Case Study: Atos Medical improves patient support with Capgemini and Salesforce CRM

Salesforce CRM platform enables Atos Medical to focus on its patients

Atos Medical, a global leader in laryngectomy care, faced a challenge in supporting approximately 100,000 patients across 20 countries due to its reliance on inconsistent, manual, and localized processes. This made it difficult to share a universal view of patient status and provide personalized services. To address this, Atos Medical partnered with vendor Capgemini to implement the Salesforce Sales Cloud platform to standardize and optimize its patient journey.

Capgemini designed and configured a customized Salesforce solution, providing a 360-degree patient view integrated with back-end systems. Following an agile rollout to 18 countries and a change management initiative, the solution streamlined operations. The new CRM platform simplified processes, reduced manual efforts, and made employee onboarding easier. As a result, Atos Medical can now support more patients effectively with its existing team and has secured a strong foundation for future patient engagement innovations.

Atos Medical

Henrik Helmer Hansen

Vice President of Strategy & Commercial Excellence