Case Study • Legal

Osler: Elevating Client Experience via Relationship Intel

Osler partnered with Introhive to address CRM adoption and data quality challenges, unifying client information across the firm and enabling a more client-centric, relationship-driven approach to delivering consistent, high-value client experiences.

Introhive | 10 introhive osler | Osler: Elevate Client Experience via Relationship Intel
Introhive | referals | Osler: Elevate Client Experience via Relationship Intel

88K

Relationships mapped

Introhive | winners | Osler: Elevate Client Experience via Relationship Intel

285K

Key contacts enriched
with relationship intelligence

Introhive | productivity | Osler: Elevate Client Experience via Relationship Intel

78.75

Admin hours saved per month

The Situation

For more than 150 years, award-winning, Toronto-based law firm Osler, Hoskin & Harcourt LLP has advised Canadian, U.S. and international clients on an array of domestic and cross-border legal issues.

As Osler continued to strengthen its client-centric approach, it identified an opportunity to better connect information across practitioners, practice groups, and offices, supporting more seamless collaboration and a more unified view of client relationships.

Goals

Osler worked with Introhive to deploy a suite of solutions to address the firm’s CRM adoption and data quality management challenges.

  • Spot automation opportunities for efficiency, client experience
  • Turn cache of client data into actionable insights
  • Integrate technology to remove silos

Mapped Relationships Deliverables

  • Centralized CRM intelligence enabling cross-practice collaboration and client planning
  • Advanced relationship mapping to analyze who knows whom and relationship strength
  • Automated Pre-Meeting Digests delivered to attorneys with client news and insights
  • Cleaner, AI-powered data enrichment and email signature scraping for improved accuracy

The solution

Automated data capture

  • Activity and Contact Sync automated entry of emails, meetings, and new contacts into CRM
  • Reduced administrative time, saving attorneys nearly 80 hours per month
  • Ensured clean, current data for business development teams

Relationship intelligence

  • Delivered pre‑meeting digests with client insights to support preparation and engagement
  • Relationship mapping visualized who knows whom and relationship strength across the firm
  • Unified relationship data for a clearer, firm‑wide view of client connections

Data enrichment & adoption

  • AI‑driven enrichment and signature scraping removed duplicates and filled missing data
  • Enabled a more consistent, client‑focused experience
  • Boosted CRM adoption and trust in data quality

“Our innovation efforts begin and end with our clients — and innovation isn’t new for us. We have been transforming our products, services, technology infrastructure, and internal operations for years to better serve our clients’ needs. By focusing on the future and collaborating with clients and technology partners, we continually explore creative ways to break new ground, advance our service offerings, and deliver more value to our clients. Technology like Introhive enables our firm to do that.”

Chief Client Officer,
Osler, Hoskin & Harcourt LLP
Introhive | 10 introhive osler | Osler: Elevate Client Experience via Relationship Intel

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Measurable business impact

PRODUCTIVITY

285,488

key contacts enriched with relationship intelligence.

CRM QUALITY

88,280

new relationships identified, scored, and mapped into CRM.

ADOPTION

78,75

hours of admin time saved per month.

“Technology like Introhive enables our firm to focus on the future and collaborate with clients to explore creative ways to break new ground, advance our service offerings, and deliver more value to our clients.”

Chief Client Officer,
Osler, Hoskin & Harcourt LLP
Introhive | 10 introhive osler | Osler: Elevate Client Experience via Relationship Intel

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