Industrial & Manufacturing

Connecting professionals and patients through a unified digital engagement platform

How we helped Össur bridge B2B and B2C engagement across a global brand ecosystem

NoA Ignite — The digital consultancy that delivers

Challenge
Össur needed to engage healthcare professionals and end consumers across multiple global brands, while maintaining consistency, relevance, and operational scalability.
Solution
We implemented a connected Salesforce ecosystem spanning Sales Cloud and Marketing Cloud, enabling tailored engagement for B2B and B2C audiences on a shared platform.
Impact
Stronger alignment between sales and marketing, more relevant engagement across audiences, and a scalable foundation for growth across the Embla Medical brand portfolio.

Different audiences. Different brands. Disconnected journeys.

The challenge was not simply about technology. It was about connecting fundamentally different customer journeys within a single operating model.

Healthcare professionals need relationship-driven engagement focused on education, training, product knowledge, and long-term commercial relationships. End users, on the other hand, need guidance, reassurance, and support throughout highly personal healthcare journeys.

At the same time, multiple brands operated with different messaging, processes, and data structures. This created fragmentation across sales and marketing activities, limited visibility across audiences, and made it difficult to deliver consistent engagement at scale.

As the organisation continued to grow, there was a clear need for a more connected approach that could support both audience types while maintaining flexibility across brands and markets.

One platform for every professional, patient, and brand

We designed and implemented a unified Salesforce platform that brings sales, marketing, and customer engagement together across the organization.

Sales Cloud was established as the foundation for managing relationships with healthcare professionals, providing greater visibility into accounts, opportunities, and commercial activities. Marketing Cloud was implemented as the central activation platform, enabling customer journeys across both B2B and B2C audiences.

The solution was built around a shared data foundation that supports multiple audiences and multiple brands within the same ecosystem.

This allows the organization to deliver tailored engagement for healthcare professionals and end users while maintaining consistent processes, governance, and visibility across the business. Sales and marketing teams now operate from the same customer context, enabling better coordination and more seamless transitions between engagement and commercial activities.

At the same time, each brand retains the flexibility to adapt messaging, journeys, and communications to its specific audience and market needs.

The result is a connected platform capable of handling complexity without creating additional operational friction.

Better coordination and more relevant support at every step

The new setup has transformed how Össur engages with both professionals and patients.

Healthcare professionals now receive more structured and relevant communication aligned with sales activities, supporting stronger relationships and improved commercial outcomes. End users benefit from more personalized and supportive experiences that help them navigate important healthcare decisions with greater confidence.

Sales and marketing teams across the organization share a common foundation, improving collaboration, visibility, and coordination across brands and audiences.

Most importantly, Össur now has a scalable platform that supports growth across multiple brands, markets, and customer groups while maintaining a consistent and connected customer experience.

Connect every journey. Help more people move forward.

Össur brought B2B and B2C engagement together on one Salesforce platform. Teams can now deliver more relevant experiences to professionals and patients across every brand.

Facing the same challenge? We can help you connect every journey and audience.

Martin William Frederiksen: Former CEO Deep; (+45)31563470|martin.frederiksen@noaignite.com

Related case studies

Financial & Insurance

Lægernes Pension & Bank | Pioneering real-time customer engagement in financial services

Energy & Utlities

DCC Energi | A connected energy experience powering the green transition

Entertainment & Gaming

Berlingske Media | Building a consent-driven customer engagement engine for modern media

Retail & Consumer

ARK Bokhandel | Building a unified digital foundation for modern retail

Government & NGO

Bergen kommune | One platform for every service request

Customer Experience & Design,

Connecting professionals and patients through a unified digital engagement platformConnecting professionals and patients through a unified digital engagement platform

In short

Challenge

Solution

Impact