Client-Centric Innovation in Law

Hasan ChoudharyMarketing Director
Client-Centric Innovation in Law
Client-Centric Innovation in Law

How Harneys Elevates Value with Digital Service Delivery


As debates around the billable hour and outside counsel spend stay ever-present on legal conference agendas, the essential question for law firms remains the same: how do you add value for clients and enhance their experience working with you? 

The purpose law firms serve – in a very generalized sense – is two-fold: to be experts, and to deliver expertise. Getting the service delivery right plays directly into the client experience. 

So while a drive to innovate is crucial in itself to not get left behind in the legal marketplace, ensuring that the approach to innovation is client-centric is equally important. And this is a concept which renowned offshore law firm, Harneys, has embraced. 


Digital delivery models 

Digital delivery models are ways in which law firms provide their services through automated means. If, for example, a law firm client has a question on whether a particular regulation applies to them, simply answer some questions on a web form and get the answer. No phone calls, no emails, no waiting, no extra bills. 

Harneys understood that their firm – like many others – already has the knowledge and expertise to supply top-tier legal services; their lawyers are experts in their fields. But they also now had the ability to make the delivery of knowledge more streamlined for the client, enhance client experience, and distribute this knowledge to a wider audience – without taking up more time or energy. 

How Harneys harnesses innovation 

Harneys has been unafraid in going digital and being truly client-centric in their approach to innovation. The firm’s Wave tech and innovation hub has leveraged the Neota platform to deploy a growing suite of self-service legal and fiduciary compliance digital tools. 

These bespoke products, enriched with the knowledge and experience of Harneys’ global lawyers, are designed to simplify complex topics and allow clients – new and old – to rapidly get tailored answers based on their circumstances. 

The suite currently contains five bespoke guidance applications – MiCA Assessment, Regulatory and Tax DIsclosure Tool, CRS & FATCA Classification Solution, British Virgin Islands VASP Initial Assessment, and DAC6 Assessment and Reporting Tool. The tools feature digital questionnaires to assess facts and deliver guidance, ranging from establishing whether certain regulatory frameworks may apply to an organization, to whether a particular transaction needs to be reported under the EU’s DAC6 legislation. All while incorporating Harneys’ brand and ethos. 



Each makes the tailored delivery of advice instant and user-friendly, and provides the ability to scale matters to Harneys lawyers if further assistance is required – ultimately making the experience of their clients, new and old, far more streamlined. 

What it means for Harneys and their clients 

Having established a range of frequently asked questions, Harneys is able to scale the knowledge that their lawyers deliver into something delivered automatically, with no compromise on the service quality or advice. This allows their lawyers to attend to the matters which require greater attention, while also opening up new revenue streams through a robust new business development tool. 

The pay-to-use solutions make expert advice considerably more accessible, while the free tools bring a range of new clients to Harneys by establishing that the prospective client once may need further support based on the result of the solution. Beyond this, digital service delivery democratizes access to the know-how of a top-tier firm and boosts their awareness in the legal marketplace. 

A streamlined, digital experience for a client also means less manual workload for the firm. Before the days of custom automation software, the reason why answering a question took a human’s time is – pretty simply – because it had to. But now, with the ability to pool at least part of the firm’s knowledge into an accessible, digital experience, Harneys have embraced these valuable and innovative alternative methods.

Being client-centric 

It’s not news to anyone that client experience is key for client retention and acquisition. While enhancing client experience is a holistic exercise, making use of technology in a way which prioritizes the delivery of legal services is incredibly valuable. 

Harneys has leveraged the Neota platform to deliver their expertise on a wider scale than previously possible, all while ensuring the quality and consistency of the advice, to truly embrace client-centric innovation. And their suite is only growing. 

Discover more about Harneys Wave and their digital products on their website


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