Case Study: Baker Donelson achieves firm-wide remote working continuity and improved client service with BigHand Workflow Management

Baker Donelson optimises firm-wide remote working and client service with use of BigHand’s legal specific workflow technology

Baker Donelson, an Am Law 200 firm, faced the sudden need to move the workforce remote while maintaining uninterrupted client service and efficient back‑office task delegation. To meet this challenge the firm accelerated deployment of BigHand Workflow Management, fast‑tracking the rollout to lawyers and support staff across North America with project and change management support from Ricoh Consulting Services.

BigHand provided a legal‑specific, secure central workflow that automatically routes, tracks and reports on tasks (billing support, calendar management, document creation) with desktop and mobile visibility. By using BigHand, Baker Donelson achieved firm‑wide remote working capability, real‑time transparency of task volumes for proactive capacity management, and smoother client communication — ensuring continued operations and uninterrupted client service during the crisis.

Baker Donelson

Randy Staggers

Chief Finance and Administration Officer