New tech implementations are enabling us to streamline processes, improve decision-making through data-driven insights, and reduce operational costs: Ajay Yadav, Head of IT and Security, SBL

SBL Global has been at the forefront of leveraging technology to revolutionise the homeopathic medicine sector. From integrating advanced IT solutions like SAP S/4HANA to enhancing patient engagement through CRM systems, SBL’s digital transformation journey underlines its commitment to efficiency, innovation, and customer-centricity. In an exclusive interview with Ajay Yadav, Head of IT and Security, SBL shares insights into the company’s IT strategy, digital advancements, and cybersecurity initiatives aimed at transforming healthcare delivery and patient care.

What role does technology play in SBL’s mission to provide world-class homeopathic solutions? How has your IT strategy evolved in recent years to support business growth?

Technology is pivotal in SBL’s mission to provide medical solutions by enabling efficient operations, enhancing customer experiences, and driving innovation. With a strong IT infrastructure, SBL ensures seamless integration across its business functions, from production to distribution, e-commerce, and customer support.

Adopting modern technologies, such as Rise with SAP S/4HANA, has allowed the company to streamline processes, improve decision-making through data-driven insights, and reduce operational costs. Furthermore, integrating e-commerce platforms and enhancing digital customer touchpoints are priorities as the company expands its reach in the medicines market.

The IT strategy is to enable future growth through automation, data analytics, and improved customer engagement across all platforms.

Some of the key initiatives are:

– E-commerce integration:
 Integration with backend systems enhances patient accessibility to medicines and services. and collaboration with platforms like TATA 1mg, Flipkart, and Health Mug ensures a smooth purchasing experience.
– Improved order fulfillment:
  Seamless e-commerce and logistics integration result in quicker order processing and faster deliveries.
– Enhanced customer experience:
   Data analytics drive personalised offers and better patient interaction, leading to improved retention.
– CRM system:
  The system manages patient interactions more effectively, enabling follow-ups, feedback collection,  and personalised care recommendations.

In the context of pharma, how does your organisation ensure the security and confidentiality of sensitive patient data? What measures do you have in place to address data breaches?

SBL places a high priority on securing sensitive patient data and mitigating data breaches through the following measures:

1. Data encryption:
    – All sensitive data, including medical histories, is encrypted in transit and at rest.
2. Access control and authentication:
    – Multi-factor authentication (MFA) ensures that only authorised personnel can access data.
3. Regular security audits:
    – Frequent assessments identify vulnerabilities and implement necessary updates.
4. Compliance with regulations:
    – Adherence to regulations like the Information Technology Act ensures legal compliance.
5. Data backup and disaster recovery:
    – Regular backups and tested recovery processes ensure data integrity during breaches or failures.
6. Employee training:
    – Staff are trained to recognise phishing attempts and securely handle patient data.

How is SBL leveraging technology to support research and development in medicines? Are there any technology-driven projects that have significantly contributed to product innovation?

SBL is leveraging advanced technology to enhance its R&D efforts, contributing to innovation and product development.

Key areas:

1. Data analytics for research Insights:
   – Historical data analysis improves understanding of treatment outcomes and product performance.
2. AI and ML integration:
   – Machine learning models are planned to predict disease trends and interactions between remedies.
3. Digital tools for clinical trials:
   – Electronic data capture systems accelerate trial analysis and approvals.
4. Technology-driven projects:
   – AI-driven simulations for complex cases optimise formulations and minimise trial-and-error approaches.

Given the stringent regulations in the pharma sector, how does SBL ensure compliance while maintaining flexibility and innovation in its operations?

SBL achieves a balance between regulatory compliance and innovation through:

1. Regulatory frameworks:
   – Adherence to the Drugs and Cosmetics Act, GMP, and GDPR (as applicable).
2. Automated compliance monitoring:
   – IT systems track adherence to protocols in real-time.
3. Agile IT operations:-
   – Rapid project iteration ensures regulatory feedback is incorporated efficiently.
4. Cross-functional collaboration:
   – Legal, IT, and compliance teams work closely to preempt regulatory issues.

What are some key cybersecurity challenges specific to the pharma sector, and how is SBL addressing these to protect its digital assets and infrastructure?

SBL faces and addresses challenges like:

1. Data breaches:
   – Encryption and access controls prevent unauthorised data access.
2. Ransomware attacks:
   – Advanced threat detection and secure backups mitigate risks.
3. Legacy systems vulnerabilities:
   – Migration to modern platforms like SAP S/4HANA reduces vulnerabilities.
4. Third-party vendor risks:
   – Strict compliance monitoring ensures vendor adherence to security standards.
5. DDoS attacks:
   – DDoS mitigation tools block malicious traffic and maintain service continuity.
   

By proactively addressing these challenges, SBL safeguards its digital ecosystem while ensuring secure, efficient operations.

Disclaimer:

The inputs shared in the above interview are personal to the spokesperson and do not reflect the company’s view or perspective.