BigHand case study: Anthony Gold

Anthony Gold Solicitors use BigHand Now to save money and time, whilst improving staff satisfaction.

Anthony Gold Solicitors is amongst London’s most progressive small-medium sized law firms and has long had a firm eye on how technology can be used to improve their business processes.

As part of the firm’s most recent restructuring exercise, Anthony Gold has invested in BigHand’s task delegation tool, BigHand Now, to remove paper-based processes, increase the visibility of tasks across teams and improve the prioritisation and allocation of work. All of which have combined to save money and time, whilst improving staff satisfaction.

Restructuring for optimal performance

Until 2015 Anthony Gold was operating with a traditional Fee Earner to Secretary ratio, with Authors sending their Dictations, bookings, matter setup, printing and postal work to the secretaries and any general administration work to the back office. With continuous growth in mind, the firm undertook an exercise to streamline this process to become more efficient and gain maximum benefit from the wide range of skills within its administrative team. In addition, Anthony Gold set out to remove its historic, paper-based process of allocating tasks to individuals and teams.

John O’Connor, Head of IT at Anthony Gold, comments: “Law firms, especially small ones, that haven’t driven efficiencies, have found life very hard of late. That trend, coupled with the recent Jackson Reforms, helped us realise that we needed to be more nimble and more efficient. We’ve embraced technology to help us.”

“We wanted to create a new way of working, with Authors sending Dictations to a newly formed Document Production team. Admin tasks like billing, compliance information gathering and diary management to team assistants and room bookings, taxi bookings, printing, postal work, client /matter inceptions and compliance to a Business Admin team. We chose BigHand Now as a task delegation tool to help us achieve this.”

Real-time task assignment and task management

BigHand Now allows firms to create tasks as fully auditable, digital workflow entries, from voice, email, electronic or paperbased requests. Anthony Gold’s Team Assistants create tasks quickly and easily by completing a pre-configured digital form and attaching any accompanying files. Once in the workflow, tasks can be prioritised according to their urgency and importance, and assigned to a specific team or team member for processing and monitoring through to completion.

Moreover, all tasks generated within BigHand Now are also automatically assigned to the correct team based on task type within the BigHand platform.

O’Connor says: “It’s BigHand Now that has really allowed this new way of working to operate so well. The big win is that BigHand Now handles both the direct task assignment and the task management.”

“The BigHand Now electronic forms are easy to use and then automatically generate and allocate tasks to the right teams,” he says. “Once allocated, everyone can clearly see every task, when it’s being processed and when it’s been completed. We see how long tasks take and we’ve created Service Level Agreements based on that knowledge. That helps both Authors and support staff manage expectations and their workload, and consequently we can spot issues before they actually become issues!”

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