As part of the firm’s most recent restructuring exercise, Anthony Gold has invested in BigHand’s task delegation tool, BigHand Now, to remove paper-based processes, increase the visibility of tasks across teams and improve the prioritisation and allocation of work. All of which have combined to save money and time, whilst improving staff satisfaction.
Until 2015 Anthony Gold was operating with a traditional Fee Earner to Secretary ratio, with Authors sending their Dictations, bookings, matter setup, printing and postal work to the secretaries and any general administration work to the back office. With continuous growth in mind, the firm undertook an exercise to streamline this process to become more efficient and gain maximum benefit from the wide range of skills within its administrative team. In addition, Anthony Gold set out to remove its historic, paper-based process of allocating tasks to individuals and teams.
John O’Connor, Head of IT at Anthony Gold, comments: “We wanted to create a new way of working, with Authors sending Dictations to a newly formed Document Production team. Admin tasks like billing, compliance information gathering and diary management to team assistants and room bookings, taxi bookings, printing, postal work, client /matter inceptions and compliance to a Business Admin team. We chose BigHand Now as a task delegation tool to help us achieve this.”
Real-time task assignment and task management
BigHand Now allows firms to create tasks as fully auditable, digital workflow entries, from voice, email, electronic or paper-based requests. Anthony Gold’s Team Assistants create tasks quickly and easily by completing a pre-configured digital form and attaching any accompanying files. Once in the workflow, tasks can be prioritised according to their urgency and importance, and assigned to a specific team or team member for processing and monitoring through to completion.
Moreover, all tasks generated within BigHand Now are also automatically assigned to the correct team based on task type within the BigHand platform.
O’Connor says: “The BigHand Now electronic forms are easy to use, and automatically generate and allocate tasks to the right teams,” he says. “Once allocated, everyone can clearly see every task, when it’s being processed and when it’s been completed. We see how long tasks take and we’ve created Service Level Agreements based on that knowledge. That helps both Authors and support staff manage expectations and their workload, and consequently we can spot issues before they actually become issues!”
Looking forward, Anthony Gold is now in the process of giving Fee Earners access to BigHand Now as well as investing in BigHand Capacity Manager, a dashboard tool that allows for the real-time, dynamic scheduling and allocation of tasks based upon the capacity available within a team.
O’Connor concludes: “It’s great that Fee Earners are increasingly buying into the technology available to increase efficiency and transform best practice. The combination of BigHand Now and BigHand Capacity Manager will soon help us to plan optimum staffing levels at all times, reassigning staff across our offices when business need arises. It will provide even more flexibility and control. It’s true capacity management.”
We work hard to make sure our technology delivers results for your business. Get in touch to find out how BigHand can help you save time and money.