{"id":93548,"date":"2026-05-14T06:00:00","date_gmt":"2026-05-14T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=93548"},"modified":"2026-05-13T14:15:17","modified_gmt":"2026-05-13T21:15:17","slug":"csl-customer-engagement-agentforce-life-sciences","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/csl-customer-engagement-agentforce-life-sciences\/","title":{"rendered":"CSL Expands Global Customer Engagement Transformation with Salesforce Agentforce Life Sciences\u00a0"},"content":{"rendered":"\n

May 14, 2026<\/strong> \u2014 CSL, a global leader in developing lifesaving protein biotherapies for people with rare and serious diseases, is continuing to evolve its digital and customer engagement transformation across its commercial and medical operations. As part of this effort, today we announced that CSL is expanding its collaboration with Salesforce, including its use of Agentforce Life Sciences for Customer Engagement<\/a>, an integrated and AI-powered platform that supports more connected, insight-driven engagement across its global operations.\u00a0<\/p>\n\n\n\n

This marks a significant expansion of CSL\u2019s existing Salesforce footprint. CSL Plasma, the company’s plasma collection business, already uses Data 360<\/a> to unify data across donor experiences and is deploying Agentforce<\/a> in its donor contact center to enhance service delivery. The new implementation will extend these capabilities across CSL’s commercial organization, including the company’s vaccines business, Seqirus, creating a more unified view of customers and enabling more coordinated, data-driven engagement across the company.<\/p>\n\n\n\n

The platform will support CSL\u2019s efforts to better connect data, enhance field engagement, and enable more personalized and coordinated experiences across the customer journey.<\/p>\n\n\n\n

“Our transformation goes beyond bringing teams onto a single platform \u2014 it\u2019s about advancing how we engage with our customers,\u201d said Phyllis Post, Vice President of CSL Behring Information & Technology. <\/strong>\u201cBy enabling more connected, insight-driven interactions across Commercial and Medical Affairs, we can better support patients, healthcare providers, and partners. Salesforce enables us to connect data across the organization and apply AI in ways that continuously learn and adapt to our business \u2014 strengthening how we engage with customers and operate day to day. Building on our existing digital foundation and the success we\u2019ve seen in our plasma donor contact center, we\u2019re confident this platform can deliver meaningful impact and scale across the enterprise.”<\/p>\n\n\n\n

“CSL’s decision to standardize on Salesforce across commercial and medical demonstrates the power of our unified platform approach,” said Joe Ferraro, SVP and GM for Agentforce Life Sciences at Salesforce<\/strong>. “Companies are recognizing that point solutions create silos, while a truly integrated platform helps to break down barriers between teams and unlocks the full potential of AI. CSL is already seeing the benefits of this approach in its plasma business, and we’re excited to help them extend that success across their entire commercial organization.”<\/p>\n\n\n\n

CSL’s implementation builds on proven results from CSL Plasma, which has used Salesforce to aggregate more than 20 streams of disparate data and deliver targeted communications to donors, including 108 referral-focused campaigns (out of more than 900 total), driving over 300,000 referral conversions. <\/p>\n\n\n\n

Learn more:<\/strong><\/h4>\n\n\n\n