Phuong Chau Healthcare Group Launches Customer Experience Management Project – Salesforce CRM Across Its Hospital System
OMN1 Solution — With CRM solutions in healthcare, the challenge is not simply about the software, but about seamlessly connecting with HIS-EMR to transmit clinical care protocols and Clinical Pathways into a continuous care journey before, during, and after hospitalization.
Phuong Chau Healthcare Group has officially launched a project to implement a Customer Relationship Management (CRM) solution through Salesforce CRM in partnership with OMN1 Solution — a leading Salesforce partner in Vietnam. The project aims to standardize data and manage the patient care journey seamlessly across four facilities in Can Tho, Sa Dec, Soc Trang, and Ho Chi Minh City (Phuong Nam Hospital).
The project connects customer data throughout the care journey, healthcare operations, and business activities on a unified platform. Instead of managing patients based on individual visits, Phuong Chau will be able to track the entire care journey across different stages, enabling its teams to identify care needs more quickly and personalize engagement from the very first touchpoints. This marks a strategic and necessary step in the organization’s efforts to standardize quality across its entire healthcare system, as the first healthcare group in Southeast Asia to achieve JCI Enterprise accreditation.
Representatives of Phuong Chau Healthcare Group shared insights about the project.
A Comprehensive Women’s Healthcare Ecosystem Across the Entire Life Cycle
With this direction, Phuong Chau aims to develop an interconnected, comprehensive healthcare ecosystem across the entire life cycle, bringing together Obstetrics, Gynecology, Pediatrics, Reproductive Support, and General Medicine on a unified data platform. Within this ecosystem, a lifelong healthcare journey for women is designed in detail through specialized health programs covering adolescence, HPV vaccination, premarital health checkups, pregnancy, childbirth, postpartum care, cervical cancer screening, perimenopause, elderly healthcare, infertility treatment, and assisted reproductive services. This direction reflects a broader shift in the healthcare industry: from a model focused primarily on examination and treatment toward proactive and personalized healthcare, while customers increasingly expect a seamless experience before, during, and after hospitalization.
To support this model, Salesforce CRM is designed with modules and capabilities such as 360-degree customer profiles, automated customer-related processes to ensure a consistent experience, Clinical Pathway management, and analytics and predictive capabilities to support management…
Where Do the Challenges Lie?
The specific professional requirements of each specialty are also incorporated directly into the system design, enabling a lifelong healthcare journey for women to be connected with the appropriate Clinical Pathways.
“JCI Enterprise standards set high requirements for consistency in the quality of care across all facilities. For Phuong Chau, digital transformation is not simply about introducing another system into operations, but about ensuring that this consistency is maintained throughout the customer journey. We want every piece of data captured to be able to support the next step in care, so that customers do not experience disruptions between different stages of their journey,” a representative of Phuong Chau Healthcare Group shared.
With the project being deployed across four facilities, the healthcare CRM project on the Salesforce platform is expected to elevate the customer experience and help Phuong Chau fulfill its mission of “Serving with Heart” for every customer.
Representatives of OMN1 Solution and Phuong Chau Healthcare Group (PCG) at the project kick-off.
About OMN1 Solution
OMN1 Solution is an official Salesforce implementation partner and distributor in Vietnam, supporting businesses in leveraging technology to enhance operational efficiency, customer experience, and management capabilities. We are proud to accompany Phuong Chau Healthcare Group in building this CRM solution.
