Vilua Healthcare

Seamless Customer Communication for Improved Maintenance Quality due to Sales Platform

The healthcare company Vilua intends to become increasingly digital and focused on the benefits of its participants, who take advantage of Vilua's workplace health promotion (WHP) programs. Brokered by employers, insurers and health insurance companies, both participants and Vilua's health coaches experience improved quality of care thanks to the process support provided by the Salesforce platform.

Benefit for our Customer

Uniform BGF processes across all sites

Optimization of the support process and increase of customer benefit

Digital mapping of service center processes

  • Requirements

    Salesforce-Platform for Corporate Health Promotion

    With this order, Vilua intends to set up an independent system landscape that digitally maps the company's service center processes and focuses on Vilua's core business - offers for workplace health promotion. The introduction of the Salesforce Service Cloud was the foundation stone for this. The premise was to focus on customer benefits from the outset through a uniform and customer-centric orientation of the system and the optimization of the health promotion processes.

  • Solution

    Conception and Implementation of the new Salesforce CRM

    On the basis of a previous technology evaluation, the choice fell on Salesforce CRM. Within only 6 months, the conception, implementation and roll-out of the system were successfully completed and the first customer data was migrated from the old system to the new platform.
    Prior to this, the processes to be mapped had to be evaluated and defined. The subsequent Salesforce solution could therefore be individually adapted to Vilua's requirements.
    The optimization of the support process through seamless customer communication across the various channels and coordinated and automated scheduling were of particular importance. To achieve this goal, the integration into the growing IT landscape took place in parallel. Prior to the roll-out, the respective administrators and key users at the various sites received user training to ensure they were ready for their new system.

  • Benefit

    Salesforce Service Cloud Maximizes Customer Benefit

    The introduction of the Salesforce CRM now enables Vilua to map a uniform BGF process across all locations. This creates the basis for further expansion of the core business model.
    The health motivators and coaches benefit from centrally stored health-related data with an all-round view of their customers. Through individual configuration, they receive exactly the information they need for individual health advice. For example, they can see the treatment status, create coaching appointments and document the participant history. Thanks to the link between Salesforce and the Vilua app, participants in BGF can in turn view their data and appointments while on the move - coaching participants can therefore take place without delay.

  • Perspective

    Further development and mapping of CareCenter processes

    The future agenda includes the further development of workplace health promotion and the mapping of Vilua's CareCenter processes. The CareCenters are locally linked to clinics and offer a comprehensive health check, including occupational medical examinations, coupled with consultations with a doctor and health coaching. The intention is to digitally map the entire process journey of the participants and to make it even more customer-centric.

  • Jürgen Appl, Project Manager Health-Cockpit, Vilua Healthcare GmbH

    „We were and are very satisfied with the performance of T-Systems MMS. We were always convinced by the solutions presented, especially the structured and professional approach as well as the adherence to milestones. We are looking forward to the continuation of our partnership cooperation.“

About Vilua

Vilua Healthcare GmbH, with more than 190 employees at four locations, stands for health maintenance in corporations, insurance companies and health insurance companies as well as clinics. By offering programs to collect health-related data from company employees, insured persons and patients, Vilua's healthcare services help identify groups of people with health risks and recommend tailored measures to keep them healthy. As a result, (company) sick leave can be reduced and employees can be kept healthy.

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