How Zoho One Helped 
Executive Summary
JXR Justinian is a U.S.-based organization that supports individuals and families pursuing asbestos-related claims. Their work depends on capturing highly detailed exposure histories, coordinating medical documentation, and assembling precise combinations of affidavits and forms for each claim.
As volumes grew and case patterns became more complex, their legacy tools couldn’t keep up with the level of structure and dynamic document assembly they needed. We implemented a Zoho One–based architecture centered on Zoho CRM, with a redesigned intake and qualification process, a structured way to handle primary and secondary exposure, automated folder creation, and a configurable affidavit and intake template engine. Phase one laid the foundation: the system now suggests and generates the right combinations of intake and affidavit templates based on case details, while leaving room for further automation, widgets, and integrations to support in-person visits and ongoing updates.
The Client
Location: United States
Industry: Legal / Medical Claims Support
Business Model:
Specializes in asbestos-related claims, guiding clients from first contact through medical documentation and trust submissions.
Provides hands-on, high-touch support for both:
- Individuals directly exposed to asbestos (primary exposure) .
- Family members or others with secondary exposure .
Coordinates:
- Intake and qualification,
- Exposure history documentation,
- Medical releases and diagnostic imaging,
- Affidavit preparation and claim filing.
Success depends on:
- Accuracy and completeness of intake data,
- Matching each case with the correct document set,
- Maintaining a clear, auditable record across long-running matters.
The Problem or Business Need
Justinian wasn’t struggling because they lacked process—it was the opposite. Their processes had become too nuanced and heavy for the tools they had.
Key challenges included:
Fragmented systems and manual re-entry
Multiple CRMs and spreadsheets used across teams.
Data had to be manually re-entered between systems.
Complex exposure structures not reflected in the system
Many matters involve both a primary exposed individual and secondary exposure through spouses or family members.
The old systems could not clearly represent these relationships, making it hard to see a “household” or “case group” as a single unit.
Inconsistent intake flow
Intake staff had guidelines but not a system-driven, standardized flow.
The same questions were not always asked in the same way, and key fields lived in notes instead of structured data.
Affidavit and template chaos
Each claim may require multiple affidavits and forms, depending on:
New state regulations in Minnesota
Regulatory changes required vendors to explicitly accept or decline work orders, and for the company to be able to prove that acceptance took place. Assignment alone was no longer sufficient
- Exposure type,
- Work history,
- Jurisdiction,
- Medical status,
- Trust requirements.
Staff had to manually determine which templates applied and assemble document “packages” one by one.
Unstructured document and folder management
Folders and subfolders were created manually for each contact or case.
It was easy for documents to end up in inconsistent locations.
Limited support for downstream steps (visits, audits, ongoing updates)
- Medical visits, imaging updates, and post-payment audits were not tracked in one coherent system.
- There was no platform-level support to surface the right documents, checklists, or notes during a visit or follow-up.
These challenges increased risk of missing details, slowed the preparation of claims, and made it hard to scale without overloading staff.
Evaluation of the Problem
We took a deep dive into how Justinian actually works—especially around intake and document creation—before touching any configuration.
Process interviews with intake, legal, and operations teams
Walked through real cases: from first phone call or web inquiry to the moment affidavits and forms were prepared for submission.
Identified where intake decisions influenced which affidavits and templates were needed later.
Audit of existing tools and template libraries
Reviewed their library of intake forms, medical releases, affidavit templates, and trust-specific documents.
Documented how staff currently choose which combination of templates to use for a given case.
Data and relationship modeling
Designed a data architecture that could represent:
- Primary and secondary exposure relationships,
- Worksites and exposure scenarios,
- Medical events and visits,
- Claims and audits.
Ensured that the structure would support dynamic template selection.
Workflow mapping for intake and affidavit generation
Mapped “ideal” paths:
- What information should be captured at intake.
- How that information should trigger the selection of specific intake and affidavit templates.
- How those documents should be stored and tracked.
Future roadmap alignment
Identified where the foundation built in Phase One could later be extended with:
- Additional automation,
- Widgets to support in-person visits,
- Better search for template combinations,
- Integrated scheduling tools.
This evaluation gave us the requirements for a system that doesn’t just store data, but uses it to intelligently suggest the right paperwork.
The Proposed Solution
We implemented a Zoho One solution that centers on structuring the intake process and dynamically generating the right mix of templates for each case, while also preparing for further automation.
Structured Intake & Qualification in Zoho CRM
Designed a standardized Intake / Qualification flow in Zoho CRM with well-defined fields for:
- Exposure type (primary or secondary),
- Exposure settings (workplace, household, other),
- Preliminary medical details,
- Timeline and locations of exposure,
- Relationships between claimants in the same household/group.
Introduced clear intake stages to:
- Guide staff through a consistent sequence of questions,
- Capture data in structured fields instead of free-text notes,
- Flag potential eligibility or complexity early.
Relationship Model for Primary and Secondary Exposure
Implemented CRM relationships to:
- Link primary exposed individuals to secondary family members and other related claimants.
- Tie all related individuals to shared exposure events, worksites, or scenarios.
This allows staff to:
- See a “family group” holistically,
- Reuse relevant exposure information where appropriate,
- Generate the correct document set for each person within the same overall matter.
Automated Folder Creation and File Organization
Set up automated folder generation for each new contact or matter:
- Consistent subfolder structure (e.g., Intake, Medical, Affidavits, Trust Filings, Audits).
- Folder links stored on CRM records for quick navigation.
This ensures that:
- Every generated document automatically lands in the proper place.
- Staff can quickly find what they need without recreating or relocating folders.
Overall, the proposed solution created a closed-loop system: assignment, acceptance, execution, and documentation all happening through integrated tools.
The Implementation
Implementation focused on creating a solid, extensible core rather than trying to automate everything at once.
Template and rule setup
Configured Zoho Writer templates for core intake and affidavit documents.
Implemented the first set of decision rules that match intake data to recommended template combinations.
Tested scenarios to ensure the right documents were suggested for different exposure patterns.
Future-oriented configuration
Left clear “hooks” in the design for:
- Adding more granular rules to the template engine,
- Embedding scheduling and visit support widgets,
- Further automation for audits and trust portal interactions.
Data migration and restructuring
Migrated existing records from prior CRMs into the new CRM structure.
Normalized exposure and relationship data so it could drive template logic.
Module configuration and relationships
Created or refined modules for:
- Contacts/Clients,
- Exposure records,
- Intake records,
- Affidavits and templates (where applicable),
- Claims and audits.
Linked records so staff can move from an intake record to the related exposure details, templates, and claim stages in a few clicks.
Acceptance Logic
Built custom functions and portal buttons to handle Accept/Decline actions
Connected these actions to CRM workflows and field updates
Confirmed that each action logged the necessary audit data
The Results
Even at this foundational stage, the impact on Justinian’s operations is clear:
Consistent, structured intake
Staff now follow a unified intake process with guided fields and stages.
Critical data is captured consistently, improving downstream decision-making and document selection.
Smarter document preparation
The template engine reduces guesswork by surfacing the most relevant intake and affidavit templates based on case details.
Staff spend less time hunting for the right forms and more time supporting clients.
Better organization of client records
Every case now has a predictable folder and subfolder structure tied back to CRM.
Generated documents are stored correctly from the start, improving audit readiness and internal confidence.
Clearer visibility across the claim lifecycle
Teams can see where a client is—from intake to imaging to filing to audit—within one system.
This visibility sets the stage for future dashboards and performance reporting.
Ready for further automation
The system is deliberately built to support:
- More complex template logic,
- Widgets that streamline in-person visits and updates,
- Deeper integration with external portals and scheduling tools.
The result is not just a new CRM—it is the first major step toward an intelligent case platform that will get smarter over time.
“Our cases are nuanced, and for years our tools didn’t match that reality. The new Zoho system finally reflects how we actually work. Intake is more structured, documents are easier to get right the first time, and we have a clear path to add even more automation. It already makes a difference day-to-day, and we know this is just the beginning.”
Justinian
Conclusion
Justinian deals with complex, sensitive asbestos claims where missing a detail can have real consequences for a client’s life. The move to Zoho One was not just about modernizing technology—it was about building a structure where intake data, exposure history, and affidavit templates all connect intelligently.
By focusing Phase One on intake, relationships, and dynamic template selection, we laid a foundation that supports today’s work and tomorrow’s automation. The system already improves consistency and efficiency, and it is positioned to grow into an even more powerful case management platform as additional widgets, rules, and integrations are introduced.
We Can Help
If your organization handles complex, multi-step cases—especially where the right combination of templates and documents depends on nuanced intake data—a generic CRM is not enough. Zoho One, designed with the right architecture, can become your decision engine as well as your system of record. Reach out to explore how we can model your intake, documents, and workflows into a scalable, intelligent solution.