Improving Medication Compliance with ServiceNow Agentic AI in Healthcare

Client's Background

A leading nationwide healthcare delivery chain sought to improve inventory visibility and customer communication across its pharmacy network.

Organization Profile

  • 60+ pharmacies across metropolitan and rural locations.
  • In-house online medicine ordering platform.
  • 3,500+ SKUs, including prescription medications, surgical supplies, diagnostic devices, and home healthcare products.
The organization aimed to eliminate patient frustration caused by inventory shortages and improve customer experience through proactive and transparent stock availability communication.
Client Section

Project Requirement

The healthcare provider needed a solution to minimize the impact of stockouts, improve patient communication, and ensure customers remained informed about product availability and restocking timelines.

Frequent Stockouts of High-Demand Products

  • Essential healthcare products frequently went out of stock during seasonal demand spikes.
  • High-demand items included diabetic testing strips, blood pressure monitors, antibiotics, and home healthcare essentials.

Poor Customer Communication

  • Patients had to repeatedly call pharmacies, send emails, or manually check the online portal for stock availability updates.
  • Lack of proactive communication led to a poor customer experience.

Revenue Loss and Customer Attrition

  • Customers often switched to competing pharmacies when availability information was delayed or unavailable.
  • Missed opportunities resulted in lost revenue and reduced customer loyalty.

Manual Waitlist Management

  • Pharmacy teams maintained manual follow-up lists through spreadsheets, call-back logs, and messaging groups.
  • The process was time-consuming, inconsistent, and difficult to scale.
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Solution

The organization deployed ServiceNow Agentic AI to automate inventory communication, manage customer waitlists intelligently, and enable seamless pre-order experiences.

AI-Powered Waitlist Management

  • Automatically captured customer requests for out-of-stock products.
  • Prioritized waitlists based on prescription urgency, patient requirements, and geographic location.
  • Eliminated the need for manual tracking and follow-up activities.

Proactive Availability Alerts

  • Sent real-time notifications through SMS, WhatsApp, and mobile applications when products became available.
  • Enabled customers to instantly reorder or reserve items directly from the notification.

Intelligent Pre-Order and Reservation System

  • Allowed patients to reserve essential medications and healthcare products before stock arrival.
  • Secured inventory allocation for customers with critical healthcare needs.

AI-Driven Inventory Forecasting

  • Integrated with supply chain and inventory management systems.
  • Predicted replenishment timelines and estimated stock arrival dates.
  • Proactively communicated expected availability to customers, improving transparency and trust.
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Results Achieved

KPI Before Implementation After Implementation
Missed Sales Due to Stockouts 23% 6%
Patient Follow-Ups for Availability Avg. 2 Calls per Order Reduced by 85%
Waitlist Reorder Completion Rate 38% 89%
Customer Satisfaction (Availability Information) 62% 93%
Inventory Reservation Time 2–3 Hours (Manual Process) Instant (Real-Time AI Alerts)

Technology Used

ServiceNow Agentic AI
ServiceNow Virtual Agent
Inventory Management System Integration
Supply Chain Management Integration
AI-Powered Waitlist Management Engine
Conversational AI Chatbot
SMS and WhatsApp Integration
Mobile Application Integration
Real-Time Notification System
Predictive Inventory Analytics

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