The Challenge 

When Charles Russell Speechlys opted to transition to a more centralized support staff structure, it encountered mounting challenges in work delegation. The wider internal restructuring introduced specialized roles like Client Services Administrators (CSA) and Client Services Executives (CSE) which in turn necessitated a new approach to the firm’s task delegation. As Claire Phillips, Head of Internal Client Services, explained: 

“Our decision to integrate BigHand Workflow Management reflects our commitment to operational excellence. We can now strategically align tasks with the right talent with unparalleled visibility into workload distribution, resource allocation, and capacity planning - positioning us to stay agile in a competitive market.”

Before implementing BigHand Workflow Management, the firm relied on shared email inboxes to delegate work, often resulting in missing details, incomplete instructions, and inconsistent task tracking - particularly for the fully remote Client Document Executive (CDE) team. The lack of structure also led to inconsistencies in work quality, making it difficult to maintain firm-wide service standards and ensure accuracy.

Generating monthly reports was another major challenge, occasionally requiring up to three days of manual effort to compile crucial data on processing times, turnaround times, and resource allocation for recruitment and training, in turn obscuring routes for career progression. In an industry where retaining top talent is key, these inefficiencies underscored the need for a unified solution that streamlines operations, enhances decision-making, and supports both operational excellence and employee development.

The Solution 

To modernize its approach and eliminate inefficiencies, Charles Russell Speechlys implemented BigHand Workflow Management. The firm needed a solution that was intuitive, easy to use, and capable of delivering real-time insights without adding administrative burden. With BigHand Workflow Management, structured digital forms have replaced unstructured email requests, ensuring tasks are automatically routed to the right teams while capturing valuable data on workload distribution.

By consolidating all workflows into one centralized platform, BigHand streamlines support team coordination.  This unified view standardizes work quality across departments to ensure consistent client service delivery while spotlighting both individual and team achievements. Managers can then customize training, conduct focused performance reviews, and establish clear career progression paths. Ultimately, these actionable insights empower leadership to nurture talent and tackle retention challenges in alignment with strategic objectives. 

BigHand’s expert team ensured a seamless rollout, providing ongoing support, troubleshooting, and refinements to meet the firm’s evolving needs. 

“Working with BigHand has been fantastic. The team understands our needs and provide expert guidance and support every step of the way. Their collaborative approach has made the entire process highly effective.” – Claire Phillips, Head of Internal Client Services

Furthermore, the adoption of BigHand Workflow Management has extended well beyond the initial teams in scope. Other departments - such as the firm’s real estate unit - have embraced the system, creating unified and transparent workflows across the firm. Now, with real-time visibility into performance metrics, firm leaders are empowered to identify targeted training opportunities and foster clear career progression pathways - boosting staff satisfaction and reducing attrition. 

Summing up the transformation, Claire remarked: 

"BigHand Workflow Management has transformed how we operate by giving us unprecedented clarity into our workflows. The ability to see exactly what’s being done, by whom, and how long it takes has not only saved us significant time but also allowed us to optimize resources more effectively. With these insights, we’re delivering faster, more efficient support to our lawyers, ultimately enhancing client service and keeping the firm ahead of the curve.” 

Conclusion

Centralizing support teams is a strategic move with significant benefits towards achieving operational excellence, but it comes with complexity and many moving parts. By making BigHand Workflow Management a key part of this initiative, Charles Russell Speechlys replaced manual delegation with an automated system that enhances data transparency and decision-making. As a result, Charles Russell Speechlys sets a compelling example for other firms seeking to optimize resource utilization, reduce attrition, and sustain a competitive edge in a dynamic legal market.