Case Study: Carroll & O’Dea Lawyers achieves operational excellence in support services with BigHand Now (BigHand)

Carroll & O’Dea Lawyers set the foundations of support service operational excellence with workflow management solution from BigHand

Carroll & O’Dea Lawyers engaged BigHand to address fragmented internal support and slow turnaround caused by informal task delegation (email, phone, face-to-face). The firm adopted BigHand Now as part of a people, process and technology initiative to centralise delegation, increase visibility of workflows, and ensure the right work reaches the right resource with all relevant information—helping mobile lawyers send tasks on the go and aligning support structures for operational excellence.

BigHand implemented BigHand Now to convert requests into digital, auditable workflow entries using pre-configured forms that route tasks to the right team, track them to completion, and surface key measurables (eg, types of tasks and team capacity). The solution has driven strong internal buy-in, impressed end users, and enabled clearer progress reporting (starting with a Parramatta pilot and planned regional rollouts), giving Carroll & O’Dea Lawyers the data and visibility to optimise service delivery with BigHand.

Carroll & O’Dea Lawyers

Aleisha Nair

Solicitor