Case Study • Built Environment

Laing O’Rourke:
Building Trust with Salesforce & Introhive

Introhive captures and surfaces relationship data across Salesforce and Outlook, giving Laing O’Rourke greater visibility into its client network. Teams can more easily identify key connections, support strategic bids, and strengthen client engagement, while spending less time on manual data entry and more time on informed, relationship-led interactions.

Introhive | Laing ORourke logo.svg 300x138 1 | Laing O'Rourke: Transforming Client Engagement with Salesforce and Introhive

The situation

When CRM was first introduced in 2009, much of the contact data remained offline and wasn’t captured through Microsoft Outlook by default, making it difficult to easily identify the right client contact for a specific question or engagement.

Laing O’Rourke recognized the need to back up human knowledge with clean, evidence-based relationship data. Introhive filled this gap by automatically surfacing connections and relationship strength across the business, allowing for better targeting and outreach without replacing human judgement.

Goals

Laing O’Rourke set out to create a unified view of client relationships and strengthen data‑driven engagement across teams.

  • Eliminate manual effort in contact and activity tracking
  • Improve accuracy and accessibility of relationship data
  • Support faster and more informed client engagement

MAPPED RELATIONSHIPS DELIVERABLES

  • Passive capture of contact and activity data to eliminate manual entry
  • Improved visibility into internal relationships and client stakeholders
  • Faster identification of key contacts for bids and events

The solution

CRM integration & automation

  • Minimized manual data entry for site-based teams, ensuring current information
  • Introhive and Salesforce collaborate to passively capture contacts and activities
  • Provided a reliable single source of truth for client relationship data

Relationship insights for teams

  • Assisted in identifying key stakeholders for strategic events and initiatives
  • Empowered staff to prepare for meetings and utilize engagement history
  • Verified and updated client contact lists for campaigns and outreach

Data-driven engagement

  • Enhanced the timeliness and relevance of client interactions across functions
  • Ensured Salesforce remained populated with accurate relationship data
  • Reduced uncertainty in client outreach for leadership requests, client interviews, and events

Measurable business impact

DATA QUALITY

Salesforce remained accurate and populated without user intervention thanks to Introhive’s passive sync capabilities

VISIBILITY

Improved visibility into client relationships with a holistic view that helps teams better understand connections and strengthen engagement strategies.

EFFECTIVE TARGETING

Up-to-date relationship insights enabled teams to identify the right stakeholders for bids, events, and communications without relying on guesswork or outdated lists.

“We’re not trying to replace that human knowledge… but we want to make sure it’s solidified with data and evidence.”

Natalie Petty
Client Engagement & Platform Lead
Laing O’Rourke

Introhive | LAINGG | Laing O'Rourke: Transforming Client Engagement with Salesforce and Introhive
Introhive | Natalie Petty 1 | Laing O'Rourke: Transforming Client Engagement with Salesforce and Introhive

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