Supporting the rapid growth of Litify,the leading legal practice management platform, built on Salesforce.com

Coral Team is proud to be the provider of ongoing customer support, implementation, customization and integrations services for new and existing customers of Litify.

Overview

Client:
Industry:
Law
Services:
Salesforce support,
customer implementation

Litify is a successful startup in the growing field of management automation designed exclusively for legal professionals and law practices. Over 60 US-based legal service providers of varying sizes use Litify's Salesforce-powered web and mobile products to streamline their workflows.

Rapid growth made it difficult for Litify to keep up with increasing demand for their services without trading off product quality and development speed. In order to meet and exceed the high expectations of their clients, the company decided to outsource a part of its Salesforce support and implementation teams. This was how Coral Team became an integral part of Litify's delivery model.

Challenge

The initial success of Litify's product led to a very rapid expansion of its user base. Delivering smooth implementations and reliable support services for both current and prospective customers required greater access to Salesforce experts. Rather than expanding its in-house team, Litify tapped into a pool of contractors, with Coral Team being on the short list.

Our reputation for reliability and CRM expertise made us an excellent choice to consider and we were up for the challenge, jumping right into a major implemenetation alongside Litify's core team.

Solution

1

Kickoff

Our partnership with Litify quickly grew beyond a standard Salesforce technical support arrangement regulated by a service level agreement. Early on, we became instrumental in the ongoing development and customization of Litify's software to best serve the needs of specific customers. Successfully completing these assignments meant expanding our development team and deepening our expertise in Salesforce and in Litify products, doing so within a short amount of time.
2

Scaling

In the course of the first year, our team grew from two developers and two support administrators to six developers and fourteen administrators, all supervised by a team lead. Litify has received our undivided attention with respect to the two key areas of our service: platform integration into the infrastructure of law firms, and customer support.
3

Key services delivered

Integrations

We integrate Litify with third-party tools popular within the client's target market, such as:
Document management solutions: SpringCM, Nintex Drawloop DocGen®, NetDocuments, DocuSign, Adobe Sign
Case management systems: Aderant, SmartAdvocate, Needles
Accounting systems: QuickBooks
Integration platforms: Workato
Cloud storage: Box, Dropbox
Email and calendaring services: G Suite, SmartCloud Connect, Microsoft Exchange.
...and many more...
4

Other services delivered

Configuration and customization

To support the individual workflows and legal requirements of each customer, we configure and customize Litify apps (Intakes, Matters, Insights) and develop new Salesforce flows (business automation apps), processes, rules and components; create new dashboards and reports.

Collaboration
with Litify's team

1

Some of Coral Team's developers are operating directly within Litify's own development team to ensure the smooth transfer of knowledge. The rest are coordinated by Litify's technical project managers (TPMs), each being responsible for one or more implementations.

2

The key challenge is to continue meeting the varied requirements of Litify's many customers in a timely and effective manner. We synchronize members and processes across multiple task boards to ensure efficient collaboration between our team and the TPMs.

3

Task priorities are frequently revised by TPMs, so it's imperative that we stay flexible at all times, allocating and prioritizing resources carefully. Our administrators have learned to promptly respond to such revisions while simultaneously working on several implementations.

Learning the product from scratch

To maximize our role in Litify's delivery pipeline, we had to “Dive deep” and get to the bottom of their software, based on Salesforce yet essentially a unique application. Our robust customer support would have never been possible without comprehensive knowledge of the product's capabilities and limitations.

Results

Faster delivery

Litify continues to rely on Coral Team for carrying out dozens of implementations and accelerating customer support. The time difference between our headquarters, in Belarus, and Litify, in the U.S., enables round-the-clock operations, improving overall efficiency. As our team keeps expanding, so does our ability to support more customers and handle more tasks in product development.

Partner, not vendor

On top of providing technical support and coding, we have become a part of Litify's core development team, actively helping shape the path their technology takes moving forward. Our intimate level of engagement with the product facilitates pointing out software improvement opportunities and bottlenecks ‒ often before the client can spot them.

What we've learned

Throughout this project, we've accumulated a broad knowledge base within the legal vertical, enriching our tech stack with new tools and components. Coral Team is also gaining valuable experience by integrating into another company's delivery pipeline.

What the client says

“
Christian McLaughlin, Litify
Professional Services (LPS) Lead
“Working with Coral Team has been an incredible experience. As a rapidly growing SaaS company on the Salesforce platform, we needed to extend our Delivery Team as quickly as possible. We engaged, trained, and incorporated Coral Team in our implementations within a short amount of time, and have been successful in meeting our clients' expectations ever since. They are an extension and integral part of our team and I can confidently recommend Coral Team to any company looking to supplement their teams with highly-skilled Salesforce resources.”

Technology stack

Programming languages

Apex, C#, Python, Java, JavaScript

Frameworks

Aura Components, Visualforce, Lightning Web Components, Apex Trigger Framework

Databases

PostgreSQL, MS SQL Server, MySQL, SQLite

Servers and clouds

Heroku Server, AWS, Azure

Salesforce APIs

REST API, SOAP API, Bulk API, Streaming API

Off-the-shelf platforms and tools

Lightning Platform, Ant Migration Tool, Data Loader, Data Loader CLI

Third-party tools

JetBrains IDEA, PyCharm, DataGrip, VS Code, Illuminated Cloud, Salesforce Extension Park for VS Code

Operating systems

Windows 10, macOS, Ubuntu

Other

Site.com, Salesforce 1