The Challenge
A regional workers’ compensation and Social Security disability firm has grown steadily, and growth puts pressure on every system: case management, weekly payment data, document production, medical records, and the vendors that connect to all of them.
The firm needed more than a vendor for individual projects. It needed a long-term partner that understood its processes deeply, could support day-to-day operations, and could take on larger initiatives as they came up.
The firm needed a partner that could:
- Understand and standardize its core business processes.
- Support its case management platform and custom automation every day.
- Keep critical data flowing between the firm and outside sources.
- Take on larger integrations and modernization projects as the firm grew.
The Approach
The relationship began with a process audit that documented the firm’s core business functions and standardized how work gets done. That foundation shaped everything that followed: a Salesforce implementation, a move to Litify, data and file migrations, portals, and an ongoing development and support engagement that has run continuously for years.
Day to day, requests go to a BRIO project manager, are tracked in a dedicated backlog, and are worked in a shared channel with short testing loops. Larger needs are scoped separately, and BRIO coordinates directly with the firm’s IT lead and outside vendors when work spans systems.
The Solution
Litify, Supported End to End: BRIO supports the firm’s Litify platform, including flows, custom automation, access, intake validation and duplicate checks, and a custom app for weekly payment work.
Data Pipelines With Proactive Alerts: Cloud pipelines bring in weekly payment and resolution data several times a day. Automated alerts flag anything that needs attention, and BRIO reruns or reschedules loads when timing changes.
Document Intelligence From the Matter: An integration with a document-summary vendor lets staff generate case summaries and pre-hearing documents from within the matter.
Migrations and Portals: Over the years BRIO has migrated case data and files from legacy systems, built a medical records portal, and moved the firm’s data platform into its own cloud environment.
Modernizing Print and Mail: BRIO is working with the firm and its print and mail vendor to retire an aging print server, replacing a manual file-based handoff with print requests driven directly from case records.
Technical foundation
- Litify on Salesforce with flows and Apex
- Litify document management
- Azure Data Factory pipelines with automated alerting
- Document-summary vendor integration
- Medical records portal
- Print and mail platform integration
The Impact
A decade in, BRIO is part of how the firm runs:
- About ten years of continuous partnership, from process audit to ongoing support.
- Core business processes documented and standardized ahead of major system changes.
- Critical data flowing into case management several times a day, with alerts when it needs attention.
- Day-to-day support and major projects handled by one team that knows the firm.
The longest partnerships are built on understanding the business first. Everything else, from the platform to the pipelines, follows from that.
