The Challenge
A full-service personal injury firm runs on a web of connected systems: its practice management platform, a call-routing system that sends every caller to the right team, automated processing of court notices, cost integration with accounting, daily operational reports, and its website and intranet. Much of that logic is custom, and the firm’s work depends on all of it running every day.
The firm receives more than 150 court emails a day. Before automation, processing them was close to a full-time job, and every new hire, role change, or court format change touched several systems at once.
The firm needed a partner that could:
- Keep critical custom systems running reliably, day after day.
- Handle a constant stream of routine changes quickly, from onboarding to reporting.
- Respond to urgent issues with the right priority.
- Modernize aging tools before they became a risk.
The Approach
BRIO has supported the firm continuously for more than a decade under a simple model: requests come from the firm’s operations lead to a BRIO project manager, who logs each one, routes it to the right specialist, and tracks it through testing and completion in a dedicated channel. Requests are marked as emergency or standard so urgent issues are handled first.
Routine work stays inside the support relationship, while larger needs are scoped as their own projects, so the firm gets both quick turnaround and properly planned improvements.
The Solution
Court Email Automation: BRIO configured automated processing for the firm’s standard court notice types. Each notice is read, its details are extracted, and the right calendar events, documents, and tasks are created in the practice management system automatically.
Replacing an Aging Automation Tool: When the third-party engine behind that automation reached the end of its reliable life, BRIO rebuilt it as cloud-hosted code, porting every trigger type and adding processing logs, reprocessing by message, and a verification report so the team can confirm nothing was missed.
Call Routing That Keeps Up With the Team: BRIO maintains the routing rules that send callers to intake, case teams, and medical and settlement coordinators, updating them as people join, move, and leave.
Staff Changes Handled Fast: The most frequent requests are team changes. New attorneys and coordinators are set up across routing, reports, and systems in time for their start dates.
Reports and Archives on Schedule: BRIO maintains the firm’s daily operational and aging reports and runs its scheduled matter and document archives.
Integrations and Everyday Care: Cost data syncs between accounting and the practice management system, internal checklists moved to Microsoft forms, and BRIO coordinates server upgrades and hosting changes with the firm’s providers.
Technical foundation
- Practice management system integrations and automation
- Cloud-hosted court email processing with logging and verification
- Call-routing configuration for intake and case teams
- SQL Server Reporting Services and scheduled reports
- Accounting cost integration
- Website and intranet support
The Impact
The firm has a partner that knows its systems as well as it does:
- More than ten years of continuous support.
- Court email processing automated, freeing a staff member who had spent nearly all their time on court notices to do billable work.
- An aging automation tool replaced before it could fail for good.
- Routine changes handled quickly, with urgent issues prioritized.
Great support is mostly invisible. The phones route correctly, the court dates land on the calendar, and new hires are ready on day one. That is the point.
