Oviva has been helping people with weight-related conditions build healthier futures for more than a decade. The idea was born when its founders recognized that most weight-loss journeys tail off after the first few weeks. Lasting change needs ongoing support, and since most people spend a lot of time on their smartphones, a mobile app was the natural way to deliver it. “Today, Oviva is a market leader in three countries – Germany, Switzerland, and the UK,” says Manuel Baumann, Co-Founder & CTO at Oviva. Its certified medical device app combines personalized coaching, technology, and science-backed research to guide patients through sustainable, human-centered weight management. The approach includes helping people track meals, activity, and progress, and providing access to educational content and recipes. “Oviva consistently aligns its actions to its core mission: putting patients first,” adds Baumann. The company values open communication, empowering teams with the resources and autonomy to make things happen and using data to challenge the status quo — making Salesforce a natural fit. With AI and automation, Salesforce helps Oviva streamline repetitive tasks so its experts can spend time on what matters — supporting patients when they need it most.
Our Agentblazer Manuel Baumann on how……
…AI and automation make more time for important human interactions
“As Oviva continues to grow, so does the amount of inbound calls we receive. It’s important to us to provide the right support at the right time, as our patients are the top priority. To keep up with increasing demand, we needed to scale our capabilities to maintain optimal call answer rates. Many of the calls we receive are common admin queries, such as prescriptions, reimbursements, or how our AI-powered meal logging feature works. These are all important, but we wanted our teams to have more time to spend on meaningful conversations where only a human can help. Weight-related conditions can take their toll on mental health, and it’s our responsibility to provide human support when it’s needed, not just rely on technology. With Salesforce’s AI and automation, we can do that: streamline the routine queries and focus our time on the meaningful, human interactions that help patients feel supported.”
…self-service enhances efficiency and patient well-being
“We use Experience Cloud integrated with Agentforce and Omnichannel Routing. Agentforce has been trained on Oviva’s FAQs, so it now acts as the first level of escalation. Agentforce supports patient self-service by providing quick, accurate answers, and when an issue can’t be resolved automatically, it intelligently routes the query to a live agent or ticketing. In just the first two months, more than 7,000 support queries have been handled this way, with around 40% fully resolved by Agentforce. This means it’s now easier for patients to reach us on the hotline, and our employees are free to handle queries that require human input. Using Agentforce has had a direct impact on patient well-being, and we’ve received really positive feedback.”
…employees can do more of what they love
“It’s not just patients who benefit from our new AI-powered capabilities, our employees do too. With Salesforce handling many of the routine queries, our teams are free to focus on what they are trained for, which is providing professional, personalized, and timely advice. They can spend more time doing what they love and what they’re best at.
Part of the reason we chose Salesforce is that it has an in-depth understanding of the healthcare sector and the importance of data protection in such a highly regulated environment. Furthermore, our Agentforce implementation was completed in less than two months, and we’re now working on ongoing improvements, including new self-service features like referral status lookups. AI and automation have a real-life positive impact on our patients and employees at Oviva, and we will continue to explore new ways to combine technology and human engagement to make healthier living easier for our patients as the company grows.”
