Where validation rules meet IT fulfilment.
Pharma, biotech and healthcare networks run two parallel IT environments — the office estate where the rules are normal enterprise IT, and the GxP-validated lab environment where every piece of equipment has to be traceable, validated and audit-ready. Smart Collect® is the only ServiceNow-native platform built to handle both at once.
A global pharma enterprise replaced manual hardware fulfilment with Smart Collect-orchestrated lockers across regulated lab and office sites — removing the ticket bottleneck that was costing employee productivity and breaching OLAs.
Two IT environments, one user, one ticket.
Pharma and biotech IT teams run two parallel estates with very different rulebooks — and the same person often moves between them every day. Most IT-fulfilment platforms are built for one or the other. Smart Collect is built for both.
Normal enterprise IT — at enterprise scale.
Distributed offices across countries, regions and time zones. Standard laptops, peripherals, headsets, monitors. The challenge isn't complexity — it's volume, geography and the cost of having engineers do work that doesn't need an engineer.
- Self-service hardware swap, lend, return and replacement
- 24/7 access without on-site IT
- Every transaction logged inside the existing ServiceNow record
- No bolt-on system, no separate audit trail to reconcile
Audit chain is the constraint. Always.
Lab and clinical environments where every piece of equipment is tracked against a validated process, a named user and a named record. The regulator wants chain of custody from cabinet to bench and back. Manual processes break that chain the moment a clipboard goes missing.
- Validated equipment movement tracked to named user, named record
- Sterile-friendly access patterns (no shared paper sign-out)
- Audit-ready trail inherited from your ServiceNow validation posture
- Multi-site lab estates with sector-specific access controls
The compliance posture isn't bolted on. It's inherited.
Smart Collect is the only ServiceNow-certified locker and vending application. Which means your GxP-validated ServiceNow platform isn't compromised by a third-party integration — it's extended by a native one.
Built on ServiceNow
Smart Collect runs as a certified application inside your existing ServiceNow platform. No new system to validate. No separate database to audit. No additional vendor data residency to negotiate. Your compliance posture is whatever ServiceNow's is — because that's where it lives.
One ticket. One item. One record.
Every dispense, return, swap and lend is bound to a ServiceNow ticket and a named user. The audit chain isn't reconstructed at audit time — it's written as the transaction happens. Designed for FDA, MHRA and EMA scrutiny without ever leaving the ServiceNow record.
Multi-site by default
Pharma and biotech estates rarely have one site. Smart Collect runs across distributed lab, office and clinical-trial locations with site-specific access controls, sector-specific reporting, and a single management plane inside ServiceNow. The estate scales without the audit complexity scaling with it.
Global pharma. Regulated lab and office sites. 500%+ throughput.
One of the world's largest research-led pharma enterprises moved its IT-equipment fulfilment from a manual, ticket-bound model to Smart Collect-orchestrated lockers across regulated lab and office sites. Here's what changed.
"We removed the ticket bottleneck that was costing us research days."
Before Smart Collect, hardware fulfilment was the throughput constraint on every onboarding and every break-fix. After Smart Collect, the same IT team supported a 500%+ increase in fulfilment volume without growing — while reducing breached OLAs by more than a third and cutting fulfilment time by 83%.
Four workflows where pharma IT recovers the most days.
Every use case Smart Collect supports applies to pharma — but four matter disproportionately. They're the ones where compressed clinical timelines, distributed lab estates and regulated equipment movement most often turn into IT-fulfilment delay.
New starter kit-out for clinical and lab staff.
A clinical scientist starting on Monday in Boston, Basel or Bangalore needs the same Day-1 productivity as an office hire — but with equipment that may need to be issued against a validated record.
Break-fix swap during a live experiment.
When a laptop fails in the middle of an experiment, the cost isn't the laptop — it's the lost research time. Smart Collect's swap workflow drops fulfilment time to minutes inside the same ServiceNow ticket.
Loan-and-return for shared lab equipment.
Specialist equipment that moves between researchers, projects and sometimes sites. The borrow-and-return loop is where audit chains usually break. Smart Collect closes it in ServiceNow with no clipboards.
Peripheral fulfilment across distributed sites.
Headsets, dongles, mice, keyboards. Low value individually, high volume in aggregate, and almost always the work that turns engineer time into porter time. Smart Vending removes the engineer entirely.
Designed for the regulators your team already answers to.
Smart Collect doesn't generate regulatory readiness by itself — that always sits with your validation, quality and IT teams. But because it runs as a certified application inside ServiceNow, the readiness posture you already have extends to it natively.
FDA 21 CFR Part 11 E-RECORDS
Electronic record and signature controls for pharma operations. Smart Collect transactions inherit your ServiceNow record integrity, change control and access controls — meaning equipment chain of custody sits inside the system the regulator already inspects.
EU GxP / Annex 11 COMPUTERISED SYSTEMS
Computerised systems used in GxP processes need to be validated, traceable and audit-ready. Smart Collect on ServiceNow inherits your existing GxP validation lifecycle and audit chain — rather than introducing a new system to validate independently.
HIPAA & data residency PHI / DATA HANDLING
Smart Collect doesn't hold patient data, but it lives next to systems that do. By keeping all transactional data inside your ServiceNow instance, the data residency footprint stays inside your existing healthcare data perimeter.
ISO 27001 alignment INFOSEC
Velocity Smart Technology is ISO 27001 and ISO 9001 certified. Smart Collect's architecture — ServiceNow-native, no external database, no third-party data plane — is designed to extend rather than complicate your existing information security posture.
Why most smart-locker platforms struggle in pharma.
The smart-locker market is mostly built for retail click-and-collect or generic enterprise hardware drop-off. Almost none of it is built for regulated environments. Here's how Smart Collect compares on the axes that actually matter.
How a pharma rollout actually goes.
Smart Collect's ServiceNow-native architecture means pharma deployments don't take the year that most validated-system rollouts take. Here's the typical shape of the first ninety days.
Validation scoping with your QA team.
Your existing ServiceNow validation lifecycle is the starting point. We work alongside your QA, IT and validation team to scope what changes when Smart Collect is added — usually less than teams expect, because the data plane doesn't move.
Hardware install & pilot site.
Locker, vending or kiosk units land at the pilot site — usually a single lab building or office floor. Smart Collect application installs into your ServiceNow instance during a standard change window. Pilot users start using it the same week.
Estate rollout planning & sign-off.
With pilot validation evidence in hand, your QA team signs off on rolling the same configuration across additional sites. Most pharma customers go from pilot to multi-site within a quarter — orders of magnitude faster than introducing a new standalone validated system.
Common questions from regulated IT teams.
No — and this is the single biggest difference between Smart Collect and any other locker platform you'll evaluate.
Because Smart Collect is a ServiceNow-certified application running inside your existing ServiceNow platform, it sits within the validation lifecycle you already have. Your QA team isn't validating a new system end-to-end — they're validating a new module inside a system that's already through the lifecycle.
The practical difference: typical standalone-system pharma rollouts take 9 to 18 months. Smart Collect rollouts complete within a quarter.
All transactional data lives inside your ServiceNow instance. Every dispense, return, swap and lend is a ServiceNow record under your data residency, your retention policy and your access controls.
The locker, vending and kiosk hardware themselves communicate with Smart Collect through certified channels — but no transactional data sits in a Velocity-hosted database. There is no "vendor cloud" holding pharma equipment movement records.
Yes. That's the core integrity model: one ticket, one item, always a ServiceNow record.
Every transaction binds a named user, a named asset and a ServiceNow ticket. When the chain of custody question comes up at audit time, the answer is in the system the regulator already inspects — not in a clipboard, not in a parallel vendor database, not reconstructed at audit time.
Smart Collect supports authentication patterns appropriate for sterile and controlled environments — including badge-only access, PIN-code retrieval and pre-allocated codes that remove the need for shared touchscreens during sensitive workflows.
Hardware configurations across the locker, vending and kiosk product lines can be specified for clean-room-adjacent areas, including stainless-steel surfaces and contactless access options.
Smart Collect is designed to extend rather than replace anything in your existing ServiceNow stack. It plugs in alongside ITSM, ITAM, HRSD, CSM and whatever other modules you've validated.
The integration model is native ServiceNow — the same tooling your team already uses to manage modules they've already validated.
The case study headline number (500%+ throughput uplift) comes from a global pharma deployment, but the unit economics work at much smaller scale too — research institutes, mid-cap biotech, hospital trusts running ServiceNow, medical-device manufacturers, contract research organisations.
The right test is whether ticket-bound hardware fulfilment is currently a constraint on your IT team's capacity — not how many sites you have.
Three ways to take this further.
Global pharma case study, in full.
The complete write-up of how a research-led global pharma enterprise hit 500%+ throughput uplift, 83% faster fulfilment and 34% fewer breached OLAs across regulated lab and office sites.
Read the case studyTake the ROI Challenge.
Use our interactive ROI calculator to model what Smart Collect could deliver across your pharma or healthcare estate. Get a directional view in 30 seconds, or book the workshop for a bespoke business case calibrated to your operations.
Open the calculatorHow Smart Collect® actually works.
The full technical breakdown of the only ServiceNow-certified locker and vending application — architecture, features, integration model, and the reasons it's built differently to every other vendor in the category.
See the platform pageA 60-minute workshop, scoped to your pharma estate.
We work through your sector, your validation environment, your distributed estate and the specific use cases that move your numbers. You leave with a sector-anonymised view of what we'd build, what it'd cost, what it'd save and when it'd pay back. No slideware. No sales pitch. Just the maths and the model.