1Office x Viet Nhat Health: Accelerating Digitalization – Optimizing Operations and Customer Experience

Recently, 1Office and Viet Nhat Medical Technology Joint Stock Company officially launched a digital transformation partnership project, marking a milestone in the journey to modernize the healthcare enterprise’s management and customer care operations.

The project is expected to help Viet Nhat Medical build an optimal operating model, seamlessly connect departments, and standardize management processes throughout the entire system.

Viet Nhat Medical – Pioneering the Application of Technology in Healthcare

Viet Nhat Medical is a premium healthcare system, pioneering the integration of modern technology and Japanese medical standards into medical examination and treatment services in Vietnam. The system currently includes two prominent member units:

• T-Matsuoka Clinic: a general clinic where Japanese doctors directly examine and treat patients, distinguished by its team of experienced experts and service quality that meets Japanese standards.

• NURA Vietnam: the first unit in Southeast Asia to apply AI technology in screening for cancer and lifestyle-related diseases, offering a modern and effective disease prevention solution.

The Challenge of Operational Management in a Modern Healthcare System

With its expanding scale and complex operational characteristics, Viet Nhat Medical is facing numerous challenges in managing work and customer data.

Lack of a centralized work management system: Tasks are currently assigned, received, and tracked via email or group chats, leading to easily missed information, difficulty in updating, and an inability to effectively monitor progress.

Manual reporting, difficult performance evaluation: The lack of metrics and a visual reporting system makes it difficult for management to measure the work efficiency of each department and individual.

Fragmented, disconnected operational processes: Without a synchronized platform connecting departments, information breakdowns, overlapping tasks, and inefficiency occur.

Scattered, non-digitized customer data: The customer care team is still managing information with Excel and lacks a tool to track interaction history, leading to limitations in care and personalizing the customer experience.

The Solution from 1Office: Connect – Standardize – Efficiency

After a process of evaluating and selecting a suitable solution, Viet Nhat Medical decided to implement two 1Office modules, 1Work and 1CRM, to thoroughly resolve operational bottlenecks.

1Work – Optimizing Work Management and Internal Operations

• Transparent and controllable work management: all tasks are clearly assigned with specific permissions, helping to reduce forgotten or overlapping duties.

• Visual, automated reporting system: Management and department heads can easily track the progress and performance of each individual, enabling timely coordination decisions.

• Seamless connection between departments: workflows are digitized and unified on a single platform, helping to increase productivity and reduce task processing time.

1CRM – Standardizing and Enhancing Customer Care Quality

• Building a systematic CRM system: completely eliminating manual data entry and customer management using Excel.

• More effective support for the Telesales team: The CRM automatically records interaction history and provides reminders for periodic follow-ups, helping consultants personalize the experience and increase conversion rates.

• Enhancing the customer experience: centralized data and a coherent care flow ensure customers receive more professional, attentive, and timely service.

With the partnership of 1Office, Viet Nhat Medical is step by step realizing its goal of building a modern, effective, and highly connected management model. This is not just a simple digital transformation project, but also a pioneering effort to create a model of a technology-driven healthcare organization—a place where people and systems develop sustainably together.