Work running in production.

Inbound matters were slipping away before an attorney ever saw them. Case management lived in a hierarchy a former admin had built and no one fully understood, and the team had Agentforce on the roadmap with no one who had actually shipped it.

We restructured the case-management model, automated intake so every inbound matter is captured and routed, and built Agentforce knowledge agents grounded in the firm's case-plan notes and playbooks — validated for production, not left as a demo.

Intake is systematic instead of dependent on whoever is watching the inbox, the matter model is documented and maintainable, and staff get answers from agents trained on the firm's own knowledge.

Generating a single renewal contract took the ops team hours, bundled and frequency-based pricing was inconsistent from rep to rep, and route assignments lived in a spreadsheet only one person could maintain.

We moved contract generation into Salesforce with automated, rules-based pricing for bundles and service frequency, then systematized route assignment and recurring billing so the whole renewal cycle runs from one place.

Renewals that took an afternoon now take minutes, pricing is consistent across the team, and the routing knowledge no longer lives in one person's head.