Case Study: Broughton Partners achieves faster, higher-quality case audits with Salesforce Agentforce

Broughton Partners boosts audit capacity 2x with Salesforce

Broughton Partners, a tech-first legal services company, faced a challenge in managing a surge in claimant volume while maintaining the high quality of its case audits. Their five-person Claimant Services team was overwhelmed, leading to bottlenecks, errors, and client drop-off as they manually context-switched between numerous data sources to verify each case against over 20 checkpoints.

Salesforce implemented a solution using its Agentforce product, building 18 AI agents to automate audit checks and surface exceptions for human review. This system, integrated with their existing Salesforce CRM and supported by Mulesoft and Apex, allowed Broughton Partners to reimagine its workflow in under six months. The results included a doubling of daily audit capacity, a 60% reduction in daily audit work, and a 10% reduction in claimant drop-off, enabling the team to focus human judgment where it was most needed.

Broughton Partners