The system is expected to optimise the operating system, standardise data, and analyse customer insight as it will be deployed across 40 units within the Medlatec medical network. As a result, Medlatec hopes to improve customer knowledge to better assist and accompany them, gradually transforming into a 'customer-centric' organisation.

"With a vast network of 2500 personnel working in 42 subsidiaries spanning across multiple services for 26 years, Medlatec has sought for a way to manage customer data effectively. This is a problem for Medlatec because the company has never conducted formal research on CRM," said Nguyen Tri Anh, general director of Medlatec.

"Our CRM project with KPMG is revolutionary, serving as the key technological solution that ensures Medlatec's digital transformation success, as well as the driving force for Medlatec's long-term development."

Go-live moment between Medlatec group and KPMG in Vietnam with Microsoft’s representatives

William Nguyen, partner and head of IT Advisory at KPMG in Vietnam, added that customer experience is currently regarded as the most significant aspect that all businesses, regardless of sector or location.

"The advancement of technology has resulted in a plethora of products and services that enable unlimited contact with customers, removing any time and distance constraints. As a result, there is a high demand for customer insight, specifically where the touchpoints are. The CRM will allow Medlatec to create specific, realistic customer portraits, from which personalisation for each customer can be established. KPMG in Vietnam is honoured to be trusted by Medlatec," Nguyen noted.

With years of experience, customer knowledge, and a thorough understanding of business sectors in Vietnam, KPMG in Vietnam was named Microsoft's D365 CRM partner of the year in Vietnam for the second year in a row (2021 and 2022).