Integreon is a leading global alternative legal and business services provider specialising in litigation, contract lifecycle management, and business enablement services for law firms, financial institutions, as well as corporate and consulting clients. Integreon provides services across 50+ languages from 14 Integreon owned delivery centers across four continents. With experience and expertise providing clients with transformational solutions to address high-volume, process driven needs, Integreon needed a workflow and visibility tool to enhance its own business enablement services, better support clients, and further differentiate its offering.
Over 20 years, the organization and its services have grown exponentially, with various workflow tools developed in-house along the way. This resulted in Business Enablement Services – and more specifically legal word processing, having multiple teams using different applications with varying levels of sophistication. As Kalie Olson, Vice President of Integreon, explains, “Applying process to a high volume of transactions is what we do, and so not having consistency across our own internal processes caused challenges when it came to communicating and reporting across teams.”
“We wanted to make sure that we were working in a way that mirrored our best practice: having the right work being done by the right person, at the right time, and at the right cost.”
Having established a successful relationship with BigHand over many years leveraging its digital dictation software, Integreon was interested in exploring their assessment of the situation and recommended solution.
“When the team presented BigHand Now to us, we could see right away that our vision was shared,” explains Olson. “We were excited by the simplicity of the solution, how intuitive and not overwhelming it was. All the features you need from a workflow tool were clear to see, but without bogging users down in hundreds of unnecessary fields, processes, or steps.”
Since implementing BigHand Now, workflow is now consistent across all Integreon’s legal word processing teams resulting in greater collaboration. “Teams are speaking the same language, using the same tools,” says Kalie. “It’s created greater flexibly across teams, and if a member needs to move from one team to another, there is no longer the need to train them in a completely new workflow process, which has saved a considerable amount of time. I now have the visibility of where work is being allocated, where there might be skills gaps that can be resolved by reallocating resource or providing additional training.”
Kalie Olson concludes: “We have significantly streamlined our processes to ensure we are uniquely placed to provide an exceptional level of service to our clients.”
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