How WHGG Stopped Losing $160K/Month in VA Cases by Fixing Case Inquiry & Intake on Salesforce + Litify

The Who

WHGG is a fast-growing legal services firm specializing in veterans’ disability and personal injury claims. With hundreds of cases moving through intake, triage, and litigation every week, their operations were drowning in technical debt, manual work, and broken processes.

Despite investing in Salesforce and Litify to modernize operations, they struggled with poor intake conversion and missed follow-ups — creating serious revenue leakage at the top of the funnel.

The Problems

WHGG’s Salesforce + Litify stack had potential — but was crippled by critical gaps and bad patterns:

• Broken intake process — inquiries were poorly triaged, and follow-ups slipped through the cracks. They estimated a loss of 40 VA cases per month, at $4,000 per case ($160K/month).
• No automation from web forms — leads arrived via email and were rekeyed manually into Salesforce, wasting hours and introducing errors.
• Docrio templates were static and inflexible — every new document variation required building a separate template. Example: adding a co-signer field meant duplicating the entire PDF template.
• No clear ownership of Salesforce architecture & process governance — technical debt piled up as teams rushed to patch issues without a scalable plan.
• Slow, error-prone deployments — without DevOps or CI/CD, each release was a fire drill, causing downtime and breakages.
  

The Solution

Harrier helped WHGG rebuild their Salesforce + Litify platform with a focus on practical, composable architecture:

• Rebuilt the intake flow to triage web form submissions, streamline follow-up tasks, and surface inquiries in context of existing cases and intakes.
• Implemented a two-stage intake API and inquiry object, reducing spam and allowing non-case inquiries to be tracked properly.
• Replaced static Docrio templates with a dynamic Formstack + AWS PDFKit solution, generating PDFs dynamically from Salesforce data and metadata-configured templates.
• Introduced release management and DevOps best practices, including Git-based source control, automated deployments, and improved environment management.
• Coached WHGG’s in-house team on platform architecture, governance, and maintainable development, creating space to focus on improvements rather than firefighting.
  

The Insights

Some lessons WHGG & Harrier learned (and lived) through the process:

• Litify & Docrio provide a good legal CRM baseline — but break down on dynamic document generation, intake complexity, and API-first use cases.
• Automation has to cover intake-to-conversion, not just CRM data management. The biggest impact came from improving how web leads flowed into the case pipeline.
• Releases should be boring. Once WHGG adopted DevOps and CI/CD, new improvements shipped every week without drama — compared to quarterly fire drills before.
• Composable beats monolithic. By layering AWS Lambda + PDFKit outside of Salesforce, we unlocked dynamic PDFs without blowing up Salesforce storage or compute.
  

The Results

• ✅ 45% improvement in inquiry-to-matter conversion — recovering hundreds of lost VA cases per year.
• ✅ Eliminated $160K+/month in lost VA case revenue from missed follow-ups.
• ✅ Legal Ops improvements now ship weekly, not quarterly.
• ✅ Happier in-house Salesforce team — working on real improvements, not firefighting bugs.