Case Study: Harrowells Solicitors

About Harrowells Solicitors.

Hailing from North Yorkshire, Harrowells Solicitors is one of the largest law firms in the region, providing a wide range of legal services to both personal and business use, as well as specialising in farming and horse racing. The firm was established in 1908 by Herbert Edward Harrowell and they have enjoyed a long and successful track record of offering high quality advice to businesses, families and individuals across the county.

Adhering to the high standards set by the company over their existence was paramount for Harrowells’ solution, ensuring they were able to get the best of breed technology to pass the benefits on to their clients.

The Challenge.

The firm had acquired a number of new sites in the centre of York however these were very much siloed and needed to be brought together under the same network. Furthermore, Harrowells’ were committed to flexible working and wanted the technology to allow their employees to work from home.
Wavenet was asked to consider the most cost-effective option that would deliver against the business’ needs.

The Solution.

Wavenet recommended the optimum solution was to lay down fibre and multi-core copper cable links to each building. To assist with home working, Wavenet implemented a VOIP phone system for Harrowells’ home workers.

Business and performance intelligence: By using an internet-based system Harrowells’ managers now use sophisticated reporting software to monitor call rates and staff productivity in real-time. In addition, the ability to view aggregate data reports allows managers to analyse and identify any areas of concern and act quickly and appropriately.

Better customer service and customer prioritisation: Wavenet advised the installation of an attendant console as the central part of the new system to allow client service assistants, based in the firm’s main telephone room, to see incoming calls on their computer screen and prioritise them as they come in. At a glance, they are able to see who is available in a department, where they are and when they will be able to return the call.

The previous system relied on lights which could only indicate when the switchboard was being used and the number of active calls.

More efficient operations: Being able to advise clients when they can expect their call to be returned, or being redirected to another member of the team with knowledge of their case has led to significant improvement in customer service.

Standardised communications plans: Wavenet also developed a unified messaging system whereby when a voicemail is left, an email containing a sound file of the message is sent to the relevant recipient. Once this function was added, the firm’s management enforced strict guidelines for all staff to use this facility on an ongoing basis.

Faster response to calls and improved client confidentiality: Inbound calls for all offices are now routed through one centralised system.

Why Wavenet?

Harrowells has set up a telecoms committee to bring operational issues to the attention of Wavenet Communications, this ensures they are able to maintain a system that works hard and efficiently, continually evolving to meet the needs of the growing number of staff at the firm.

“The time and dedication Wavenet has spent building a relationship with Harrowells means they know who to contact within the firm to discuss specific technical issues and potential benefits. The Wavenet team has continuously adapted to how we operate, which certainly helped the less technical amongst us gain a true understanding of our telecoms system and its capabilities. Client service is more important than ever, and Wavenet has always been on hand to suggest more efficient ways of dealing with calls and streamlining processes as we grow.”

– Dan Mitchell