From paper to control: how Memira built compliance into Salesforce
Integrated with
Scales efficiently
Faster contract flow
Less manual work
Memira, part of Bergman Clinics
Country
Sweden
Usercase
Patient documentation, compliance, and contract management within healthcare
Company size
~300 employees in the Nordics
Industry
Healthcare (refractive surgery and eye care)
Memira, part of Bergman Clinics, manages thousands of patient journeys every year where accurate documentation is critical. It needs to be in place, traceable, and reliable.
Memira is part of Bergman Clinics, a larger European healthcare provider with over 100 clinics and hundreds of thousands of patients annually.
In the Nordics, Memira is responsible for eye care and is a leading provider of refractive surgery, meaning vision correction treatments, with clinics across the region.
We spoke with Malin, Product Owner for Salesforce within Bergman Clinics Commercial Care, who works closely with Memira’s operations. She is responsible for how the CRM system supports the organisation and the entire patient journey.
Previously, patient documentation sat outside Salesforce and relied on manual steps. This created both risk and inefficiency in a critical process.
By integrating Oneflow directly into Salesforce, what used to be an uncertain step became a natural part of the workflow. The result is better control, less friction, and a way of working that holds up in everyday operations.
When critical patient documentation gets stuck in manual processes
One example Malin highlights is patient information and consent documentation.
Before every treatment, patients receive documentation describing risks, side effects, and important information. The challenge was not the document itself, but how it was handled.
“We saw quite early that we needed to make this digital. Five papers are easy to forget, and it’s important that the information is there when you actually need it.”
The process involved multiple manual steps. Documents were sent home to patients, needed to be signed, brought back, or scanned. In reality, they were often forgotten. Clinics then had to print everything again, collect signatures, and handle it manually afterwards. It took time, caused interruptions, and in some cases documents never ended up where they should in the system or were missing when needed.
“This is important information for the patient, so we need to know they’ve actually read it.”
“And the few times you need the documents again, you have to know they’re there and where to find them.”
In healthcare, it’s not enough for something to work most of the time. It has to work every time. At the same time, every minute matters. Any time that can be shifted from administration to patient care makes a difference.
“We save time in every step of the process. It’s a clear difference compared to manual ways of working.”
Malin Engström
Product Owner Salesforce
Memira AB
From limited control to full visibility in Salesforce
Salesforce managed the patient journey, but documentation lived outside the system. That meant:
- no guarantee everything was signed
- limited visibility and control
- a lot of manual work
In short, a high level of risk in a critical flow.
Memira chose to integrate Oneflow directly into Salesforce instead of adding another system.
“Everything happens in Salesforce. Users don’t need to go into another system, and we can always see if it’s signed.”
Documentation became part of the workflow, not a separate step. This simplified the process for both staff and patients. The biggest shift came when the process no longer relied on someone remembering to complete it.
“You can’t register a patient or start a procedure if it’s not signed.”
Before, signing was something that should happen. Now, it is a requirement to move forward.
“Now we know we always have it, because it’s built into the process.”
This creates confidence, ensures nothing slips through the cracks, and that everything ends up in the right place. The difference is clear in daily work at the clinics and for patients.
“Before, you printed and scanned, and 9 times out of 10 something would go wrong or you noticed documents were missing. That doesn’t happen anymore.”
What used to take time and create friction is gone.
The result:
increased confidence and a more predictable workflow
time saved through less administration and fewer interruptions
When contracts become part of how work actually gets done
Despite a customised Salesforce setup, the implementation was quick.
“It was a pretty simple implementation. It went fast and we didn’t run into any major issues.”
A small team from Memira, together with a Oneflow integration specialist, set up the solution and got it in place without major friction.
“Today we use Oneflow much more broadly, both in HR and for basically all types of contracts.”
What started with patient documentation has expanded across the organisation. Once it worked in practice, it was natural to use it in more areas.
“It would be difficult to go back to how we worked before.”
“I only see positive effects.”
A way of working that reduces risk and keeps everything moving
In the end, this is not just about digitising documents. It’s about bringing the entire process into one place, where contracts become a natural part of how work actually gets done.
When contracts are embedded in the process:
- work becomes simpler
- risk decreases
- the entire workflow stays connected
It saves time, reduces friction, and allows the work to move forward the way it should.
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