The Challenge
A plaintiff personal injury and mass tort firm moved to Litify with BRIO as its implementation partner. Go-live is a milestone, not a finish line: once the whole firm was working in the new system, requests for new automations, reports, dashboards, and fixes started arriving faster than an internal team could handle.
The firm planned to grow its own Salesforce capability over time, but it needed experienced help right away, from people who already knew how its system had been built.
The firm needed to:
- Keep improving Litify after go-live without waiting to hire.
- Triage a steady stream of user requests and issues.
- Build mass tort reporting that leadership could rely on.
- Keep changes controlled, tested, and documented.
The Approach
BRIO moved from ongoing support to a dedicated resource model, providing a blend of Salesforce and Litify development with business analysis and consulting, plus project management coordination and access to solution architects for complex requests. The resources act as an extension of the firm’s internal team rather than an outside vendor working from a ticket queue.
BRIO also runs the firm’s issue tracker, triaging each request and recommending whether it fits within the dedicated hours or deserves its own project, so the firm’s time goes to the work that matters most.
The Solution
Communication Captured Where It Belongs: Automations turn logged emails and calls into notes on the right matter, with historical activity backfilled, and matters now show a complete email history in one place.
Document Workflows That Work: The team resolved email, attachment, and text-recognition issues in the firm’s document management, and streamlined how medical records requests are matched to the records received.
Mass Tort Dashboards: Dashboards for the firm’s major mass tort dockets give leadership a clear view of case inventory and progress.
A Cleaner, Safer Configuration: Record types were consolidated, permission sets were tightened, and sign-on was modernized with single sign-on and passkeys.
Controlled Change: Every change moves through sandboxes, testing, and deployment, with solution designs documented so the firm keeps a clear record of how its system works.
Technical foundation
- Litify on Salesforce
- Salesforce Flows, reports, and dashboards
- Document management integration
- Sandbox-based development, testing, and deployment
- Single sign-on and passkey authentication
The Impact
The dedicated model kept the firm moving after go-live:
- Improvements continued without pausing for a hiring cycle.
- A single, triaged queue replaced ad hoc requests.
- Leadership gained mass tort reporting built on the firm’s own data.
- Knowledge of the system stayed with a team that helped build it.
The months after go-live decide whether a new system becomes the way a firm works. A dedicated team that already knows the build is the fastest way to get there.
