The Challenge
A national records retrieval provider serves law firms that depend on medical and other records to build their cases. Many of those firms run on Litify, and for them, ordering records meant stepping out of the case management system: filling out orders on the provider’s platform, downloading returned documents, and re-filing everything back onto the right matter by hand.
The provider wanted to meet its clients where they already work. It needed an integration it could offer to many firms, not a one-off connection built separately for each.
The provider needed a solution that could:
- Let Litify users order records directly from a matter.
- Send authorizations and order details securely, without manual uploads.
- Bring order updates, notes, documents, and invoices back onto the right matter automatically.
- Install cleanly in each firm’s org and adapt to each firm’s own fields and processes.
The Approach
BRIO treated the integration as a product rather than a project. Instead of wiring one firm’s org to the provider’s platform, the team built a managed Salesforce package with a standard install, a guided setup, and configuration points for the ways firms customize Litify. Development followed a packaging workflow with scratch orgs and version control, so every firm receives the same tested release and upgrades roll out consistently across orgs.
The Solution
Ordering From the Matter: A user starts an order from a Litify request, picks the signed authorization from the matter’s documents in a guided screen, and submits. Each order is tracked with the provider’s reference, and clear success and error messages show exactly what happened.
Secure Document Handoff: The order carries a secure, time-limited link to the authorization so the provider can retrieve it directly. If a link expires, the provider can request a fresh one automatically instead of starting over.
Everything Flows Back: Secure inbound endpoints receive order status updates, notes, returned records, and invoices. Documents land in the matter’s document storage, notes are logged where the team expects them, and invoices can be recorded for cost tracking.
Built to Fit Each Firm: A post-install setup flow walks each firm through configuration, and a mapping layer lets firms route inbound data to their own custom fields. Screens can be tailored without modifying the package.
Visibility and Control: Every transaction is logged, and reports and a dashboard show order activity and any items that need attention. Permission sets control who can order and who can see what.
Technical foundation
- Managed Salesforce package built with Dev Hub, scratch orgs, and source control
- Apex invocable actions and Apex REST endpoints for two-way integration
- Litify document management API integration with secure, time-limited links
- Screen flows, quick actions, and Lightning Web Components for the user experience
- Configurable field mapping, transaction logging, reports, and dashboards
The Impact
The integration turned a manual, out-of-system process into part of the matter itself:
- Law firms order records and receive them back without leaving Litify.
- Returned documents, notes, and invoices arrive on the right matter automatically.
- The package is live at multiple firms, with more installations underway.
- One tested release installs and upgrades consistently across every client org.
For a service provider, the lesson is simple: the easiest vendor to work with is the one that already lives inside the client’s system. A well-built package makes that possible at scale.
