Case Study: Clark Hill achieves optimised support services and strengthened business continuity with BigHand Workflow Management

Clark Hill chooses BigHand Now to optimise support service and remote working for outstanding client delivery

Clark Hill, an Am Law 200 firm with 25 offices, chose BigHand Workflow Management when enforced remote working began in March 2020 to ensure support service excellence and strengthen business continuity. Faced with the challenge of moving support services online while maintaining timely lawyer and client service, the firm needed a workflow solution that could route work effectively, provide visibility, and deliver actionable data to optimise its support model.

BigHand implemented its Workflow Management platform to centralise tasks, automatically route work to the right skilled resource at the right cost, and provide desktop and mobile visibility. The solution delivered real-time workflow visibility and analytics (task types and volumes, team capacity, time management), enabling Clark Hill to more evenly distribute support work, optimise team capacity and specialised staffing, improve cross-office support, and make more data-driven recruitment and succession decisions — strengthening operational efficiency and business continuity.

Clark Hill

Kathleen Sullivan

Chief Human Resources Officer