{"id":141619,"date":"2021-11-09T13:41:00","date_gmt":"2021-11-09T13:41:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=648401"},"modified":"2025-04-02T11:34:09","modified_gmt":"2025-04-02T11:34:09","slug":"salesforce-crm-platform-enables-atos-medical-to-focus-on-its-patients","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/salesforce-crm-platform-enables-atos-medical-to-focus-on-its-patients\/","title":{"rendered":"Salesforce CRM platform enables Atos Medical to focus on its patients"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/ÎÚÑ»´«Ã½_Client-Stories_Atos-Medical.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:51% 28.000000000000004%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Salesforce CRM platform enables Atos Medical to focus on its patients<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/02\/Atos-Medical-case-study-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download report<\/span><span class=\"type\">923 KB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client:  Atos Medical <\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Nordics<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Life Sciences &amp; Healthcare<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\" id=\"introParaWrapper\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/salesforce-crm-platform-enables-atos-medical-to-focus-on-its-patients\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/salesforce-crm-platform-enables-atos-medical-to-focus-on-its-patients\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Through its partnership with ÎÚÑ»´«Ã½, Atos Medical manages to design, configure, and roll out the Salesforce Sales Cloud solution to 18 countries successfully despite a global pandemic<\/h2><p class=\"intro-para-content\"><strong>Client Challenge:<\/strong>\u00a0To better support approximately 100,000 patients with a team of around 400, Atos Medical wanted to implement a CRM platform that could ensure standardized, less manual processes and optimize the entire patient journey<br><br><strong>Solution:<\/strong>\u00a0Partnering with ÎÚÑ»´«Ã½, Atos Medical implemented the Salesforce Sales Cloud, customized the patient journey, and provided users with a 360-degree patient view<br><br><strong>Benefits:<\/strong><br>Improved engagement with patients to provide early, ongoing, and personalized support for life<br>Optimized patient experience and accelerated innovation leadership<br>Secured a strong foundation through reliable and simple business processes supported by corporate infrastructure<br>Faster patient support as a result of Atos Medical\u2019s 360-view of patient<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video\"><div class=\"bg-color video-align-left\"><div class=\"container\"><div class=\"row video-align-right\"><div class=\"col-md-12\"><div class=\"video-align-right row box box--4 box--mini\"><div class=\"col-md-1\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/o1ueQW97Gmk\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-3\"><h4 data-maxlength=\"34\"><\/h4><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n\n<h3 class=\"wp-block-heading\" id=\"h-using-data-to-better-help-customers\">Using data to better help customers<\/h3>\n\n\n<p>In a world increasingly shaped by digital technology, medical technology provides a unique opportunity for innovation to directly benefit people. By making sure that new treatments reach patients faster and simplifying the process to receive critical care, information, and equipment, digitally driven organizations can improve the quality of life for those most in need. Any work that can be done to make the experience easier for patients, whether by making their journey fast and painless or by enabling an organization to reach out to them proactively, can have a substantial impact.<\/p>\n\n\n<p>So, when Atos Medical, a leading provider of neck stoma care to around 100,000 customers, saw an opportunity to improve the way it performed patient care management, the company did not hesitate.<\/p>\n\n\n<p>\u201cOur whole identity is built around a customer-centric approach,\u201d explains Henrik Helmer Hansen, Vice President of Strategy &amp; Commercial Excellence at Atos Medical. \u201cEverything we do, every decision we make is about making life better for our users. As we\u2019d spread out across the world, our various teams had become a bit isolated and developed their own ways of managing patient data and contact. Unfortunately, this meant that we really didn\u2019t have a universal view of our users, all of whom needed critical care of some kind.\u201d<\/p>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-global-solution-for-a-global-organization\">A global solution for a global organization<\/h3>\n\n\n<p>To better serve its customers and create more personalized experiences, Atos Medical wanted to develop and implement a new customer relationship management (CRM) platform. By doing so, the organization could introduce standardized processes for data storage and utilization so that teams could share information and ensure that the overall company had a common understanding of customer needs and conditions.<\/p>\n\n\n<p>\u201cWhen everyone\u2019s entering data manually and using different formats that are suited to local processes rather than global use, it becomes difficult to really engage with our users in a way that fits their particular needs,\u201d Mattias Leire, Vice President of Tracheostomy &amp; IT at Atos Medical. \u201cThis meant that some of our users were contacted with services that they didn\u2019t need or later than would have been ideal. This didn\u2019t fit our identity or our ideal methods, which meant it was time for one single global approach to data management.\u201d<\/p>\n\n\n<p>This realization led Atos Medical to select Salesforce CRM technology as its solution. The organization worked with ÎÚÑ»´«Ã½ to take an agile approach to developing the solution through a series of short sprints. By the end of these collaborative efforts, Atos Medical had a platform that was fully integrated into its other systems and offered teams all over the world a 360-degree view of their patients. In addition, automation and standardization minimized human error and helped the organization avoid knowledge loss resulting from absences or turnover.<\/p>\n\n\n<p>\u201cGoing into this project, we wanted to get back to our customer-centric roots,\u201d explains Hansen. \u201cThis was about Atos Medical delivering key medical equipment to the people who needed them as quickly as possible and making it as stress-free an experience as possible. With our universal approach to data, it\u2019s easier now to reach our users exactly when and how they need us.\u201d<\/p>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-taking-the-next-step-into-the-future\">Taking the next step into the future<\/h3>\n\n\n<p>Of course, this isn\u2019t the end of Atos Medical\u2019s pursuit of innovation within the medical sphere. The organization foresees continuing changes resulting from new digital technology that will make its own operations stronger but also change how patients engage with the organizations that can help them.<\/p>\n\n\n<p>\u201cWell, one of the first ways I see customer contact continuing to change is through omnichannel communication,\u201d says Hansen. \u201cAs time goes on and people get more mobile, they also keep looking for new ways to connect that better fit their needs. We want to be as flexible as possible so that users from all walks of life and all sorts of backgrounds feel comfortable accepting our help during one of the most stressful periods of their lives.\u201d<\/p>\n\n\n<p>With the option for contact through SMS, mobile applications, and video calls, Atos Medical and other healthcare-related organizations will offer users greater control over an increasingly personalized experience. This approach would create another avenue through which Atos Medical can engage with its users and ensure that medical information is put in the hands of those who most need it.<\/p>\n\n\n<p>\u201cAI is everywhere today, and it\u2019s no different in the medical field,\u201d Hansen explains. \u201cIn the future, it\u2019ll be much easier for our users to learn about the equipment we offer without needing to wait for a response. And really, this will just be yet another option from which to choose their particular, preferred form of communication.\u201d<\/p>\n\n\n<p>As healthcare continues to evolve, Atos Medical foresees a dynamic future built around predictive analytics, AI, and digital interfaces through which users can reach experts any way they want and at any time. Regardless of the new technologies that enter the industry, the organization plans to keep its focus where it has always been and where it truly matters: the customers.<\/p>\n\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Through its partnership with ÎÚÑ»´«Ã½, Atos Medical manages to design, configure, and roll out the Salesforce Sales Cloud 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