Case Study: Haight Brown & Bonesteel achieves rapid CRM rollout and increased client engagement with Thomson Reuters Elite Contact Manager

Improved CRM with Contact Manager Creates Competitive Advantage

Haight Brown & Bonesteel LLP, a 75‑year California law firm with five offices, faced a tight communications challenge after a 2011 rebrand and Los Angeles office move: they had no formal CRM and needed a system fully deployed in 10 weeks to announce the changes and engage clients and prospects. Marketing leaders needed an easy‑to‑use, integrated solution that wouldn’t require a dedicated data steward or complex IT integration.

They chose Thomson Reuters Contact Manager (integrated with ContactNet and their Enterprise system) and completed a rapid 10‑week rollout, building a database of 13,000 contacts (with 5,000 added since). Using custom templates, email campaigns and analytics, the firm achieved a >25% open rate and ~5% click‑through, streamlined regular alerts and event invitations, and gained centralized list control and actionable reporting—resulting in stronger market presence and a measurable competitive advantage.

Haight Brown & Bonesteel

Sean Swayze

Marketing Coordinator