Mitchells Roberton is The Latest Firm to Upgrade Its BigHand Technology to Full Workflow Management Solution for Optimised Client Service Delivery

Leading Scottish law firm, Mitchells Roberton, drives optimal support for lawyers and clients by upgrading its BigHand Voice licenses to the full legal workflow solution for enhanced visibility and management of support tasks
Based in Glasgow, and one of the oldest law firms in Scotland, the forward-thinking firm saw the need for the legal-specific workflow tool when enforced remote working measures were introduced last year.

Mark McGorm, Partnership Director, and BigHand champion at the firm explains, “Overnight, our lawyers, secretaries and legal assistants could no longer talk to one another in the office for simple things like clarifying instructions for a task, or checking the progress of a piece of work. To avoid work getting duplicated or lost, we needed visibility of what tasks were being sent to which resources and the ability to track the progress of the tasks to ensure the process was fully efficient.”

With BigHand Workflow Management in place, lawyers will be able to send tasks to a central workflow with all the required instruction upfront, where the tasks are then automatically routed to the right skilled resource. The legal work can be accessed in a centralised view by desktop or mobile devices to allow lawyers to check on the progress of their work at any time. Managers will have a clear view of outstanding work and resource capacity, and can easily move work between teams to maximise service and utilisation.

Mark adds, “Being existing users of BigHand’s dictation software, our lawyers and secretaries are already familiar with the technology which helps with the training requirements. We plan to keep our current remote administration team in place, alongside the secretarial pool, and BigHand Workflow Management will be key to streamlining the delegation of legal work to the most appropriate resource available.”

“Once the technology is fully rolled out, we look forward to utilising the reports to see the volume of different work types, and capacity and utilisation of our support staff so we can make more informed business decisions, and to give recognition to our colleagues who often go above and beyond to deliver outstanding service for our clients.”

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