Utop and the Saigon eye hospital system join forces for comprehensive digital transformation powered by AI

Recently, Utop Technology Joint Stock Company (part of FIS Utop), FPT Asia Pacific, and the Saigon Eye Hospital System officially launched a project to implement a Customer Relationship Management and Customer Data Platform (CRM/CDP), opening a new era in the digital transformation roadmap for private healthcare in Vietnam.

This is not only a strategic step to consolidate the leading position of the largest eye hospital chain in Vietnam but also a concrete action aligned with the Politburo’s Resolution 57-NQ/TW on breakthrough development in science, technology, innovation, and national digital transformation.

Utop partners with Vietnam’s largest eye hospital system to elevate customer experience

The project to implement the Customer Relationship Management (CRM) and Customer Data Platform (CDP) marks a significant milestone, affirming the commitment of the parties to applying modern technology to enhance service quality and optimize patient experience.

The project launch event saw the participation of high-level leadership from the respective organizations. Representing the Medical Saigon Group (owner of the Saigon Eye Hospital System) were Mr. Huynh Le Duc, Group Chief Executive Officer of Medical Saigon Group, and Mr. Rajesh Rao, representing the KKR Singapore Investment Fund. FPT was represented by Mr. Pham Nguyen Vu, General Director of Utop, along with delegates from FPT Asia Pacific. The presence of specialized departments and the project implementation team demonstrates a strong commitment and close collaboration to accelerate the digital transformation process at the Saigon Eye Hospital System.

Leveraging the power of AI: Personalizing the patient care journey

Within the framework of the project, FIS Utop will deploy two key platforms within the FPT CX Suite: Utop CRM Next and Utop CDP, integrated with the AI customer interaction assistant model (UAgent). Concurrently, Utop will also assist in building an in-depth marketing strategy for the hospital’s business team. Specifically:

• Utop CRM Next takes on the role of comprehensive customer care management—from marketing activities, campaign planning, interaction operation, to tracking performance across multiple channels (social media, email, messages, etc.).
• Utop CDP is responsible for collecting and analyzing customer behavior in real-time. This allows the hospital to categorize user groups and accurately personalize remarketing/periodic customer care campaigns.

With clear objectives, the project is divided into two phases. Phase 1 focuses on deploying and customizing the Utop CRM Next and Utop CDP product suite for the operation of three key business units of Mắt Sài Gòn. According to the plan, this phase will enter the User Acceptance Testing (UAT) round in early February 2026 and go live in mid-March 2026. Phase 2 will focus on applying Artificial Intelligence (AI) through the UAgent product, aiming to enhance data analysis capabilities and personalize the customer experience, expected to go live in late May 2026.

Optimizing operational efficiency and clinical outcomes

The application of this technological platform duo brings many strategic benefits to the Saigon Eye Hospital System:

• Sustainable growth: Helps increase the conversion rate of new patients through personalized interactions and optimizes the Lifetime Value (LTV) of existing patients thanks to regular care programs, building trust and long-term relationships. The project also establishes a methodical patient referral system, promoting growth from word-of-mouth channels and measuring conversion efficiency from referral sources.
• Comprehensive tracking of the patient journey: This is an important core value. Through integrated data linkage, the system allows the hospital to track the entire patient journey—from initial contact to post-treatment. This not only enhances operational efficiency and minimizes risks but also maximizes clinical outcomes.

This strategic step aims to bring the healthcare experience at Saigon Eye Hospital closer to international standards for patient management and care.

FPT CX Suite: A ‘Make in Vietnam’ technology solution driving comprehensive growth

This project is deployed on the FPT CX Suite platform—an integrated AI technology solution suite developed by Utop, aimed at driving comprehensive growth for businesses.

The two core modules in the system that maximize the power of AI include: Utop CRM Next utilizes AI to connect and synchronize all customer data within the ecosystem, optimize the sales process, and support the sales and customer care teams. UAgent acts as an “AI Copilot” (intelligent digital assistant), supporting task automation: creating reports, analyzing data, and providing quick and accurate business decision suggestions, thereby enhancing productivity and service quality.

Established in 2014, Medical Saigon Group (MSG) is a leading private healthcare provider in Vietnam, notably with the Saigon Eye Hospital System—the country’s largest specialized eye hospital chain with 25 facilities. Investing in digital transformation and enhancing patient experience is a key factor in MSG’s new development strategy.

The cooperation between FIS Utop and Saigon Eye Hospital once again affirms FIS’s commitment to accompanying Vietnamese organizations and businesses on their journey to enhance competitiveness with “Made in Vietnam” technology products, closely adhering to the orientation for sustainable digital economic development.