Chiesi Group Partners with Salesforce to Revolutionize Life Sciences Customer Engagement via Agentforce Platform

In a significant move for the global biopharmaceutical sector, the Parma-based Chiesi Group has announced a strategic partnership with Salesforce to implement Agentforce Life Sciences for Customer Engagement. This collaboration, finalized on April 20, 2026, aims to modernize Chiesi’s commercial operations and refine its interactions with healthcare professionals (HCPs) across its extensive international network. By adopting this AI-native platform, Chiesi is positioning itself at the forefront of the digital transition in medicine, moving away from legacy customer relationship management (CRM) systems toward a unified, data-driven ecosystem that integrates human expertise with autonomous agentic capabilities.

The implementation of Agentforce Life Sciences marks a pivotal moment for Chiesi, a company that has consistently prioritized innovation and social responsibility. As the pharmaceutical landscape becomes increasingly complex—defined by stringent regulatory requirements, shifting geopolitical dynamics, and a rapid evolution in how medical information is consumed—the need for a resilient and agile commercial foundation has never been more acute. Chiesi’s move to a unified Salesforce platform is designed to break down internal silos, allowing for more fluid collaboration between commercial operations, scientific research and development, and global manufacturing.

A Strategic Evolution in Commercial Operations

The decision to adopt Salesforce’s latest life sciences technology follows a comprehensive strategic review of Chiesi’s digital roadmap. For years, the pharmaceutical industry has relied on traditional CRM tools that often functioned as mere databases rather than active drivers of engagement. Chiesi recognized that to maintain its competitive edge and fulfill its mission of improving patient outcomes, it needed a system capable of delivering actionable insights in real-time.

The new ecosystem will empower Chiesi’s 3,300 users with a suite of tools including Salesforce Data 360 and Marketing Cloud. These technologies will work in tandem to provide a 360-degree view of the healthcare professional landscape. By leveraging Data 360, Chiesi can harmonize disparate data points—ranging from clinical interests to preferred communication channels—ensuring that every interaction with an HCP is personalized, relevant, and scientifically grounded. This level of precision is expected to significantly enhance the effectiveness of Chiesi’s field teams and medical science liaisons.

Strengthening the Foundation of a Global Leader

Chiesi Group is not a typical pharmaceutical firm; it is the largest international biopharmaceutical group to be certified as a B Corp. Headquartered in Parma, Italy, and currently under its third generation of family leadership, the company has grown into a global powerhouse with 31 affiliates and a presence in over 100 countries. In 2024, the company demonstrated its commitment to the future by reinvesting 24% of its total revenues into R&D, a figure that far exceeds the industry average and underscores its focus on respiratory health, rare diseases, and specialty care.

The partnership with Salesforce is viewed as a natural extension of this innovation-first philosophy. By integrating AI into its core operations, Chiesi is not merely looking for efficiency gains; it is seeking to create a more responsive organizational structure. The "agentic" nature of the new platform means that AI agents can handle routine data processing and administrative tasks, freeing up human employees to focus on high-value activities, such as building deeper relationships with the medical community and accelerating the delivery of life-saving therapies to patients.

Chronology of Digital Transformation

The path to this partnership has been marked by several key milestones in Chiesi’s digital journey:

• 2019-2021: Chiesi achieves B Corp certification and begins a systematic overhaul of its global IT infrastructure, focusing on cloud migration and data security.
• 2022-2023: The group launches an internal "Digital Excellence" initiative, identifying gaps in legacy CRM systems and the need for a more integrated approach to HCP engagement.
• 2024: Chiesi records a record reinvestment in R&D (24% of revenue), signaling a shift toward tech-enabled drug discovery and commercialization.
• Late 2025: A rigorous selection process concludes with Salesforce being chosen as the primary partner for the next phase of Chiesi’s commercial transformation.
• April 2026: Official launch of the Agentforce Life Sciences implementation across 30+ affiliates.

Official Perspectives on the Partnership

The leadership teams of both Chiesi and Salesforce have emphasized that this transformation is as much about people as it is about technology. Fabio Mira, Senior Vice President and Chief Transformation Officer at Chiesi Group, noted that the move is a "step-change" in how the organization supports the medical community. According to Mira, the goal is to build a foundation for sustainable growth that delivers better outcomes for patients while adhering to the highest standards of privacy and responsible AI.

Joe Ferraro, Senior Vice President and General Manager of Agentforce Life Sciences at Salesforce, highlighted the broader industry implications. He suggested that Chiesi’s selection of Salesforce signals a "transformative shift" for the life sciences industry in Italy and globally. Ferraro pointed out that modern pharmaceutical companies are increasingly ready to move beyond legacy systems in favor of AI-native platforms that can drive measurable business outcomes.

Vanessa Fortarezza, Country Manager for Salesforce Italy, echoed these sentiments, describing Chiesi as the "present and future of Italian innovation." She emphasized that the partnership would enable Chiesi to scale its AI capabilities responsibly, ensuring that the technology serves as a supportive enabler for the company’s 7,500 employees.

Navigating Regulatory and Ethical Frontiers

In the highly regulated world of biopharmaceuticals, the introduction of AI-driven platforms carries significant responsibilities. Chiesi and Salesforce have committed to ensuring that the implementation of Agentforce Life Sciences remains fully compliant with international pharmaceutical regulations, such as the European Union’s GDPR and the evolving AI Act.

The "responsible AI" framework adopted by Chiesi ensures that all automated insights are transparent, auditable, and subject to human oversight. This is particularly crucial in the context of medical engagement, where the accuracy of information can directly impact patient care. By prioritizing data privacy and ethical AI standards, Chiesi aims to set a benchmark for how life sciences companies can leverage cutting-edge technology without compromising on trust or legal integrity.

Broader Impact and Industry Implications

The ripple effects of this partnership are expected to be felt across the European biotech landscape. As one of Italy’s most prominent "Benefit Corporations," Chiesi’s adoption of advanced AI sets a precedent for how business performance can be integrated with social and environmental responsibility. The efficiency gains provided by the Salesforce platform are expected to contribute to Chiesi’s ambitious goal of reaching Net-Zero greenhouse gas emissions by 2035, as streamlined operations often translate to a reduced carbon footprint.

Furthermore, the focus on a "unified commercial ecosystem" addresses a long-standing challenge in the pharma industry: the disconnect between global strategy and local execution. With 3,300 users operating on the same platform across 30 countries, Chiesi can ensure a consistent and high-quality experience for HCPs, regardless of their geographic location. This synchronization is vital for the successful launch of new therapies, especially in the field of rare diseases where the patient populations are small and the medical expertise is highly specialized.

Analysis: The Rise of the Agentic Enterprise

Industry analysts view the Chiesi-Salesforce deal as a prime example of the "agentic enterprise" model. In this model, AI is not just a tool for analysis but an active participant in business processes. For Chiesi, this means that Salesforce’s Agentforce can autonomously identify trends in HCP feedback, suggest the most effective engagement strategies, and even automate the scheduling of scientific exchanges.

This shift is particularly relevant in 2026, as the "information overload" faced by healthcare professionals has reached a breaking point. By using AI to filter and deliver only the most relevant scientific data, Chiesi can provide genuine value to doctors and researchers, rather than contributing to digital noise. This strategic approach to technology is likely to become the standard for pharmaceutical companies seeking to maintain relevance in a digital-first world.

As Chiesi Group moves forward with the implementation of Agentforce Life Sciences, the global biopharmaceutical community will be watching closely. The success of this initiative could redefine the boundaries of commercial agility and patient-centricity, proving that even in a traditional and highly regulated industry, the bold adoption of AI can lead to a more connected, effective, and responsible future. With its roots in Parma and its sights set on the global stage, Chiesi is demonstrating that the path to sustainable growth lies in the seamless integration of human talent and technological innovation.