Automation, AI, and omnichannel tools drive Lupin’s next phase of growth

Lupin is one of India’s leading multinational pharmaceutical companies, headquartered in Mumbai. Known for its presence in generics and branded generics, the company operates across key therapeutic areas such as respiratory, cardiovascular, anti-diabetic, gastrointestinal, women’s health, and CNS. 

As company braces to enter its 50th year of operation, Lupin has accelerated it digitisation efforts for improved efficiency, agility, and better patient outcomes. According to Lupin’s annual report, FY25 particularly was monumental in its digital transformation journey. 

Lupin noted that its enhanced technology utilisation forms the foundation of the company’s efficiency initiatives across both the value chain and support functions. Through continued investment in automation and real-time data analytics, multiple operational processes have been streamlined, human error has been reduced, and inventory management has been optimised. 

During the year, the digital supply chain was extended to additional areas, improving agility and visibility across operations. GenAI use cases were also piloted in sales, quality, and manufacturing. In FY26, Lupin plans to scale them across business units globally. With a focus on ethical AI and data governance Lupin is now progressing toward scaling these high-impact applications across the enterprise.

Digital innovation was positioned as a central enabler of Lupin’s strategy to enhance healthcare access and improve patient outcomes. The company highlighted how advanced technologies were being used to empower both field representatives and healthcare professionals, supporting meaningful engagement and promoting equitable access across its stakeholder ecosystem.

Its omnichannel platforms—Lupin Connect, DigiEngage, and GP Konnect are facilitating multichannel interaction with healthcare professionals (HCPs) by integrating digital tools and telecommunication. These platforms were presented as strategic touchpoints that extended beyond traditional sales channels, providing timely access to educational content, therapeutic updates, and clinical guidelines. This knowledge-driven engagement was said to equip HCPs with evidence-based insights to support optimal patient care. These strategies had reached more than 100,000 HCPs, Lupin said. 

SmartRep, the digital backbone of the sales has seen 98% adoption across divisions. The platform integrates performance tracking, coaching modules, a central knowledge hub, and appraisal systems. Sahayak, a query-management system embedded within SmartRep, has resolved over 11,000 queries in FY25 with a 95% resolution rate.

Lupin stated that it had advanced its digital efforts further with the launch of SmartBuddy, a generative AI–powered assistant for pharmaceutical field teams. Integrated within SmartRep, SmartBuddy offers personalised call planning, coverage analytics, and medical information support.

Lupin has also established a Global Technical Operations (GTO) function that brings manufacturing, supply chain, and procurement under one umbrella  to create an integrated function. It has enabled closer collaboration amongst functions to optimise costs: leverage internal expertise to drive cost optimisations, productivity improvements, resource efficiency, and innovation. 

Lastly, with increased digitalisation comes greater exposure to cyber threats and data breaches, both at enterprise and patient data levels. To this end, Lupin has strengthened its cybersecurity framework through robust monitoring, penetration testing, and employee sensitisation programs, aligned with global standards.
The Indian pharmaceutical industry is set to grow 2.2x over the next five years, powered by export momentum, innovation, and digital adoption (EY-FICCI Pharma Report, 2024). The sector is also undergoing a major shift from a largely prescription-driven model to a broader healthcare ecosystem.

AI and automation are becoming central across the value chain, from early R&D to commercial operations, while infrastructure upgrades and rising digital penetration are expanding healthcare access in underserved areas. Lupin says that its India strategy is closely aligned with this transformation.