Teladoc Health: From Fragmented Systems to Full Autonomy

Who is Teladoc?

Teladoc Health is an international provider of digital healthcare services, supporting organisations and patients through, among other things, video and telephone consultations with healthcare professionals. In the Netherlands, Teladoc works with a wide range of professionals, including general practitioners, coaches, and other healthcare providers. 

The healthcare professionals affiliated with Teladoc provide advice online, by phone, or via video consultations on topics such as lifestyle (including nutrition, exercise, and mental health) and menopause. 

To deliver this care efficiently and at scale, a robust, secure, and flexible IT platform is essential. The platform must comply with strict regulations such as: 

• General Data Protection Regulation (GDPR) 

• Medical Treatment Contracts Act (WGBO) 

• Additional Provisions for the Processing of Personal Data in Healthcare Act (Wabvpz) 

• NEN 7510 – Information security in healthcare 

• Healthcare Quality, Complaints and Disputes Act (Wkkgz) 

Another key requirement is the ability to quickly adapt to the rapidly changing needs of healthcare professionals, patients, and partners. 

The Challenge

For years, Teladoc’s Dutch organisation operated within a complex system landscape. The core consisted of a custom-built system managed from the international headquarters in Spain, supplemented by Salesforce Health Cloud and several specialised applications for onboarding and apps. 

This led to several challenges: 

• Limited flexibility: Local adjustments or improvements within Salesforce were barely possible. Requests were not always prioritised by the international team. 

• High costs and complexity: Salesforce proved to be a heavy and costly platform, with many unused features, while licensing and development costs remained consistently high. 

• Fragmentation: Multiple systems resulted in duplicate work, error-prone processes, and no single source of truth. 

• Low speed: New functionality often took months to implement, while the healthcare market demands rapid innovation. 

Teladoc therefore sought a solution that enabled full autonomy, speed, and customisation—without the drawbacks of traditional enterprise software. 

The Solution

Together with WEM, Teladoc chose to build a new custom platform from scratch using no-code technology. The collaboration started with an intensive discovery phase, which quickly resulted in a working prototype. 

Within just two months, a proof of concept was developed by a small team. Within six months, the platform evolved into a fully operational production system: Healix.

Healix serves as the core of operations and combines: 

• CRM functionality 

• An electronic patient record (EHR) 

• Resource and scheduling management 

• Integrations with video (Daily), telephony, and external systems 

• Full logging and auditing for medical compliance 

Healthcare professionals now work within a single, structured, and secure environment where only relevant screens and workflows are visible. Tasks that were previously manual—such as scheduling consultations or follow-up appointments—are now largely automated. 

Thanks to the no-code approach, Teladoc can independently implement changes and rapidly develop new features without relying on international teams or costly external vendors. 

The Business Impact

The transition to the new platform delivered immediate and measurable impact: 

• Full autonomy: Teladoc Netherlands is no longer dependent on international systems and has full control over data, hosting, and roadmap. 

• Faster time-to-market: New features can be rolled out in weeks instead of months. 

• Higher efficiency: One integrated system replaces multiple applications and creates a single source of truth. 

• Improved user experience: Healthcare professionals work in a calmer, more intuitive system designed with their input. 

• Stability and compliance: The platform runs on Dutch servers, is fully GDPR-compliant, and includes extensive logging and monitoring. 

Even the migration of historical data was nearly error-free, with minimal downtime during go-live.