Case Study
Justice Rapid Response (JRR)
Justice Rapid Response (JRR) is an international organization dedicated to advancing justice and accountability for victims of serious human rights violations and international crimes.
By rapidly deploying a diverse and highly qualified roster of experts, JRR supports states, international institutions, and civil society in investigating and documenting atrocities, strengthening the rule of law, and promoting access to justice.
Through its collaborative and demand-driven approach, JRR plays a vital role in ensuring timely, professional, and context-sensitive responses to some of the world’s most pressing justice challenges.
The Start of Our Journey Together
Vera and JRR’s partnership first began in 2016 with the development of their current Salesforce CRM system to manage a pool of over 750 justice and human rights experts who can be rapidly deployed upon request to investigate international crimes.
After the success of the initial system, Vera has administered the system and provided architectural oversight for the past seven years. For nearly a decade, Vera and JRR have partnered through smaller projects to continue to enhance the system, and, in early 2025, Vera further enhanced JRR’s system with Salesforce Agentforce to summarize experts’ skill set, expedite the assembly of legal experts for deployment in its international justice program, and provide more thorough deployment summaries for improved donor reporting.
Through this initial Agentforce PoC, JRR has further expanded its Agentforce use to redirect administration time to important program initiatives.
Salesforce CRM Implementation (2016-2017)
JRR needed a systematized approach to maintain a database of legal experts and records, including their training and specialty. Prior roster management tools proved to be inefficient, since staff members manually entered expert and client data coming from various sources, making it challenging to ensure accurate matchings between experts and clients. JRR hoped to reduce time and increase efficiency in gathering, maintaining, and implementing such data.
Vera implemented a Salesforce-based CRM for JRR to better manage it’s database of experts, missions, and deployments. Through process mapping and configuring the system to support the specific needs of JRR best, Vera designed a Salesforce system that segmented and tagged each expert based on education, employment, language, references, and other relevant categories.
The system’s robust tagging capabilities aided administrators in easily locating and pursuing experts according to specific criteria. Beyond the preliminary build, Vera also implemented a self-service Salesforce Experience Cloud for experts to view and edit their data directly within the system, enabling staff to respond to a greater volume of investigation requests in less time.
Vera delivered this system through a hybrid agile delivery model, leveraging an initial, structured planning period and ongoing flexibility to adapt to evolving project needs. This hybrid agile delivery methodology provided a balanced approach, accommodating JRR’s needs as the project progressed.
With their current Salesforce system, JRR can capture, monitor, and analyze funding, training, and deployment data, matching missions with experts. The Salesforce system enhancements streamlined the management of course participation used by staff to recruit new experts and more efficiently track who is requesting, attending, observing, and facilitating these recruitment courses.
System administrators and other staff have seen a substantial reduction in time and effort saved while carrying out recruitment, expert updates, and roster selections, freeing up resources to devote to other projects and processes in support of JRR’s mission.
Still from the JRR/UN “Evidence of Hope” video published 22 October 2018
“Vera had a key role in adapting the system to the various needs of JRR. The result is a truly unique and powerful tool for managing data, interactions, and processes. It also provides ways for us to evaluate our work, so as to better measure the lasting impact JRR experts are having around the world.”
– System Administrator, Justice Rapid Response
Still from the JRR/UN “Evidence of Hope” video published 22 October 2018
Managed Administration Services (2018 - Present)
Following the initial system build and a few enhancement projects, JRR sought a reliable Managed Services provider to meet its specific administrative and enhancement needs and ensure its own in-house Systems Administrator could focus solely on post-deployment support.
Their system needed consistent, in-house technical expertise to meet their evolving system requirements without posing the unnecessary expense of a full-time internal Systems Administrator. JRR needed a Managed Services provider who not only understood their solution but would guide them on best practices, support user adoption, and help them scale for years to come.
JRR outsourced system support to Vera Solutions for System Administration Services, one of the Managed Services offered by Vera. After establishing a long-standing, recurring contract with a fixed number of hours per month, Vera provided JRR system administrators with technical expertise and front-line system support through conducting weekly meetings, ideating bug fixes, fulfilling user requests, performing minor configuration changes, and managing 3rd party tool integrations to fit their dynamic needs.
With Vera’s trusted technical advisory resources providing support and constant upkeep, their system has substantially grown over the 9 years, including a migration from Salesforce Classic to Lightning, new reports and dashboards providing insights into outreach trends and interaction effectiveness. Vera has also incorporated 3rd party tools such as FormAssembly and Rollup Helper.
JRR has increased its resourcing efficiency through a team of both in-house functional and outsourced technical stakeholders collaborating on a weekly basis. The solution remains highly secure through proactive systems monitoring, security enhancements, and bug fixes. From 2016 to 2022, JRR’s deployments increased by 184%–a product of a trusted Managed Services provider continuing to enhance the system and help divert JRR’s attention to their mission.
“We’ve been working with Vera Solutions since 2016, as they adapted the Salesforce Platform and Experience Cloud to help us manage data, interactions, and processes. Since then, we’ve been able to increase our deployment of legal experts, rather than focusing on systems administration, proactive analysis, and solution support. We could not have done it without the technical experts at Vera Solutions. After all, they know our solution best.”
– Chris West, Roster Manager
Building on the Salesforce system’s success, JRR sought to continue enhancing its system through working with Vera to implement Agentforce, Salesforce’s AI agent.
Still from the JRR/UN “Evidence of Hope” video published 22 October 2018
“We have been excited to explore how AI could improve our efficiency in using Salesforce – as a small organization, any opportunity to streamline some of our manual processes is welcome. The solution developed with the Vera team has already started making an impact on how our team is using Salesforce, with Agentforce able to save considerable time to free up our programme teams to focus on their deployment efforts.”
– Chris West, Roster Manager
Still from the JRR/UN “Evidence of Hope” video published 22 October 2018
Agentforce (2025)
To properly assign legal experts to clients, JRR staff manually created expert skill set summaries from various sources within their Salesforce-based expert database. Gathering and synthesizing this information took half an hour per summary, resulting in hours of work per month.
The summary generation with multiple deployment outcomes was time-consuming for staff, and, in some cases, not possible with Salesforce reporting parameters. JRR sought to expedite the creation of expert skill set summaries through automating summary generation for deployment impact and outcomes contextual to funders and the country.
The two new Salesforce Agents summarize experts’ skill sets to save JRR Program Managers 30 minutes per expert summary (amounting to multiple hours per month), expedite the assembly of legal experts for deployment in its international justice program, and provide more thorough deployment summaries for improved donor reporting.
After first confirming the needs and use cases with JRR stakeholders, Vera built a proof-of-concept (PoC) for further testing, iteration, and then deployment.
Vera & JRR are continuing to collaborate to define new potential Agentforce use cases, optimize the current use cases, and explore further Agentforce expansion for other processes within the existing Salesforce system.
“Having worked with Vera for the best part of ten years, we were confident of their ability to meet our needs and overcome any challenges in implementing our AI solutions, and their understanding of our organization and system was incredibly valuable in this process.”
– Chris West, Roster Manager