Continued support staff attrition, ever-evolving work policies and increased pressure from clients for cost-effective service has made more traditional support structures and processes increasingly inefficient – ultimately resulting in lower profits and poorer client service. In response, a growing number of firms are implementing new processes and technologies to gain greater visibility into their support processes – helping them to make data-driven improvements to these. 63% are actively highlighting this to current and potential clients to demonstrate how they are operating efficiently.
Better visibility of your support processescan help you to drive profits by:
Increasing billable hours. One quarter of firms say their lawyers are undertaking more administrative work themselves due to hybrid working. Real-time visibility on who’s delegating what allows you to redirect administrative work away from lawyers, freeing up more time for lawyers to focus on higher-value work.
Improving turnaround times for work. In a hybrid working world, traditional delegation methods are made even more inefficient. A centralized view of all current support tasks, including deadlines, priorities, and workload management facilitates easy collaboration, deadline management, and enables management to identify bottlenecks slowing down task completion.
Providing excellent client service. Visibility of who is working on what and when ensures your support staff focus on tasks aligned with their skills, capacity, and deadlines, preventing oversights and delays. This not only improves employee satisfaction by aligning work with skill sets, but also satisfies clients by delivering timely and cost-effective results.
Here’s what leading industry experts are saying on this topic…
With BigHand Workflow Management, you can automate task delegation ensuring that work is routed to the right resource at the right cost and gain complete visibility over who is working on what to make ongoing, informed changes to your support processes. Here are just some of the big benefits:
Free up more time for lawyers to focus on billable work with the ability to delegate support work to the best available resource in just a few clicks.
Save money by ensuring the right person is working on a task at the right cost to the firm with intelligent workflows
Improve turnaround times and productivity as the right team members gain instant access to the right information, facilitating efficient task processing and minimizing delays.
Avoid missed or duplicated work with a centralised view of support tasks including ‘Assigned to’ info, priority tagging, and task locking
Address the challenge of limited visibility into support services utilization. Get accurate insights, allowing your firm to identify disparities in work distribution and ensure equitable workloads.
Here’s a sneak peek into some of the top features of BigHand Workflow Management:
Thanks to BigHand, we have been able to start raising our ratio of attorneys per LAA. When we started our team initiative, our ratio was 3.58 attorneys per LAA. That is now 4.28. It may seem only a marginal gain, but administrative cost-wise, it is huge.
We can now see on a daily basis that the right work is going to the right support team, which has been really beneficial. For support staff and the PA team in particular, it means they are getting the higher value tasks that make optimal use of their skillsets, which is vital for staff morale and retention, while some of our support departments - whose work was previously being done secondarily to the attorneys’ work - means faster turnaround.