Case Study: Harrowells

April 7, 2022

Exceptional service delivery provides peace of mind for busy law firm Harrowells.

Based in North and East Yorkshire, Harrowells is a regional law firm with a long and successful track record of offering high quality advice to businesses, families and individuals, they have local offices in York and across Yorkshire and with over 130 staff.

A significant presence in Yorkshire’s highly competitive legal market, recognised as specialists at a national level in a number of legal sectors. The Harrowells ‘difference’ is that they always bring dedication and a practical perspective to their work, this transforms advice from being legally ‘expert’ into something that is really effective from the client’s perspective.

A people approach

Harrowells is a thriving law firm, committed to providing its customers with excellent service. With 8 sites across Yorkshire, certain areas of the company depend heavily on a reliable printing and scanning solution to manage its day-to-day activities. Danny Garland, Head of IT, commented on the importance of their print infrastructure, “Some of our sites are satellite offices with only one MFP, meaning reliability and service are paramount to us. With changes in staff working patterns and habits during and following the pandemic, for our business and clients it is absolutely essential that we have a reliable print and scan fleet at our disposal when and wherever we need it.”

When looking at a partner to manage their MFP estate, Harrowells were looking for a company that would not only be able to provide reliable printing devices, but someone that would go the extra mile, a trusted supplier that would offer a personal service approach.

Danny talked about why they selected Nuvem Solutions, “We buy from people, we don’t just buy from a business name, we want to develop a mutually beneficial partnership. We could tell from the out-set that Nuvem Solutions were committed to delivering a quality service, they took the time to understand the importance of quality printing and scanning across our offices and what we needed to deliver. Their relationship with Toshiba assured us of a mix of robust and durable equipment that would work perfectly for the varying needs of our sites. We were already impressed with the Toshiba MFPs, having used them previously, finding them to be faster, quieter and more reliable than other manufacturers’ products.”

Confidence in support and service

As a company making the necessary changes to transition towards being “paper-light” in many departments, Harrowells are still reliant on their MFPs for scanning as well as printing. Daniel Lancaster, Director at Nuvem, talked about the importance of the customer and a tailored approach, “We see every customer as a long-term partner, and in order for that to work, you have to fully understand the objectives, pain points and what is going to work best for their business. For many it is about minimising paper consumption and providing the necessary tools to manage print usage. Whilst this is important to Harrowells, printing is still a key part of their activities and what is critical is having the service structure to support this. They need to know that should an issue arise, it is going to be dealt with quickly and efficiently to minimise any potential down-time. We were able to provide the reassurance that we could manage problems and be as responsive as possible.”

Confidence in support provides Harrowells with the peace of mind of not having to worry about their print estate, they also have the comfort of knowing that all Toshiba engineers are fully trained and only service Toshiba products, they are not multi-disciplined working on and repairing many manufacturers products.

The Nuvem team are at the end of the phone whenever I need them, nothing is ever too much trouble. If I could use one word to sum up my experience so far it would be “effortless.” I have complete trust in them, they take pride in what they do, always delivering, with the highest attention to detail. Personal service is paramount to me and Nuvem understood this from the beginning, never letting me down. We have developed a really close working relationship, and I wouldn’t hesitate to recommend them to manage any organisations printing estate.” Danny Garland, Head of IT - Harrowells