URGO Relies on VISEO to Enhance Its Salesforce Platform and Boost Business Team Performance

A Collaboration Focused on CRM Performance

A major player in the healthcare industry, URGO is a French family-owned group historically headquartered in Dijon. Present in more than 60 countries and employing nearly 4,000 people, the Group develops innovative solutions designed to improve patients’ quality of life through its Urgo Medical and Urgo Healthcare businesses. This year, URGO will surpass €1 billion in revenue.

In an environment where customer relationship quality and field team efficiency are critical, URGO chose to strengthen the management and evolution of its Salesforce platform by partnering with VISEO.

Addressing Both Technical and Business Challenges

At the outset of the project, URGO aimed to secure the day-to-day operation of Salesforce while enabling its internal teams to focus on higher-value initiatives.

Beyond maintenance and support requirements, the objective was also to enhance business processes related to customer relationship management, sales activities, and the overall user experience for field employees.

“We needed a partner capable of supporting the daily Salesforce operation while helping us tackle more strategic topics such as technical debt reduction, platform enhancements, and the continuous improvement of our business processes.”

A Salesforce AMS Engagement That Goes Beyond Support

The collaboration between URGO and VISEO was progressively built around an Application Management Services model that combines support, continuous improvement, and project delivery.

Today, part of the RUN backlog is handled by VISEO, allowing the internal team to manage recurring requests more efficiently while dedicating more time to strategic initiatives.

At the same time, several transformation initiatives have been launched, including the modernization of the Salesforce platform through the progressive migration of legacy automations to the latest Salesforce technologies.

VISEO’s support has also delivered tangible improvements for business users:

• Optimization of call report entry processes in Belgium, improving sales efficiency and data quality.
• Redesign of the mobile user experience to simplify field operations and reduce the risk of data loss.
• Additional expertise for specific projects requiring advanced technical skills or accelerated delivery timelines.
• Support for Salesforce release cycles to ensure secure and reliable deployments.

A Trusted Partnership Built on Transparency

For URGO, the success of an AMS engagement depends first and foremost on the quality of the partnership.

URGO and VISEO teams collaborate through a regular governance framework, including weekly meetings to monitor ongoing activities, prioritize requests, and anticipate future needs.

This close relationship facilitates the sharing of best practices gained from other Salesforce projects and fosters continuous platform improvement.

“We work with VISEO in complete transparency. Their ability to understand our challenges, challenge our assumptions, and bring experience from other contexts is a real asset.”

What’s Next?

URGO continues its Salesforce modernization journey with several key objectives:

• Gradually reducing technical debt.
• Further improving the user experience of mobile applications.
• Strengthening deployment processes through the implementation of a Release Management framework.
• Continuing to evolve the platform to support business needs and accompany the Group’s growth.

URGO’s Key Success Factors

Based on its experience, URGO recommends that companies implementing a Salesforce AMS model view their partner as a true transformation enabler rather than simply a technical support provider.

According to URGO, transparency, regular governance, and the integration of the AMS partner into the company’s Salesforce vision and roadmap are the key drivers of success.