As part of a major IT project, the firm has upgraded from analogue tapes to digital dictation software through BigHand.

LBMW turned to BigHand both for its reputation as a trustworthy provider of voice technology, and for its excellent project management capabilities.

LBMW stated that their analogue tape system had poor sound quality that created uneven allocation of work to their secretaries. Upon completing market research, the decision was made to roll-out the latest version of BigHand Digital Dictation – BigHand 5. With an improved user interface known as ‘The Hub’, BigHand 5 is both intelligent and efficient in helping administrative teams manage transcription of dictations and prioritise workloads.

Susie Hust, Practice Manager at LBMW, says: “The firm recognised the value of its secretarial staff and wanted a way to help them work more efficiently, particularly in processing documents. BigHand has helped in creating an even distribution of work, especially where there is sickness or holiday leave. A dictation is firstly sent to the relevant department to pick up, and if that department are too busy, it is then sent firm-wide to ensure work is never delayed or missed. This also means that our staff are saving time, helping them to work more proactively.”

With BigHand Hub, work is now being delivered more effectively. Dictations can be filtered by priority, or by due date. Once work is complete, the firm also uses BigHand Analytics to quickly identify and address workflow bottlenecks. Data from these reports helps LBMW manage business change on a continuous basis. This has all been very well received by the firm’s fee earners and secretaries.

Susie adds, "The BigHand roll-out was really successful. The training provided was great and the extra floor-walking exercise made sure user adoption was positive. Our staff are seeing the benefits of being able to track their dictations, see what stage they are at, and have the peace of mind that dictations cannot go missing.”

As the firm looks toward the future, LBMW are mulling BigHand Go, which helps staff send dictations to be worked on from any location. BigHand Go helps teams work just as efficiently whilst on the go as they can from the office.