PTC Workflow Automation Success

For 25 years, it has leveraged various scientific innovations to develop new therapies that address the root causes of diseases, delivering meaningful results and happy moments to patients. As a result, the biopharmaceutical giant has built a robust company-wide infrastructure, including a complex and heavily customized SharePoint environment.

PTC’s digital transformation efforts needed a secure and user-friendly method for collecting customer feedback on pharmaceutical products and treatments. This required the development of robust, complaint digital forms and automated workflows capable of handling sensitive data with secure routing and escalation mechanisms.

• SharePoint
• Office 365
• CoPilot
• Power Apps
• Power Automate
• Power BI
• Power Pages (formerly Power Portal)
• ChatBot

Although the project spanned more than a year, we approached it as a long-term partnership. Executing developments took place in stages based on the project’s specific requirements. The project was divided into two primary phases:

• Conversion of legacy InfoPath and SharePoint Designer-based apps to cutting-edge Power Platform apps.
• Simultaneous development of novel solutions, including client-facing feedback forms and AI-driven self-service tools.

• One product owner per app
• One business analyst to assess each major solution
• One Scrum Master to ensure agile delivery
• A Development team consisting of two developers.

The team ensured close collaboration with both the IT and business units, such as HR, Compliance, and Research and Development.

Our initiatives leverage modern technologies to streamline processes, improve data management, and foster better communication across your organization and its stakeholders.

Legacy Application Modernization

We rebuilt multiple critical internal business applications on the Power Platform. This intervention improved application performance, maintainability, and security. Legacy inventory tools were migrated to Power Apps, reducing data retrieval times by more than 60%.

Reporting Adverse Events Form

A digital form that allows customers to report adverse drug event episodes directly. Whenever a patient experiences an unexpected side-effect from a prescribed medication, the digital form enables the patient to submit the event, triggering the pharmacovigilance department for rapid response. Our system includes automated workflows and real-time notifications to ensure prompt routing to compliance teams.

Reporting Project Quality Complaints Form

We created a centralized platform for PTC to capture quality concerns about pharmaceutical products, offering a unified system for submission, review, and resolution.

Invention Disclosure App

An internal invention disclosure app was also developed to facilitate the submission and review of scientific innovations. R&D leaders now have a centralized dashboard to view, manage, and prioritize disclosures. With this technology, newly discovered compounds can be reviewed by R&D to assess metrics such as patentability and market potential, expediting the innovation pipeline.

ChatBot + CoPilot Integration

We introduced a conversational interface to support both employees and customers. The ChatBot answers routine questions, redirects users to Knowledge Base information, and escalates complex queries. CoPilot integration extended the chatbot’s ability to process domain-specific tasks.

The solutions were applied across PTC’s HR, Compliance, IT, R&D, and customer-facing Customer Service operations.

Following agile methodology, we worked iteratively, collecting detailed requirements and validating progress through weekly demos and feedback sessions. This ensured alignment with regulatory requirements and internal user expectations.

All solutions leveraged Microsoft’s enterprise-grade security features, including authentication via Azure AD, role-based access control, and secure storage in O365–compliant environments. Data capture and processing workflows adhered to industry regulations and were designed in accordance with privacy-by-design principles.

• The risk associated with its legacy system was eliminated through the migration of outdated apps to modern, maintainable platforms.
• Professional, secure, and compliant interfaces were implemented to facilitate customer feedback collection.
• New tools were provided to internal teams to collaborate, innovate, and make effective data-driven decisions.

• Customers can report safety or quality issues directly via user-friendly digital forms.
• Automated notifications and structured escalation paths ensured rapid internal response to critical feedback, minimizing delays and improving operational agility.
• The ChatBot offered 24/7 assistance, alleviating pressure on service desks and improving response time for customer inquiries.

Chiron’s software solutions delivered significant operational improvements for PTC, including a 40% reduction in IT support requests due to the implementation of automated workflows and intuitive self-service tools. Customer-submitted feedback is now processed three times faster, highlighting a marked improvement in customer engagement. Internally, the impact was equally strong. 90% of users reported positive experiences, citing improved usability.