A personal injury law firm using Salesforce to manage case activity, inbound communications, and matter records.

The firm regularly receives document-heavy email attachments such as medical records, insurance correspondence, demand letters, and supporting legal paperwork that must be reviewed quickly by attorneys and case staff.

To improve response speed without increasing manual administrative effort, the firm partnered with Twopir Consulting to automate document extraction and case note creation within its existing Salesforce workflow.

The firm's legal team relied on manual review of attached PDFs and Word files before key information could be entered into Salesforce. That process slowed case progression, created inconsistent summaries, and made it harder for attorneys to access important details quickly.

01. Manual Document Review Slowed Case Work

• Paralegals and support staff had to open each attachment, read the contents, and manually write summaries into Salesforce Case Notes.
• As document volume increased across active matters, the process became difficult to scale.

02. Important Information Stayed Buried in Attachments

• Critical updates often remained locked inside medical reports, insurance files, and other inbound documents until someone reviewed them manually.
• This reduced visibility for attorneys who needed fast access to case developments inside Salesforce.

03. Disconnected Processing Reduced Consistency

• Without a standard extraction and summarisation workflow, note quality varied by user and by document type.
• The team needed a repeatable way to process PDFs, DOCX, and DOC files while keeping all outputs tied to the right Salesforce records.

Salesforce Service Cloud + Apex

• System of Record: Salesforce served as the central platform for case activity, inbound emails, orchestration logic, and record updates.
• Custom Apex Logic: Identified attachments, routed files by type, stored processing status, and updated related EmailMessage and Case Note records once summaries were available.
• Orchestration: Apex scheduled jobs monitored extraction completion and triggered downstream summarisation steps, ensuring outputs reached the right Salesforce records.
• Governor Limit Management: By offloading heavy processing to AWS, the integration kept Salesforce well within platform limits while maintaining a seamless user experience.

AWS Lambda + API Gateway + Amazon S3

• Serverless Processing Layer: AWS provided the backend infrastructure for handling inbound attachments outside Salesforce governor limits.
• File Staging in S3: Attachment files were securely staged in Amazon S3 before being routed through Lambda, ensuring reliable processing at scale.
• API-Driven Integration: Files were exposed to Salesforce through API Gateway callouts, maintaining a clean integration pattern with clear boundaries between systems.
• Dual Processing Paths: Lambda handled both asynchronous Textract jobs for PDFs and faster extraction paths for DOCX and DOC files, optimising speed for each document type.

Amazon Textract

• OCR & Text Extraction: Amazon Textract handled precise text extraction for PDF documents, especially where asynchronous processing was required for larger files.
• Job Tracking in Salesforce: Salesforce stored the returned Textract job ID in a custom object, with scheduled Apex monitoring completion before continuing the workflow.
• High-Accuracy Document Parsing: Textract's machine learning–based extraction ensured reliable results across medical records, insurance correspondence, and legal filings.
• Asynchronous Model: The async pattern prevented timeouts and allowed the system to handle high-volume document intake without bottlenecks.

AI Summarisation

• Automated Summary Generation: Once document text was available from Textract or Lambda extraction, the content was sent for AI summarisation to produce concise, attorney-ready case notes.
• Written Back to Salesforce: Final summaries were written directly into Salesforce Case Notes and EmailMessage records, making document insights immediately visible to case teams.
• No Attachment Required: Attorneys could access key document highlights without opening every attachment, reducing time spent on administrative review.
• Consistent Output Quality: Standardised summarisation logic ensured uniform note quality across all document types and all users, replacing the previous inconsistency of manual note-writing.

Twopir Consulting followed a structured implementation approach focused on fitting automation into the client's existing legal operations rather than forcing users into a new process.