Vigo
Highlights
Accessible, personalized care for everyone
Vigo is a Belgian healthcare company specialized in orthopedic and mobility aids such as prostheses, orthoses, insoles, and wheelchairs.
With 17 locations and a presence in healthcare institutions, MFCs, rehabilitation centers, nursing homes, and hospitals across Belgium, Vigo focuses on providing comprehensive care. Dozens of healthcare professionals support patients with a wide range of needs, from measurement and fitting to delivery and aftercare.
Because these care pathways often involve multiple steps and specialties, a smooth and reliable planning system is crucial for quality and patient satisfaction.
Fragmented information across two platforms
Vigo previously worked with two separate systems: Salesforce (Health Cloud for patient data) and an external planning system.
The separate systems caused inefficiencies: data had to be manually retrieved and entered, making the process cumbersome and more prone to errors.
Patients were also unable to book appointments online. Instead, they had to call or email, which placed a heavy burden on the administrative staff. Vigo was looking for one integrated, user-friendly system that combines planning and patient data and supports a competitive, future-proof way of working.
The Salesforce solution: a two-phase implementation
Phase 1 — Salesforce Scheduler for employees
Brightfox implemented a native scheduling solution on the Salesforce platform. For reception staff and healthcare providers, we developed an intuitive interface.
This Salesforce scheduling interface allows employees to:
- Select product groups and appointment types (measurement, fitting, delivery, etc.)
- Choose locations and available healthcare providers
- View real-time availability and time slots per provider
- Respect scheduling preferences, such as a fixed care provider
By embedding scheduling directly into Salesforce, all appointment data remains fully aligned with patient records in Health Cloud.
Phase 2 — Self-service booking for patients
In the second phase, we built a Salesforce-powered self-service booking experience for patients. Using custom LWCs and guided intake flows, patients can:
- Enter personal information
- Select the required orthopedic product group
- Choose a location
- Book an available appointment slot
Patients receive automated confirmation emails with links to reschedule or cancel appointments online, enabling a fully self-service experience. This significantly improves patient satisfaction while reducing operational pressure on administrative teams.
One central planning platform for everyone
The technical foundation of the solution is Salesforce Scheduler, which serves as the central planning platform. Brightfox developed user-friendly applications for both internal staff and patients, allowing everyone to schedule appointments through an intuitive interface.
Relevant patient data from Salesforce was cleaned up and standardized so the scheduler could seamlessly work with existing information.
The external booking flow was designed mobile-first, making it easy for patients to book appointments from their smartphones as well.
17 locations on one platform
The impact of the new planning platform is clearly noticeable across Vigo. All 17 locations are transitioning to a single, uniform planning logic to create greater simplicity and efficiency.
Administrative staff experience a significant reduction in phone calls and emails, freeing up time for other important tasks. Patients benefit from a user-friendly self-service flow that allows them to book, change, or cancel appointments independently.
In addition, Vigo now has real-time reporting on capacity, utilization, and appointment types, strengthening strategic planning and decision-making.
These products contribute to the success
- Salesforce Scheduler
- Salesforce Health Cloud
- Salesforce Platform
- Experience Cloud
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