LBMW is a long-established firm of Solicitors with modern values and skills, combining a wealth of experience across multiple sectors. As one part of a major IT project, the firm sought to upgrade from using analogue tapes to Digital Dictation software. BigHand was chosen for its reputation as a trustworthy provider of voice technology, and excellent project management capabilities.
Before the introduction of the BigHand Hub, LBMW found the analogue tapes they had been using to have poor sound quality, and create uneven allocation of work to their Secretaries. Having explored the market, the decision was made to roll-out the latest version of BigHand Digital Dictation, BigHand 5. With an improved user interface referred to as ‘The Hub’, BigHand 5 brings intelligent functionality to help secretarial teams manage transcription of dictations, and prioritise workloads.
Susie Hust, Practice Manager at LBMW explains: “The firm recognised the value of its secretarial staff and wanted a way to help them work more efficiently, particularly in processing documents. BigHand has helped in creating an even distribution of work, especially where there is sickness or holiday leave. A dictation is firstly sent to the relevant department to pick up, and if that department are too busy, it is then sent firm-wide to ensure work is never delayed or missed. This also means that our staff are saving time, helping them to work more proactively.”
Work is now being delivered more effectively owing to the new functionality within the BigHand Hub. Dictations can be filtered by priority, or by due-by date. Once work is complete, the firm also make use of BigHand Analytics to quickly identify bottlenecks in workflows. The data these reports provide them with means that continuous business change can be applied moving forward. This has all been received very well by both Fee Earners and Secretaries in the firm.
Susie continues, “The BigHand roll-out was really successful. The training provided was great and the extra floor-walking exercise made sure user adoption was positive. Our staff are seeing the benefits of being able to track their dictations, see what stage they are at, and have the peace of mind that dictations cannot go missing.”
Looking to the future, LBMW are considering introducing remote working with the use of BigHand Go, so staff can send dictations to be worked on from any location, giving them the ability to be as efficient whilst on the go as they are in the office.