Horwich Farrelly

About Horwich Farrelly

Horwich Farrelly is a well-regarded legal firm with a focus on defendant litigation. They provide legal services primarily to major insurers and large corporations. With a team of over 850 professionals, the firm addresses complex legal issues, aiming to deliver high-quality representation and support.

The Challenge:

The firm faced challenges with its in-house service desk, including limited capacity and expertise to handle its growing workload and the demand for 24/7 support. The firm needed a solution that could scale with its growing needs and provide reliable support anytime, anywhere, and on any device.

Solution

• Comprehensive service desk solution implemented.
• Vulnerability-managed service provided to bolster cybersecurity defences

Outcomes

• 24/7 service desk and support services.
• Streamlined ticket management and improved productivity.
• 1000 tickets per month with an SLA compliance rate of over 95%.
• Strengthened security posture.
• The firm won the prestigious “Security Team of the Year” award from NetLawMedia working in collaboration with

“Ultima work in a true partnership style and the service provided to our people is absolutely first class, which allows HF to focus more time on our clients and customers”

John Presland, Horwich Farrelly, CEO