Tracey Hogan, senior associate at Horwich Farrelly, tells Insurance Times why the law firm should win the Excellence in Technology - Customer category at the 2022 Insurance Times Awards
Explain briefly about your entry in the Excellence in Technology - Customer category.
We wanted to enter Harp because it has revolutionised how our customers instruct and interact with us. Our clients’ challenge was the time taken to instruct us, the wasted indemnity spend due to poor quality instructions and the way clients receive updates.
We mitigated these issues by listening to our customers, understanding their challenges and then innovating and building a solution that has ultimately exceeded our customers’ expectations.
Harp reduced the time it took our customers to instruct us by over 83%. The mandatory fields and validation steps within Harp also reduced failed instruction cases by more than 60%.
Our customers are now able to self-serve management information too and obtain their own updates, meaning a 75% or a 50,000 reduction in the number of emails exchanged.
What do you think makes your entry stand out or different from your competition?
We are so proud of Harp because it’s a shining example of true innovation that is simple and engaging - not traits that are often associated with a law firm.
What would winning this award mean to you and your firm?
Winning this award would be amazing - it would be true recognition from a prestigious publication for all the hard work involved as well as act as an inspiration to all those who brought this solution to our customers.
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