Case Study • Legal
Thomson Snell & Passmore Doubles Firm-Wide Account Connectivity with Introhive
Managing relationship data across hundreds of client interactions and multiple practice groups, Thomson Snell & Passmore deployed Introhive to surface relationship capital sitting silently across teams and convert it into coordinated, revenue-generating action.
348k
Activities captured
79k
Relationships mapped
49k
Unique contacts identified
The situation
Thomson Snell & Passmore is the oldest continuously operating law firm in the world, serving individuals and businesses across corporate, dispute resolution, real estate, and private client law since 1570. With over 300 staff operating from their office in Kent, the firm combines centuries of heritage with a commitment to first-class technology and pragmatic, client-focused advice.
Like many firms, Thomson Snell & Passmore’s relationship data lived in many different places —
fragmented across individual inboxes, static spreadsheets, and disconnected systems across the firm. There was no automated way to see who knew whom across departments, no reliable foundation for building nurture or invite lists, and no single view of how the firm’s relationships were distributed across its most important accounts.
As the firm scaled, leadership needed a way to surface relationship capital and convert it into coordinated growth.
Goals
Thomson Snell & Passmore deployed Introhive to automate data capture, enrich contact records, and surface relationship intelligence firm-wide.
- Surface firm-wide relationship data to increase connectivity and cross-practice engagement
- Build a reliable foundation for BD and marketing workflows across practice groups
- Support relationship continuity through leadership changes and lateral hires
Mapped Relationships Deliverables
- Cross-practice opportunity identification
- Pre-meeting digests and on-demand relationship prep
- Event and invite list management
- Onboarding intelligence for senior lateral hires
- Succession and departure planning for departing lawyers
The solution
Single source of relationship truth
- Automated data capture and contact enrichment from email and calendar
- Zero-entry contact management for centrally organised, always-current records
- Replaced manual processes with a firmwide, always-current relationship dataset
Relationship visibility for growth
- Relationship scoring and mapping across the firm
- Relationship portal for firm-wide visibility into key accounts
- Cross-practice collaboration surfaced through shared account connectivity
Proactive client intelligence
- Pre-meeting and on-demand digests for lawyer meeting prep
- Real-time client health and job change tracking with Signals
- Passive implementation model designed to maximise adoption without disrupting existing workflows
“Managing contact data across a firm like ours — with relationships spread across multiple practice groups and hundreds of client interactions happening every day — is no small task. Introhive changed how we approach it entirely. The contact database Introhive has helped us surface data in a way we were not able to beforehand, whilst knowing it is accurate, always-current, and firmwide.”
Charlotte Eberlein
Head of Marketing and BD
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Measurable business impact
GROWTH
+106%
Top 50 Account Connectivity — employees connected to the firm’s Top 50 accounts more than doubled, growing from 47 to 97
CONNECTIVITY
+67%
Cross-Practice Collaboration — average department interaction with Top 50 accounts grew from 3 to 5 practice groups
RELATIONSHIP INSIGHTS
29,000
Executive relationships mapped
across the firm
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