InterSystems helps sellers spend less time searching and more time selling

The Business Issue

When your technology supports data for nearly a billion patients, trust isn’t a soft requirement. It shapes every decision, every customer conversation, and every system your teams use to do their work. InterSystems has spent nearly half a century building reliable systems for the world's most critical applications. The company needed a better way to help sales teams work through complex opportunities without slowing them down or forcing them into a rigid process that didn’t match how they sell.

The pressure showed up in everyday work. Sales teams needed to understand accounts, opportunities, contacts, history, and next steps. Managers needed enough context to coach. But too much of that knowledge lived in different places – emails, files, CRM records, and people’s heads. When sellers needed an answer, finding it could mean searching across systems or asking multiple colleagues for help. That took time away from the work that mattered most: preparing for better customer conversations and moving opportunities forward.

The Solution

InterSystems needed one place where sales work could come together, while still giving teams the flexibility to support complex buying journeys. To do that, the company used Pega Sales Automation^™ to bring sales work onto a common platform. That mattered because consistency and flexibility had to live together: Teams needed a shared way to manage work, without forcing every opportunity into the same narrow path.

As the program matured, InterSystems moved its Pega Sales Automation environment to Pega Cloud®. The reason was practical: The company needed a stronger, modernized foundation for scale, change, and future AI adoption.

This migration set the stage for their next major shift: adopting the modern Pega Constellation™ design system and infusing AI into the work. Pega AI Sales Assistant acts as an embedded, context-aware co-pilot that knows exactly where a rep is in the deal cycle. It surfaces relevant deal insights in real time, recommends next best actions, and enables voice-to-text dictation on mobile devices.

At the same time, Pega Knowledge Agent^™ serves as a collective go-to-market engine. By capturing patterns from every win and loss, the system ensures that the instincts of top-performing reps become shared institutional knowledge, rather than regional secrets. Reps can query the assistant directly about past deals or marketing campaigns, instantly pulling up tailored deal insights instead of searching across multiple databases.

That made AI practical for sellers. Instead of asking five colleagues for the same detail or holding another meeting to reconstruct account history, they could go to the agent. Just as important, AI had to work within the rules of the business. InterSystems valued that the experience respected existing access controls. For a company working in healthcare and other complex markets, that kind of governance is mission critical.

The next priority was adoption. If the experience felt hard, sellers would avoid it. If it helped them move faster, they would keep coming back. With Pega Constellation, InterSystems improved the user experience so sales teams could handle daily work more easily by keeping critical data in context and eliminating the need for constant tab-switching. Inbound requests and support issues around putting in data, resolving data, and closing leads started to go down drastically.

The Results

For InterSystems, that is progress people can see: a sales experience that gives value back to the people using it, with AI that supports the work without outrunning the guardrails. And that is the kind of progress teams can build on.

The transition from an administrative system of record to a system of intelligence yielded immediate, measurable results. Rather than forcing adoption, InterSystems saw an organic wave of interest. Approximately 30% to 40% of the sales force – about 260 reps across 25 countries – proactively self-requested and enrolled in the Pega AI proof of concept. The quantifiable impact on productivity was immediate:

• 80–90% reduction in administrative tasks and search times, allowing managers and reps to shift their focus from data entry to active sales coaching.
• The ability for CRM teams to build and deploy new customized AI tools or agents in hours instead of days, responding instantly to regional sales requests.
• Unified data visibility across previous silos, giving sales reps real-time, context-aware insights and support histories directly within their daily workspace.

Want to dive deeper into InterSystems’ journey? Watch their PegaWorld session here.