Finding the Right Partner for Litify: Matt Fendon Law Group's Path to ECHO

Matt Fendon Law Group is a workers’ compensation, Social Security Disability, and employment law firm with offices across Arizona. The firm has run its case management on Litify for three and a half years, but getting real value out of that investment took longer than expected.

‍

Before working with ECHO, Fendon’s Litify environment passed through several hands: an initial system integrator, then two freelance developers, then Litify’s own consulting program, the Litify Success Accelerator Program (LSAP). Each transition left its own layer of configuration behind: half-finished automations, fields nobody used anymore, reports that no longer matched how the firm actually worked. By the time ECHO took over in June 2026, the org had accumulated years of this kind of debt on top of the day-to-day support the firm actually needed.

‍

Under the Litify support model, the firm burned through monthly support hours rapidly without seeing meaningful completion. With support staff constantly rotating and no dedicated developer assigned to the account, initiatives were repeatedly started but left unfinished, forcing firm leadership to re-explain their processes each time while lingering platform bugs went unaddressed.

To get consistent support and finish the work that was already started, Matt Fendon Law Group partnered with ECHO for dedicated ownership of its platform.

‍

The goal of this engagement was to:

‍

• Give the firm a dedicated team that could handle both admin work and real development, not just declarative changes

• Clean up years of accumulated configuration debt: unused fields, stale reports, empty permission sets, orphaned objects

• Fix core workflow issues affecting day-to-day case handling, including non-linear matter stage progression and duplicate task records

• Build the automation the firm needed but hadn't gotten around to: deposition and hearing reminders, referral tracking and intake handoff, negotiation follow-up, and matter activity reporting

ECHO's engagement with Matt Fendon Law Group started with a full assessment of the Salesforce and Litify environment to understand what was actually being used, what was broken, and what could be safely removed.

‍

Environment cleanup

Years of prior configuration had left the org cluttered. Our initial analysis found 254 fields with no data at all, more than eight custom objects with zero records, and a report library where over 60% of reports hadn’t been run in more than a year, along with empty and misleadingly named permission sets. We turned those findings into a cleanup plan, reviewed it item by item with the firm, and are working through it now. We also set up fuzzy-match duplicate rules on source and party records and started a historical cleanup of inconsistent source data.

‍

Matter stages and task generation

Workers' compensation and Social Security Disability cases rarely move through stages in a straight line. They loop back, skip steps, and pick up again depending on what's happening with the claim. The system's task-generation logic had been built around a linear progression, which didn't match reality and was quietly creating duplicate tasks every time a case advanced through certain stages.

‍

We rebuilt that logic in Apex using a trigger handler pattern, so tasks are created accurately, once, in step with how the team actually works a case. The fix shipped with Apex unit tests, so future changes to stage logic can be made with confidence instead of guesswork.

‍

Referral tracking

Referral accuracy used to depend on someone remembering to update the referral source record whenever a party's source information changed, an easy step to miss in a busy caseload. We built an automation that catches that change and updates the linked referral source immediately, so referral data stays current on its own.

‍

The wider intake path, creating an intake record, generating a referral source from it, and applying the correct fee rates, runs through several automations that hand off to one another. That chain had broken down in more than one place, likely from accumulated changes across the org's previous caretakers. We traced the full sequence end to end and repaired each broken link, so a new referral now flows cleanly from intake to a properly configured record without staff filling in gaps manually.

‍

Automating manual follow-up

Two recurring tasks depended entirely on someone remembering them. Deposition and hearing dates had to be tracked by hand, and once a negotiation reached a verbal agreement, someone still had to remember to follow up on the contract, easy to let slip across multiple offices. We automated both. Reminders now go out by SMS (through SMS-Magic) one business day before every scheduled deposition and hearing. Separately, the firm’s negotiation flow now assigns a contract follow-up task to the matter’s executive assistant as soon as a negotiation moves to verbal agreement. We also fixed the per-attorney negotiation reports, which were showing blank fields for records that had the data filled in.

‍

Matter activity timeline export

Clients sometimes ask to see every communication the firm has had with opposing counsel or the insurance carrier. The standard activity timeline export only showed that an email or call had happened, not what was said. We built a one-click action on the matter record that generates a PDF of the full activity history, including email contents and call logs, so staff can share the complete picture without assembling it by hand.

In its first four months with ECHO, Matt Fendon Law Group’s Litify org has gone from something that needed constant attention to something the team can increasingly rely on. The workflow fixes addressed problems the firm had been working around rather than solving, and the cleanup now underway is clearing out years of clutter that made the system harder to navigate than it needed to be.

‍

The practical difference shows up in daily case handling. Tasks are now generated once and in the right order, matching how workers' compensation and Social Security Disability cases actually move. Deposition and hearing reminders go out on their own, so nobody is tracking those dates by hand. Referral data stays accurate without depending on someone remembering to update a record, and a new referral now moves from intake to a properly configured case without staff filling in gaps along the way. Negotiation follow-ups are assigned automatically, and staff can generate a PDF of any matter’s full email and call history in one click instead of piecing it together by hand.

‍

The rebuilt stage logic also shipped with Apex unit tests, so future changes to how cases progress can be made deliberately rather than by trial and error.

‍

"ECHO came in and immediately helped us clean up the mess that had accumulated from previous setups. Instead of burning through hours with slow progress, their team broke down complex automations quickly, tackled our core platform issues, and got everything all done and working exactly as needed in production."

─ Lindsay Rials, Business and Finance Manager, Matt Fendon Law Group

‍

Since ECHO took over in June 2026, Matt Fendon Law Group has had a team behind its Litify org that goes beyond admin support, handling both the cleanup work that had piled up over three and a half years and the ongoing development the firm needs to keep moving forward.

‍

Considering a switch from LSAP or another Litify support model? We'd be happy to talk through your options. Reach out to us at https://www.echots.com/schedule-a-call.