Chattanooga law firm FAST-tracks its Buddy system with Bighand
BigHand today announced that Chattanooga-based law firm, Chambliss Bahner & Stophel PC (Chambliss) has successfully reorganized its office-based support team in conjunction with BigHand and improved document turnaround times and attorney to support staff ratios.
Cindy Lea, the firm's F.A.S.T. Manager, explained BigHand’s impact on the firm’s team-based approach, “BigHand’s streamlined workflow flexibility has been instrumental in promoting better teamwork as we developed our new F.A.S.T. approach, as well as our ‘Buddy’ system. F.A.S.T. stands for Firm Administrative Support Team. This is not your traditional wordprocessing team. This is a team of experts who have extensive experience in creating long and complex documents and offering creative solutions to sometimes demanding challenges. BigHand’s ability to easily transfer complicated documents and requests to our FAST team meant they were getting sent back to the attorney quicker, who in turn could service clients more efficiently.”
Rhonda Glenn, IT Director, continued “BigHand’s customizable workflow capabilities allowed us to easily and quickly share work amongst secretaries. We created a ‘Buddy’ system” where secretarial support is grouped together with the attorneys they support. If one secretary is overloaded with tasks or another is out of the office for a period of time, a 'buddy' can easily pick up their work, ensuring documents are turned around in a timely manner and instructions are actioned quickly. The teamwork culture developed amongst the secretaries was a facilitator for a more hands-on approach to providing clients with the highest level of service, something that is at the heart of Chambliss' client care philosophy. The support teams look out for each other and, if needed, the work can be transferred to F.A.S.T. for completion.”
Firm Administrator, Jim Boney, concluded with the tangible results that are emerging as a result of the BigHand implementation: “While the initial goal was not to immediately change our attorney to support staff ratio, it has been a benefit we are beginning to realize, moving to a higher number of attorneys supported by each legal assistant and providing potential cost savings for the firm. It will definitely be a win-win situation, with BigHand helping us achieve the efficiencies we're after and provide better client support.”