Thornton Rose Cut Client Onboarding Time by 60% and Improved Retention
The Challenge
Thornton Rose Family Law had grown from two partners to five lawyers in under two years, but their processes had not kept pace. Client intake involved paper forms, case updates were delivered by phone, and the team used a patchwork of tools — one for documents, another for billing, and a shared calendar that nobody trusted. New hires spent weeks learning the ad-hoc systems, and two clients had left citing poor communication.
The Solution
The firm moved to the Professional plan and rolled out Firm Chambers across the team in a single week. Client intake forms were digitised and linked directly to new case records. The client portal replaced phone-tag with real-time updates, and the integrated billing module meant time entries flowed straight into invoices. The AI assistant helped junior lawyers draft standard correspondence, freeing senior partners for complex advisory work.
The Results
Client onboarding time dropped from five days to two. The firm saw a 25% increase in client retention over the first quarter, and billable hours per lawyer rose by 18% as admin overhead shrank. New hires were productive within days rather than weeks, and the partners finally had a single dashboard showing firm-wide performance.
“We went from five disconnected tools to one platform in a week. The impact on our team morale alone was worth it.”
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