How Broughton Partners Implemented 18 Agentforce Agents to Improve Case Quality

Delivering exceptional quality when claimant volume surges

For someone injured by corporate negligence, simply getting the right potential claimant in front of the right law firm takes a lot of work. The case must be documented, checked against complex criteria, and presented in the right format so an attorney can properly assess the case. Broughton Partners, a technology-first legal services company, accelerates and simplifies this work, helping clients in need connect with top-tier litigating firms across the nation specializing in mass torts and personal injury. Their mission is to end corporate negligence by sourcing, vetting, and delivering qualified individuals to litigating law firms with a clean, compliant case packet.

Broughton Partners has used Salesforce for over a decade to help simplify the customer journey for claimants, referral firms, and litigating firms. Before a case reaches a law firm, a five-person Claimant Services team audits case files against more than 20 check points; reviewing records, documents, eligibility information, and possible discrepancies, with everything tracked in Salesforce CRM.

Those checks protect both the claimant and the firms, but repeating them for every case means a lot of manual work — particularly during moments of the year when case volume surges unpredictably. The team recognized that, without a change, it would struggle to handle those peaks that arise as the business scales. Worse, this might start impacting their ability to deliver the exceptional quality that the business has become known for.

However, the solution wasn’t as simple as growing the review team — because adding staff to handle every peak would have created a fixed cost that wouldn’t be able to flex when volume lowered again. At the same time, it was crucial to meet Broughton’s 72-hour delivery commitment to law firms without sending cases before they had received quality assurance checks. The team needed more capacity and consistency, with specialists still responsible for consequential decisions, while scaling sustainably.

Adding to the challenge, this auditing work was fragmented across customer records, survey information, signed documents, and outside reports. Reviewers were having to context-switch between all these sources while also following up with customers when evidence was incomplete or unclear, leading to bottlenecks, errors, and avoidable client drop-off.

This pressure was particularly visible in medical verification. In early 2026, Broughton Partners reported that about 16.5% of received medical data was awaiting review at a given moment. A backlog of roughly 2,500 cases awaited comparison with claims data. With the pressure on, the company embraced the innovation it's known for and set out to discover how AI agents and automation could make the audit process faster and more consistent.

Agentic teammates working alongside the review team

The starting point for the agentic initiative was the Salesforce foundation Broughton Partners already had, with claimant intakes, case files, law-firm orders, and supporting information all managed on the platform. The team saw that Agentforce would be able to draw on that context, augmenting existing checks in the flow of work, instead of requiring the team to build a new system.

Broughton Partners started by mapping out workflows to identify where AI could accelerate work and add value. Impact Velocity Studio observed the Claimant Services team, reviewed its procedures, and helped specify what each check should do, when it should run, and when a person must decide. SaasWorx.ai then designed and built the agentic system framework and solution on Salesforce. The first phase went live with seven agents and has since been extended to 18, broken into four groups covering checks on identity, fraud, contracts, and medical details.

Behind the scenes, automation tools Salesforce Flow and Apex handle checks with definite, rule-based answers while MuleSoft connects external data sources and law-firm delivery channels. Agentforce is then deployed where information needs to be read and interpreted. The decision about which tool to use depends on the nature of the evidence, the impact of a wrong answer, and the ongoing cost of running the check. The agents go to work automatically when the relevant information becomes available, and bring their results into an Agent Console for the team, showing specialists exactly which checks need attention from the team.

A result shows the evidence and reasoning behind it, making it possible for a specialist to investigate a flagged case. Ambiguous findings go to human review — the agents never reject a claimant. When someone makes or overrides a decision, the system records who did so and why. This trail is important given a case file has to stand up to scrutiny after it leaves Broughton Partners — and it also provides valuable context that the agents can learn from.

The agents have quickly won trust among the team. In one instance, a specialist initially disagreed with the duplicate case checking agent, because the usual manual search had found nothing. However, on opening the cited case file, the team confirmed the agent was right. The incident helped turn understandable caution about new agentic teammates into trust, with a result people could review for themselves.

Agents are transforming the company’s approach to medical verification in particular. When medical record data reaches a case, six AI agents assess different pieces of evidence in parallel and roll their findings into standardized Salesforce fields as well as a single verification result for review. 

As a result, these new agentic teammates are changing how the five-person Claimant Services team spends its day. The agents take on repetitive checks and point specialists to the cases that need their attention, allowing the team to concentrate on nuanced verification instead of working through time-consuming manual checks. In other words, agents pick up the busy work, and the team gets more time to focus where it makes a real difference.

A foundation for better work that’s ready for the future

Launching the agents was a milestone, but Broughton Partners sees the suite as a system that will only get better with time. All 18 initial agents are live, with the team continuing to test performance and refine how information is presented to reviewers. The architecture can easily accommodate new checks as Broughton Partner’s work evolves. Meanwhile, the audit trail gives the team a way to examine decisions and improve agents in the real world.

This practical approach has helped reassure the initially hesitant Claimant Services team. Seeing the evidence, retaining the final say on exceptions, and finding cases the old process could miss made the technology useful in their daily workflows from the start. Team leaders are now examining how the same approach could support other departments and, eventually, a more connected case journey.

Future possibilities include extending agent support to other workflows and streamlining delivery once a case has passed every required review. For now, the achievement is grounded in the work already happening: a small team has more timely, explainable checks at its fingertips and more room to apply judgment. As case volume grows and the mass tort landscape evolves, Broughton Partners can keep delivering, and improving, the quality it’s known for — and on which claimants and law firms depend.

Ready to build trusted agents around the work that matters? Get started for free with Salesforce Suites or activate Foundations to try out Agentforce today.