Osborne Clarke LLP, a leading international law firm based in the UK, uses BigHand Now and BigHand Capacity Manager to increase efficiency across the business and foster an approach that stresses getting the 'right work to the right place.'
Debbie Baker, Business Support Manager at Osborne Clarke, explains, "As a firm, it’s very important that we operate as effectively and efficiently as possible. We recognised there were improvements we could make in the assignment, management and execution of tasks.
“We also knew that with additional insight, we could make sure the right work would be done by the right people, and also encourage a natural change to our internal workflows. This will this have a positive impact on our business, and drive efficiencies that will positively impact our client service provision."
BigHand Now allows firms to create tasks as digital workflow entries. The entries can be easily audited, and replace the need for voice, email, electronic or paper-based requests. By completing a pre-configured digital form and attaching accompanying files, Osborne Clarke fee earners, senior PAs and specifically allocated administrative team members can create tasks quickly and easily.
Today, Osborne Clarke has a better understanding of how work can be delegated best, thanks to BigHand Now analytics and BigHand Capacity Manager’s central visibility. In turn, they can ensure their work is matched to the right level of resource.
Baker says: "BigHand Capacity Manager is now giving us central visibility to know who is doing what task, making sure that the right staff is doing the right tasks, at the right time, and at a measured cost to the business. We’re able to prioritise and reassign tasks in real time, which has already helped eliminate the build-up that the busy team regularly deal with."
BigHand software is a particularly big hit at Osborne Clarke’s Real Estate practice in Bristol. The real estate department comprises 74 fee earners and PAs, five Senior PAs, the Head of PA Services, and a Business Support Manager. The technology has proven so popular that fee earners request new forms to be created on a regular basis. Additionally, staff actively identify new areas to deploy the technology.
Another element of Osborne Clarke’s buy-in to BigHand tools is a firm-wide deployment. Driven by the early success of BigHand Now and BigHand Capacity Manager, the firm is planning a wider rollout for all branches to facilitate efficient and effective business operations. BigHand technology will be in use by 838 staff, including over 474 fee earners, across its three UK offices in London, Bristol and Reading.
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