How Mobile App Development Helped Novartis Improve Order Tracking & Customer Experience
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Client
Novartis
Industry
Healthcare
Core Technologies
Flutter, React Native, Node.js, Python, AI Chatbot, Machine Learning,
Country
USA
Client Background
Novartis is a global healthcare and pharmaceutical company focused on developing and delivering innovative medicines across multiple therapeutic areas. The company operates in a highly regulated environment and serves hospitals, pharmacies, healthcare providers, and patients worldwide.
With a large-scale distribution network and growing digital interactions, Novartis handles a high volume of service requests related to prescription orders, product availability, shipment tracking, and medical inquiries.
Challenge
- There was a rapid increase in customer questions about order status, prescriptions, and product availability.
- Response times were slow because the support process depended heavily on manual work.
- A large number of repeated questions created pressure on support teams.
- Customers received different experiences across mobile, web, and support channels.
- Operational costs were increasing due to manual work and inefficient processes.
- The support system had limited ability to scale as demand for digital healthcare services kept growing.
Solution
Top Remotely developed a custom mobile application for Novartis using AI, machine learning, and natural language processing (NLP) to improve customer support and automate key workflows. The solution brought order tracking, customer communication, and support functions into a single smart platform.
The app enabled real-time order and shipment updates, AI-powered chatbot support, and automated ticket routing to the right teams. This reduced manual workload, improved response times, and created a more consistent customer experience across mobile, web, and other support channels.
Features Created
- AI-powered customer support chatbot
- NLP-based intent recognition (medical & order queries)
- Real-time order tracking system
- Shipment status updates automation
- Intelligent ticket routing system
- Support workflow optimization
- Self-learning knowledge base system
Conclusion
The mobile app development solution for Novartis significantly improved order tracking and customer experience by introducing intelligent automation and real-time digital capabilities.
By integrating AI-powered chatbot support, NLP-based query handling, and automated ticket routing, the system reduced manual workload on support teams and enabled faster, more accurate responses to customer and patient inquiries.
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