Case Study: Intelligent Office UK achieves streamlined work delegation, reporting and data-driven efficiency with BigHand Workflow Management

Legal Support Service Experts, Intelligent Office, optimise complex work delegation, management and reporting with BigHand Workflow Management

Intelligent Office UK, a market-leading legal support services provider with over 850 employees across 60+ client sites and three Intelligent Services Centres, needed to replace two legacy systems and improve how it records and reports complex, high-volume support work during a rapid shift to remote and agile working. To gain better resourcing insight, reduce manual processing and optimise task delegation, Intelligent Office UK partnered with BigHand and selected BigHand Workflow Management.

BigHand delivered a rapid three-month implementation (going live January 2021) that introduced automated task capture, a single view of workload across ISCs and remote teams, and richer productivity and utilisation reporting. The solution helped Intelligent Office UK process on average over 10,400 tasks per month, cut manual processing time, produced faster, data-driven resourcing decisions, and earned positive user feedback — measurable improvements enabled by BigHand.

Intelligent Office UK

Ruth Davison

Operations Director