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Litify Implementation and Integration for a Legal Services Provider
A US legal services provider that has supported leading law firms since 1985 needed one connected platform. This case study covers how Salesforce Litify was implemented and linked to the provider's proprietary ordering system and DocuRio to automate order submission, track status in real time and centralise legal document retrieval.
- Industry
- Legal services network
- Location
- California, United States
- Timeline
- 9 months
- Platforms
- Salesforce Litify + DocuRio
- Company size
- Over 1,000 employees
Results and business outcomes
Measurable Results
- ↑Manual data entry eliminatedLess re-keying removed data discrepancies and saved significant staff hours.
- ↑Real-time order visibilityLive order status and document retrieval improved client communication and service speed.
- ↑Higher system reliabilityRobust error handling keeps all integrated platforms consistently in sync.
- ↑Scalable operationsA stable, scalable Litify system supports nationwide legal operations.
Client and industry context
About the Client
The client provides legal support services to top law firms in California and across the United States, and has done so since 1985. Through a nationwide affiliate network, it delivers professional legal support, including real-time order status tracking and legal document delivery, to some of the country's best-known firms.
Across multiple US states, the company handled order submission, document storage and status tracking on separate, unconnected platforms. Staff re-entered data by hand, orders were delayed and status updates were inconsistent, which hurt efficiency and client service.
The engagement implemented Salesforce Litify from scratch, connected it to the client's proprietary ordering system and DocuRio, and delivered one automated platform for nationwide legal operations.
Overview
Project Overview
Salesforce Litify was implemented from scratch for this US legal support provider. The work included installing the full Litify package, configuring DocuRio and setting up Litify object views in production and sandbox. Litify was then integrated with the client's proprietary ordering platform, Express Network, creating an automated end-to-end data flow. Manual re-entry ended, order status updates became real-time and legal documents can now be retrieved from within Salesforce.
Requirements
What the Client Needed
- Salesforce Litify implemented from scratch in production and sandbox
- DocuRio configured for central legal document retrieval in Salesforce
- Litify integrated with the Express Network ordering system
- Automated order submission with no manual re-entry between platforms
- Real-time order status available in Salesforce
- A custom architecture to sync the proprietary software with Salesforce
- Error handling to keep synchronisation consistent
- Clear layouts and custom object views for easy navigation
- Targeted training for smooth end-user adoption
Technologies used
Technology Stack
- Salesforce Litify
- DocuRio
- Express Network integration
- Salesforce Flows
- Custom Object Views
- REST API integration
Business challenges and the Salesforce solution
Challenges and How They Were Solved
Separate, disconnected platforms
ChallengeOrders, documents and status tracking sat on different platforms. Data had to be re-keyed between them, causing delays, raising error risk and taking up staff time.
SolutionLitify was integrated with the Express Network ordering system and DocuRio. Data now flows automatically with no duplicate entry, and real-time order status is available inside Salesforce.
A difficult learning curve
ChallengeNew users struggled to navigate Litify and DocuRio. The unfamiliar interface slowed adoption and put the expected efficiency gains at risk.
SolutionClear layouts, custom Litify object views and training built around the client's own workflows helped the team adapt quickly and use the system confidently from day one.
No reliable sync architecture
ChallengeThere was no clear design for syncing the proprietary software with Salesforce, so order status updates were inconsistent and data flow was unreliable, affecting client communication.
SolutionA custom integration architecture with robust error handling keeps Litify and every connected system reliably in sync, with accurate, real-time order status at each step.
Implementation details
Implementation Highlights
- Full Litify package installed in production and sandbox
- DocuRio configured for central document retrieval in Salesforce
- Litify integrated with the Express Network ordering system
- Order submission automated, removing manual re-entry
- Real-time order status enabled in Salesforce
- Custom integration architecture designed for the proprietary software
- Error handling built for consistent synchronisation
- Clear layouts, custom object views and end-user training delivered
FAQ
Frequently Asked Questions
What is Salesforce Litify, and who uses it?
Litify is a legal operations platform built natively on Salesforce. Personal injury firms, legal services providers and legal support companies use it for matter management, client intake, document automation and performance reporting.
What is DocuRio, and how does it work?
DocuRio is a legal document retrieval platform used by legal support providers. Integrated with Litify, it lets teams retrieve, store and open legal documents inside Salesforce, keeping all case documentation in one place.
Can Litify integrate with third-party legal ordering systems?
Yes. Using the Salesforce REST API or custom Apex, Litify can connect to proprietary ordering systems, document retrieval tools, e-signature platforms and case management systems.
What are common challenges in a Litify implementation?
Configuring DocuRio and other integrations, designing layouts that suit legal workflows, handling complex authentication for external ordering systems and helping legal staff new to Salesforce adopt the system.
How long does a Litify implementation take?
A standard implementation, covering package installation, DocuRio configuration, custom layouts and training, usually takes eight to sixteen weeks depending on integrations and customisation.
How much does a Litify implementation cost?
It depends on integrations, automation and customisation. See IT Offshore's engagement pricing and contact the team for a proposal.
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