Case Study: Pinsent Masons achieves streamlined administrative efficiency and cost‑effective task routing with BigHand Now and BigHand Capacity Manager

Pinsent Masons transforms administrative efficiency through BigHand

Pinsent Masons, a top-100 international law firm with around 1,800 lawyers and 2,500 staff across 24 offices, faced uneven PA support, limited visibility of administrative workloads and capacity, and rising fixed‑fee pressure that required better task allocation and management information. The firm was already upgrading its BigHand dictation workflow and sought a technology-backed way to route work more efficiently — adopting BigHand solutions to address these challenges.

Pinsent Masons redesigned its admin model (introducing Team Administrators, a 6:1 lawyer-to-admin ratio and 70:30 PA:TA split) and rolled out BigHand Now and BigHand Capacity Manager with vendor support. BigHand’s platform and analytics rapidly automated routing (automatic TA routing rose from ~20% to 40–43%), increased TA task volumes (1,800 → 3,000 → 4,500 monthly), boosted outsourced jobs (700 → 1,200/month) and manuscript pages (20,500 → 35,000/month), improved turnaround and MI, and delivered a direct recurring cost saving of £1.4m.

Pinsent Masons

Kirsty Russell

Workflow Product Owner