Trowers & Hamlins optimizes service delivery with upgrade of BigHand licenses to full legal workflow management solution


Trowers, an international law firm with over 160 partners, is the latest firm to optimize support for its internal and external clients by opting to convert its BigHand Voice licenses to the full BigHand Workflow Management Solution.

BigHand Workflow Management is a task delegation solution that allows work to be automatically routed to the right support staff at the right cost to the firm and monitored throughout the process. Output reports can be used by management for visibility of key metrics like work type, volume, capacity and utilization to allow firms to make data-driven decisions around staffing, training and performance.

Kate Kirkham, Head of Secretarial Services comments, “I was impressed with the visibility of workloads and reporting capabilities that BigHand Workflow Management offers to management. With the technology in place, we’ll be able to see what our teams are working on, and report on key areas like utilization to make more informed business decisions in future.”

The forward-thinking firm had already restructured its support teams prior to the pandemic, and benefits from Legal PAs who help oversee and delegate the legal tasks coming from the lawyers, as well as Team Assistants who look after most of the administration work, and a centralized Document Production Centre for all legal document tasks.

Kate continues, “Our lawyers don’t want to have to think about who the right person is to complete a task, and soon they won’t have to thanks to BigHand. The solution ensures the right resource completes the right work, at the right time and efficiency of cost to the firm. We’re increasing our mobility licenses too, which will allow our lawyers to delegate tasks easily, regardless of location. It helps that they are used to using BigHand for dictation too, so training requirements are minimal.”

The firm experienced a boost of productivity during lockdown, with support team assistants and PAs able to assist with some tasks outside of their regional remit. BigHand Workflow Management will help to improve the manual processes and accuracy to track team and individual workloads which can be time consuming for support team management.

Kate explains, “We want to encourage our support teams to continue to pick up tasks for different regions, and with BigHand we gain full visibility and can easily move work around wherever needed to enhance turnaround times and optimize service delivery for our lawyers and in turn, for our clients.”