Our award-winning client delivery teams are what set us apart
We’re more than just a technology company
At BigHand, we develop solutions only after first developing a true understanding of what you and your organization needs. From our first conversations, through your bespoke discovery phase, to implementation and beyond, you can rely on our BigHanders to be with you at every step.
Our award-winning technical support team are only ever a call away, 24 hours a day. 98% of our customers say they receive outstanding support from BigHand. Plus we have an NPS score of 70%, which is considered “world class”. So you can rest assured that you’re in safe hands.
That’s the BigHand Way.
Just some of the reasons why our customer service is award-winning...
People in support services
Hour Support Portal
Average customer satisfaction score (%)
Average NPS score
Say hello to our Service Delivery Team…
"Rebekah Thigpen is wonderful, and did a fantastic job. She is organised, professional and follows up. I wish all PMs could be like her.” - Akerman LLP
Rebekah Thigpen, Project Manager with 11 years’ experience
“Joe is an excellent engineer who really knows what he is doing – Implementations went smooth. He is also pleasant to work with.” - Winston & Strawn LLP
Joe Uhill, Technical Engineer with 6 years’ experience
“Peter has been so thorough in resolving our cases over the past month. He is quick and knowledgeable and an asset to your company!” - Waller Lansden Dortch & Davis LLP
Peter Silzer, Technical Lead, with 7 years’ experience
“Very informative, kept to deadlines, very supportive with regular communication. Nothing to improve.” – Brachers LLP
Mandy Taylor, Lead Training Consultant with over 25 years’ experience
“Tony consistently provides a high level of service which is efficient and provides accurate answers. I really like working with the BigHand team - they are very knowledgeable.”
Tony Rehal, Head of Client Services, with 15 years’ experience
“Excellent, professional support and troubleshooting from Diego. He provided timely follow-ups as well as helpful and relevant actions to help resolve the issue.” – Top 20 APAC law firm
Diego Saez, Senior Support Analyst with 7 years’ experience
“Get more support staff like Hayley Scheibel - her knowledge and understanding of the software and programs is crazy good, and she is so, so lovely.” – Top 10 APAC law firm
Hayley Leung, Product and Adoption Specialist with 10 years’ experience
“Douglas Murphy is an exemplary asset and has been pivotal in us turning round our upgrade from 4.65.1 to 5.1.2 almost ahead of projected time frames. 10/10!!” – DAC Beachcroft LLP
Douglas Murphy, Implementation Team Lead with 15 years’ experience
What is The BigHand Way?
One of our favorite phrases at BigHand HQ is "The BigHand Way". To us, this encapsulates who we are as a business, and what we do.
Everyone at BigHand is passionate and knowledgeable, and every day we Make Big Happen for customers all over the world. We pride ourselves on outstanding customer service, whether you're interested in BigHand's products for the first time or you've been a client with us for 10 years. To us, that's The BigHand Way.
Click on our interactive diagram below to find out more.
Learn more About Us
At BigHand, we not only create brilliantly simple tech - we create an ongoing partnership with each and every one of our clients. We provide exceptional support as and when you need it, delivered by a team of BigHand experts who love what they do.
That's how we Make Big Happen.
Having an IT partner that I can trust is very important. I find BigHand’s support excellent; their project management and deployment superb; and their technology always very thoroughly designed and tested. It is certainly a relationship that I value.
We are delighted with the collaborative approach BigHand has taken to understand our business drivers and facilitate this strategic change. As a long-term partner, we consider BigHand an integral part of our business growth.
Karen Walker, Head of Business Operations, Browne Jacobson
BigHand seems to be the de facto solution for a lot of firms. BigHand have spent a lot of time developing the software to make it the clear leader in the legal sector. This is just another reason they will help us stay a leader in our sector, too.
If you look around the Top 200 firms, it’s no surprise that BigHand’s market penetration is around 85% - They are dominant, and the reason they are is because the product suits the needs of the profession.