Case Study: McInnes Cooper achieves process improvement and optimized support services with BigHand Workflow Management

Top 25 Canadian law firm drives process improvement and optimized support service with BigHand Workflow Management

McInnes Cooper, a top-25 Canadian law firm with nearly 200 lawyers in six offices, faced inconsistent task delegation—relying on email and phone calls that produced incomplete instructions and limited visibility into task progress and staff capacity. To address these issues, the firm upgraded its existing BigHand Workflow Management licenses to the full advanced workflow management solution as part of a broader process improvement initiative.

BigHand implemented a workflow solution that standardizes task intake via forms, automatically routes work to the right resource, and provides monitoring and reports on work type, volume, capacity and utilization. Rolled out to the Document Centre, Word Processing Team and Office Support Assistants, the BigHand system produced measurable efficiency gains, improved turnaround times, better workload distribution and greater visibility for data-driven staffing and flexible working decisions, with McInnes Cooper highlighting BigHand’s responsiveness and adaptability.

McInnes Cooper

Amy Alderman

Process Improvement Specialist