness. To scale effectively while maintaining scientific precision, the company needed a streamlined CRM solution that could automate content generation, enhance customer support, and seamlessly integrate with their specialized scientific workflows.
SOLUTION
ConsulNet implemented an AI-powered CRM transformation leveraging HubSpot’s advanced AI capabilities, combined with custom scientific content generation models. The solution included:
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- HubSpot’s AI Assistant and Insights Engine to automate routine tasks and provide real-time customer insights.
- Natural language processing models tailored for scientific terminology to ensure accurate technical communication.
- Custom-developed machine learning models for protocol generation and compliance checking.
- Integration with Laboratory Information Management Systems (LIMS) to improve operational efficiency.
- AI Excellence Center to support ongoing optimization, MLOps practices, and continuous model training pipelines to adapt to evolving scientific terminology.
RESULTS AT A GLANCE
The transformation led to a noticeable shift in how teams operated—freeing up valuable time, reducing manual workloads, and enabling more strategic focus across customer engagement and scientific communication. With AI seamlessly integrated into their CRM and lab systems, the company gained greater agility, improved collaboration between technical and commercial teams, and a scalable foundation to support future growth and innovation.
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- 70% automation of routine customer inquiries, improving response times and operational efficiency.
- 60% reduction in content creation time, enabling faster production of accurate scientific communications.
- Seamless integration with scientific workflows while ensuring high accuracy in technical content, allowing the company to focus on scaling and innovation.
