Can you build legal intake and matter workflows in Litify?

Yes. We can design intake, qualification, conflict-review handoffs, matter creation, assignment, tasks, documents, and communications using Litify and the underlying Salesforce platform. The design depends on your practice areas, review requirements, and current data model.

Can Experience Cloud be the front door for intake?

Yes. Experience Cloud can support authenticated or public intake, secure uploads, progress visibility, and client self-service. We also evaluate whether a lighter form layer is more appropriate when portal accounts and ongoing access are not needed.

How do you handle sensitive case or healthcare data?

We design around your regulatory and contractual requirements: least-privilege access, record sharing, field security, secure file handling, consent capture, retention, audit history, and approved integration boundaries. We do not claim that a configuration alone makes an organization compliant.

Can the system generate and send documents automatically?

Yes. We can map validated Salesforce data into document templates, select the correct packet, route for review or signature, store the resulting document, and surface failures. GAT has delivered more than 100 Docrio templates in a healthcare engagement.

Do we have to replace our current forms and inboxes at once?

No. A practical rollout usually starts with one case type and preserves necessary channels while creating a shared case record and triage path behind them. Channels can then be consolidated when the replacement experience is proven.

Case intake & management · Salesforce architecture

Move every request from intake to resolution—with context intact

Design case and matter workflows that collect the right information once, triage consistently, route work to the right team, generate documents, and keep clients informed.

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50+ Salesforce projects
100+ integrations
5.0 client rating
6+ years Salesforce

The business friction

Intake arrives through five doors, gets rekeyed three times, and still reaches the case team without the information needed to act.

Email, forms, calls, and referrals create separate queues
Staff chase missing consent and supporting documents
Clients ask for status because the system cannot show it

The operating outcome

One governed path from first request to qualified case, assigned work, generated documents, and a visible next step.

Measures we establish before build

Time from submission to first decision
Intake completeness and rework rate
Case aging, SLA risk, and client updates

The system trace

Intake is the beginning of service—not a form at the edge

A useful intake system connects the external experience to the internal case model, decision rules, document lifecycle, and service commitments.

Stage 1
Request
A client, patient, member, or partner needs help
Guided web, portal, email, phone, referral, and staff-assisted channels create one traceable intake record.
Evidence retained
Channel, identity, consent, request type
Stage 2
Complete
The request needs facts or documents
Conditional questions, secure uploads, signatures, and reminders gather only what the next decision requires.
Evidence retained
Completeness, consent, documents, timestamps
Stage 3
Triage
Minimum intake criteria are met
Eligibility, urgency, conflict, service line, geography, and risk rules prioritize work and identify human-review cases.
Evidence retained
Decision reason, risk flags, reviewer
Stage 4
Assign
The case is ready for ownership
Skills, workload, location, service level, and continuity rules choose the team while exceptions move to a managed queue.
Evidence retained
Owner, queue, SLA clock, escalation path
Stage 5
Serve
The team begins the case or matter
Tasks, correspondence, documents, milestones, and client updates run from the same record until resolution.
Evidence retained
Work history, generated documents, outcome

System capabilities

Build the intake experience and the operation behind it

Omnichannel intake

Bring portal, web, email, call-center, referral, and staff-entered requests into one governed case-creation path.

Dynamic forms and uploads

Ask questions based on the request, validate at entry, collect secure files, and resume incomplete submissions without starting over.

Triage and eligibility

Apply explicit rules for urgency, eligibility, conflict, service line, and human review with a recorded decision trail.

Assignment and workload

Route by skill, location, availability, relationship, priority, and service level while keeping overflow visible.

Document lifecycle

Generate letters, packets, agreements, consent forms, and case documents from validated Salesforce data, with version and signature status.

Client communication

Send confirmations, missing-information requests, milestone updates, and portal notifications from the case record.

Documented GAT proof

100+

Healthcare document templates automated

GAT built more than 100 Docrio templates for a healthcare organization so intake, consent, and clinical paperwork could be generated from Salesforce records instead of assembled by hand. This is a documented GAT engagement result.

See GAT outcomes and client feedback →

Governance & reliability

Built to survive the edge cases

The workflow is only production-ready when access, ambiguity, failure, and change have an explicit operating path.

Minimum necessary access

Sensitive fields, uploads, and case types follow role, sharing, field-level security, and retention requirements.

Human review where judgment matters

Automation can classify and prepare; designated staff make high-impact eligibility, conflict, or risk decisions.

Complete decision history

The system records what was submitted, which rule fired, who reviewed it, and what communication followed.

SLA and exception visibility

Incomplete requests, stalled signatures, unowned cases, and integration errors remain visible until resolved.

Delivery path

From operating truth to a system people can run

Each phase ends with a concrete artifact and a decision. The sequence protects the build from assumptions that usually surface too late.

01
Observe real intake
We trace representative requests across channels and teams, including incomplete, urgent, ineligible, and reassigned cases.
Decision artifact
Intake journey and exception inventory
02
Define the case model
We align request types, required information, decisions, ownership, milestones, documents, and communications.
Decision artifact
Case model, decision rules, and service blueprint
03
Build a vertical slice
One high-value case type goes end to end—from external intake through triage, assignment, documents, and reporting.
Decision artifact
Pilot workflow with test evidence
04
Expand with control
We train operators, measure rework and cycle time, then add case types and channels without fragmenting the model.
Decision artifact
Runbook, rollout plan, and governed backlog

Questions

Frequently asked questions

Can you build legal intake and matter workflows in Litify?: Yes. We can design intake, qualification, conflict-review handoffs, matter creation, assignment, tasks, documents, and communications using Litify and the underlying Salesforce platform. The design depends on your practice areas, review requirements, and current data model.
Can Experience Cloud be the front door for intake?: Yes. Experience Cloud can support authenticated or public intake, secure uploads, progress visibility, and client self-service. We also evaluate whether a lighter form layer is more appropriate when portal accounts and ongoing access are not needed.
How do you handle sensitive case or healthcare data?: We design around your regulatory and contractual requirements: least-privilege access, record sharing, field security, secure file handling, consent capture, retention, audit history, and approved integration boundaries. We do not claim that a configuration alone makes an organization compliant.
Can the system generate and send documents automatically?: Yes. We can map validated Salesforce data into document templates, select the correct packet, route for review or signature, store the resulting document, and surface failures. GAT has delivered more than 100 Docrio templates in a healthcare engagement.
Do we have to replace our current forms and inboxes at once?: No. A practical rollout usually starts with one case type and preserves necessary channels while creating a shared case record and triage path behind them. Channels can then be consolidated when the replacement experience is proven.

Connected systems

The workflow rarely stops at one team

Marketing attribution

Marketing and sales share a traceable view of which programs create demand, influence pipeline, and earn the next dollar of investment.

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Service operations

Every request enters a controlled queue, receives the right priority and owner, and advances against a visible service commitment.

Explore system →

Initial systems consultation

Design an intake path that makes service faster on both sides.

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You leave with
A focused consultation with a senior systems consultant
A current-state fit and architecture read
A recommended path — implementation, ongoing ownership, or product