BigHand is proud to share it’s latest client success story from Charles Russell Speechlys – a Top 40 international law firm that has transformed its internal workflows with BigHand Workflow Management.
Driving operational excellence in a challenging market
Amid its move to centralize support teams, Charles Russell Speechlys recognized that outdated task delegation hindered both efficiency and service quality. By implementing BigHand Workflow Management, the firm replaced manual task assignment with an automated, data-driven system, achieving:
- 81 Hours saved in average task turnaround times (total task lifecycle).
- 2.62 Hours saved in average task processing times (time to complete a task).
Overcoming delegation bottlenecks
As the firm’s structure evolved to include specialized roles, it needed a fresh approach to work delegation. Relying on shared email inboxes led to missed details, inconsistent tracking, and uneven quality, undermining service standards. As Claire Phillips, Head of Internal Client Services at Charles Russell Speechlys explained,
“Our decision to integrate BigHand Workflow Management reflects our commitment to operational excellence. We can now strategically align tasks with the right talent with unparalleled visibility into workload distribution, resource allocation, and capacity planning – positioning us to stay agile in a competitive market.”
The solution: BigHand Workflow Management
Adopting BigHand Workflow Management replaced outdated delegation methods with intuitive digital forms that automatically route tasks to the appropriate teams. This centralized platform delivers timely insights, standardizes quality across departments, and supports tailored training and performance reviews.
As Claire Phillips noted, “Shifting from manual process reporting to instantaneous insights on task volumes, processing times, and resource allocation empowers us to make informed decisions, not just for optimal client service delivery, but also with talent management in mind.”
Delivering measurable results
With the average task turnaround time falling from 99 hours to just 18 hours and the average task processing time dropped from 3.36 hours to 0.74 hours, the firm is saving time on every task. Furthermore, monthly reports that once took up to three days of manual effort to compile are now generated in moments – empowering leadership with timely insights on demand.
As Claire Phillips, explains, “BigHand Workflow Management has transformed how we operate by giving us unprecedented clarity into our workflows. The ability to see exactly what’s being done, by whom, and how long it takes has not only saved us significant time but also allowed us to optimize resources more effectively.”
BigHand Workflow Management has not only streamlined task delegation for Charles Russell Speechlys, but also set the stage for firm-wide operational excellence.
