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Pharma Track and Trace Software: What to Look for When Switching Providers

By Covectra | Posted on January 13, 2026

How satisfied are you with your organization’s pharma track and trace software? If contract renewal is coming up and your team is still dealing with slow support, limited visibility into EPCIS data, or reporting that feels overly complicated, a provider switch may be the most practical next step.

Pharmaceutical companies are now dealing with the realities of DSCSA readiness after major enforcement milestones across 2025 for manufacturers, repackagers, wholesale distributors, and many dispensers. Teams need systems that help them operate reliably across packaging lines, warehouses, and trading partner connections.

For companies thinking about switching from an existing provider (including platforms like TraceLink and similar vendors), the decision usually comes down to a few practical concerns:

Will customer support improve or stay frustrating?
Will the system be easier to use day-to-day?
How long will the transition take?
What will the true total cost look like over time?

This guide breaks down what to look for—and how to make the switch without turning implementation into a drawn-out project

Key Takeaways for Switching Pharma Track and Trace Software

If your team is evaluating pharma track and trace software, these considerations can help you compare providers:

Customer service quality affects uptime, trading partner coordination, and response time when issues hit production deadlines.
Ease of use impacts serial number generation, exception handling, and fast access to EPCIS and compliance data.
Implementation time depends on integration approach, validation planning, and provider experience.
Overall cost is more than licensing—support, change requests, onboarding, and long-term effort add up.
The best switching plan includes a clear timeline, data access strategy, and internal ownership across Supply Chain, QA, and IT.

Signs It’s Time to Switch Pharma Track and Trace Software Providers

Not every complaint means a platform is the wrong fit. But certain patterns tend to show up when systems can’t support a scaling serialization program.

Here are common red flags companies report when considering a provider change:

Support tickets take too long to resolve (or answers don’t address the real issue)
Packaging and warehouse teams avoid the system unless they have to
Serial number tasks require multiple workarounds
Data access is difficult, slow, or unclear when teams need EPCIS information quickly
Onboarding new products, lines, or partners feels like a project every time
Cost increases show up at renewal, often tied to change requests or add-ons
Internal teams spend too much time explaining issues instead of fixing them

Covectra has previously discussed how inadequate vendor support can directly impact serialization program success—especially when time and coordination matter most.

Reading tip: Is Your Vendor’s Inadequate Support Hurting Your Serialization Project’s Success?

What to Look for in Pharma Track and Trace Software Customer Service

Customer service is one of the easiest areas to underestimate when selecting a provider. When serialization issues occur—whether on the packaging line or during EPCIS exchange—slow response times can delay shipments and add extra work for internal teams.

A stronger provider experience usually includes:

Fast response times and knowledgeable support

Support speed matters, but so does support quality. When issues involve line operations, EPCIS processing, or partner data exchange, generic ticket-handling slows everyone down.

Look for a team that understands:

packaging operations and serialization workflows
common DSCSA and partner connection scenarios
how to troubleshoot issues without “try again later” responses

Clear ownership for onboarding and escalations

Switching providers is easier when you know who owns the process. If your current provider routes every request through multiple layers, the same pattern may repeat during implementation.

Ask if the provider offers:

a named onboarding lead or implementation manager
escalation paths for urgent production issues
a consistent point of contact after go-live

Support that helps prevent recurring issues

A provider should help teams reduce repeat problems by improving workflows and handling common failure points, such as:

serial number commissioning exceptions
data aggregation issues
EPCIS validation errors
partner-specific formatting and routing requirements

Ease of Use: Serial Number Management and EPCIS Data Access

Usability matters in pharma track and trace software because day-to-day tasks should be straightforward. Serial number work and data access need to be reliable for packaging, QA, and supply chain teams.

Pharma track and trace software usability for serial number generation

Serial number generation should support packaging teams without forcing constant manual steps or delays.

Practical usability signals include:

quick setup for new products and packaging configurations
straightforward commissioning workflows
clean handling of rework, rejects, and decommissioning
audit-friendly records without extra reporting effort

If serial number management feels like a “special project” every week, switching providers becomes a strategic imperative.

Accessing the right data when teams need answers

Data access is another major driver for switching. During audits, partner troubleshooting, or internal QA reviews, teams often need to find answers fast:

What was commissioned, packed, shipped, returned, or destroyed?
What EPCIS events were sent and when?
Which lot, serial range, or product had exceptions?

When a system makes data hard to locate—or requires multiple exports to reach basic answers—teams burn time and take on extra risk.

Look for a platform that helps teams access:

EPCIS event data and transaction history
product and lot-level traceability information
integration logs and exception tracking

Implementation Time: How Fast Can You Switch Without Disrupting Operations?

Implementation time may not be “plug and play.” But switching doesn’t need to stretch into an open-ended rollout either.

A realistic transition depends on scope, including:

number of packaging lines
Level 1–Level 4/5 connections
warehouse processes and aggregation approach
partner data exchange needs
validation expectations

What speeds up track and trace implementation time

The fastest implementations typically share a few traits:

Clear project plan with defined roles for Supply Chain, IT, QA, and Operations
Integration strategy decided early (ERP, line systems, warehouses, partner gateways)
Validation planning aligned with internal change control requirements
Phased rollout for multiple lines or sites

When a provider has deep packaging-line experience, implementation becomes more predictable.

Real-world example: mid-size contract manufacturer rollout

Covectra supported a mid-size contract manufacturer that needed serialization capability to meet DSCSA expectations for brand owner customers. Covectra’s packaging line experience helped guide implementation for a manual packaging line, along with a program plan for additional lines over the next 10 months.

The deployment included AuthentiTrack Cloud Level 5 database access for brand owners, and when brand owners already had Level 5 systems, Covectra supported data transfer through a gateway approach.

Total Cost of Ownership: Pharma Track and Trace Software Cost Factors that Add Up

Licensing costs get attention during procurement. But the decision whether to move to a new provider is usually shaped by long-term cost patterns.

A helpful way to evaluate cost is to split it into categories:

1) Software and licensing costs

Baseline subscription or licensing costs matter, but only as part of the full picture.

Ask:

Is pricing tied to volume, products, sites, or events?
Are there add-ons required for core functions?
What’s included versus extra?

2) Implementation and validation effort

Implementation time costs money through internal effort—even when the vendor fee looks reasonable.

Consider:

internal hours for IT and QA review
validation documentation requirements
testing cycles and partner coordination

3) Support and change request costs

A common frustration is paying extra for normal operational needs.

Watch for contract terms that may add costs over time, such as:

fees for new trading partner configurations
charges for report updates or data access changes
billable support time for troubleshooting beyond what’s included in your agreement

4) Internal time spent managing the platform

This is one of the biggest hidden costs. When usability is poor, teams compensate through spreadsheets, offline tracking, or repeated manual checks.

A platform that reduces internal effort can lower long-term cost even if licensing is similar.

Provider Transition Plan: Steps that Reduce Risk

The best transitions start with a clear plan for timing, data continuity, and internal ownership across Supply Chain, QA, and IT. That work helps avoid downtime and keeps EPCIS visibility intact during rollout.

Here are steps to consider when changing providers

Step 1: Identify the real drivers behind switching

List the pain points you want resolved. Be specific.

Examples:

slow support response during production issues
difficulty generating serials for specific packaging formats
delays in partner onboarding
limited visibility into EPCIS events and transaction history

Step 2: Document what ‘good’ looks like after go-live

Define measurable outcomes.

Examples:

ticket resolution expectations
improved time to find transaction history
reduced manual work for common workflows

Step 3: Confirm data access and continuity needs

Confirm what must remain accessible:

serialization history and event records
reporting needs for QA and compliance
partner data exchange logs

Step 4: Align stakeholders early

Moving to a new provider is easier when the right teams are involved from the start:

Supply Chain / Serialization leadership (program ownership)
IT / Integration owners (systems and data flows)
QA / Compliance (validation and documentation)
Operations / Packaging (line-level workflows)

Step 5: Build an implementation timeline that fits production schedules

Avoid switching during peak packaging demand if possible. A phased plan can help teams control risk.

Phased options may include:

starting with one site or one line
moving one product group at a time
keeping legacy access available during transition

Questions to Ask Before Renewing a Track and Trace Provider Contract

If your organization is weighing a renewal against a provider change, focus questions on day-to-day requirements, support expectations, and long-term costs. These questions can help guide the conversation:

Here are questions that tend to get useful answers:

What support response time can we expect for production-impacting issues?
What does onboarding a new trading partner involve, and how long does it take?
How do we access EPCIS event history when a partner dispute occurs?
What changes require additional fees (reports, integrations, new workflows)?
What does implementation look like for expanding to additional packaging lines or sites?

If a provider can’t give clear answers—or answers change depending on who you talk to—switching becomes easier to justify.

A Better Provider Fit: Service, Speed, and Day-to-Day Usability

A provider change affects more than software access. The right platform can reduce rework in serial number workflows, improve EPCIS visibility, and make it easier for teams to resolve issues without slowing packaging or partner coordination.

Covectra’s AuthentiTrack platform is designed to support serialization programs with practical onboarding, accessible data, and a customer-first approach—especially for companies that need a provider that stays responsive after go-live.

Have questions? We can help you evaluate the transition plan, timeline, and cost expectations.

FAQ: Switching Pharma Track and Trace Software Providers

1) How hard is it to switch pharma track and trace software?

Switching difficulty depends on integrations, packaging line setup, validation requirements, and partner connections. A clear rollout plan reduces disruption.

2) How long does it take to implement a new track and trace provider?

Implementation time varies by scope. Timelines depend on number of sites, lines, integrations, and how quickly teams align on validation and testing.

3) Can we switch providers without losing serialization data access?

Many organizations keep access to legacy records while transitioning. A good switching plan includes data continuity planning, reporting requirements, and audit readiness.

4) What causes track and trace software costs to rise over time?

Common drivers include support add-ons, fees for changes, trading partner onboarding effort, and internal time spent working around usability limits.

5) What should we prioritize when comparing pharma track and trace software?

Teams often prioritize customer service, ease of use for serial number workflows, implementation time, and total cost of ownership over the full contract term.