UK authorized private bank, Brown Shipley has implemented BigHand’s enterprise digital dictation and mobility solution to upgrade from analogue tapes. The organization selected BigHand as its digital dictation provider following a competitive tender process and trial in which BigHand demonstrated both its technical competency, advanced software solution and dedication to customer service.
Caroline Henry, Senior Project Manager, Brown Shipley, comments: “As a private bank, Brown Shipley prides itself on the relationships it maintains with its clients. As part of our continual focus on delivering the best possible customer service, we wanted to move to digital dictation to increase the efficiency with which we were able to get letters and client meeting notes processed. We wanted a responsive partner to work with and BigHand’s own customer service during the tender process and initial trial put them above the other providers we considered.”
Prior to implementing BigHand, Brown Shipley’s client relationship managers were using analogue tapes to record meeting notes, which would then be transcribed by a team of secretaries spread across the bank’s five UK offices. Brown Shipley recognized the significant benefits that could be achieved through digital dictation, in terms of efficiency, flexibility and customer service.
The bank undertook an initial 30-day trial with BigHand before a full roll-out of the mobility digital dictation technology to nearly 100 users across the organization.
“BigHand was responsive and professional during the whole process,” comments Caroline. “One of the key aspects of the project was to ensure the security of the system. We’re clearly discussing sensitive information with our clients, and it was paramount that we could ensure the security of that data. BigHand worked closely with us to ensure that the data was not only encrypted within the system during transmission, but also managed within a secure environment.”
In the six months since the system has been live, Brown Shipley has realized a number of benefits. Caroline says, “Our client relationship managers have really embraced the solution. We can respond to clients faster and are also able to prioritize urgent communications. From a secretarial perspective, BigHand has also increased our flexibility and ability to manage the administrative workload more effectively, which is also allowing the team to take on more value added work.”
Caroline concludes: “The whole reason for embarking on this project was to further enhance the customer journey and we’re delighted with the success we have achieved to date.”