Case Study: Weightmans LLP achieves faster support turnaround and stronger client service with BigHand Workflow Management

Innovative law firm delivers true client service excellence

Weightmans LLP, a Top 50 law firm, needed a more efficient way to manage internal support requests and improve turnaround times for fee earners while maintaining excellent client service. The firm wanted to modernize its support function and provide a more agile, responsive service across the business. BigHand Workflow Management was used to help streamline task delegation and support this change.

With BigHand, Weightmans centralized support into its new Liverpool-based “Red Team,” enabling out-of-hours coverage until 22:00, faster document production, and better workload visibility. The firm handled 116,000 tasks through BigHand in 12 months, with the top five fee-earners delegating work to an average of 29 different people each, while the top five users accounted for only 6% of overall voice delegation. As a result, Weightmans improved turnaround times, increased billable time for lawyers, and achieved an 8.3 client satisfaction rating versus the legal industry average of 8.0.

Weightmans LLP

Lorraine Wells

Head of Facilities