Case Study: Allens (international law firm) achieves operational excellence and centralised task delegation with BigHand

How leading international law firm Allens is driving operational excellence, transparency and collaboration with BigHand

Allens, a leading international law firm, faced inconsistent and fragmented delegation of document support tasks—via email, intranet forms and temporary ticketing—which limited visibility into workload peaks and made prioritisation difficult. To centralise and streamline Practice Support workflow, Allens selected BigHand and deployed BigHand Hub and BigHand Now as its task management solution across the firm.

BigHand implemented a single-source workflow across Allens’ four offices (Sydney, Perth, Melbourne, Brisbane), giving 130 partners and 460+ lawyers access to dictation, BigHand Now forms, a centralised email intake and a national queue ordered by due date with a default four-hour turnaround. The BigHand solution delivered immediate visibility into task types and volumes (revealing rising transcript work), improved prioritisation, collaboration and training targeting, and enabled better resource-allocation decisions—boosting efficiency and meeting service expectations while laying the groundwork for further gains with BigHand Go mobile.

Allens

Christine Fullam

Practice Support Manager