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Hill Dickinson ‘going for gold’ with Bighand

BigHand today announced that Top-30 law firm Hill Dickinson has migrated to BigHand digital dictation workflow software and the BlackBerry mobile dictation app. The firm has replaced its incumbent system* with BigHand to significantly improve the availability and uptime of dictation software and as a result, the equivalent of one full time support professional has been reallocated to other projects.

Keith Feeny, Director of IT & Operations at Hill Dickinson, said
“Our primary objective in upgrading to BigHand was to improve the availability and uptime of our dictation software. Our technologies are rated on a scale of bronze through to gold based on their performance, reliability and provision for business continuity and disaster recovery – far better than our previous system, BigHand ranks gold, it’s bullet proof.

“We were receiving a staggering 400 calls per week from users requesting help from IT in order to administer work and for the most part, this was simply to recall or reassign work. The upgrade to BigHand has totally eliminated dictation related support calls and this has enabled us to redeploy valuable resource to other projects.

“BigHand has enabled us to reach a level of business continuity and disaster recovery planning previously unattainable. Our infrastructure is virtualised and replicated off-site, authors can dictate anytime, anywhere via their BlackBerry and secretaries can access BigHand at home via Citrix. We have also integrated BigHand with Autonomy iManage to efficiently manage our document production.
The increased visibility of work, access to dictations and reliability of the BigHand software and BlackBerry App has resulted in very high levels of user satisfaction.”

Andrew Evans, a partner at Hill Dickinson, added
“Our team of fee earners and secretaries recognise the benefit of our new system. BigHand dictation is easy to use, allows our fee earners to use a combination of dictation capture devices and enables us to deliver information to our clients faster. In addition, the BlackBerry capability of BigHand dictation provides greater flexibility for our travelling fee earners. The BlackBerry capability allows authors to dictate between locations without having to return to the office to submit paperwork. It works well, because of the simplicity of use. I feel that BigHand will be a good fit for our long-term goals, and the team have been happy with the system.”

Commenting on the firm’s plans for the year ahead, Feeny said “
We will shortly be integrating our BigHand software with Dragon speech recognition technology to further increase productivity. BigHand’s new components for authors and innovative proofreading tools are incredibly impressive, and place them well ahead of the game.”

COMMENT: The press release does not name the incumbent DDS that Bighand was brought in to replace however Legal Technology Insider records reveal it to be Winscribe. Our sources report that Bighand will be reporting another Winscribe swapout at a UK law firm within the next few days.

4 replies on “Hill Dickinson ‘going for gold’ with Bighand”

The Marketing Departments' heads must have been spinning while they prepared this release. Normally I choose not to respond to BigHand’s chest beating, but in this case it is so damaging I have no choice. So let’s put a couple of facts on the table:
Fact 1: Hill Dickinson contracted with BigHand in July last year to change from Winscribe to BigHand
Fact 2: To date we believe that only two departments have piloted BigHand, the rest still use Winscribe. Keith Feeny confirmed today that the roll out is not complete
Fact 3: Hill Dickinson use an old version of Winscribe which is 3 releases behind the current one. It cannot be fairly compared with the current version of BigHand. The last two versions of Winscribe allow re-routing of jobs without administrator intervention. Keith Feeny confirmed today that he was aware that they had an old version and the current version would stop the calls to his help desk. He also stated that the requirement to re-route jobs was due to workflow routing they have configured being wrong or user error (two issues that are easily resolved).
Fact 4: Keith Feeny stated “the equivalent of one full time support professional has been reallocated to other projects”. In a telephone call today, Keith confirmed that this was inaccurate since in fact to-date, no staff had been redeployed. He stated that this was only a projection.
Fact 5: Again Keith stated “The upgrade to BigHand has totally eliminated dictation related support calls and this has enabled us to redeploy valuable resource to other projects”. As Keith admits, the roll out has not been completed, and Winscribe is still in use. Are there still support calls or not?
Fact 6: A quote from Keith Feeny from Hill Dickinson in July last year about Winscribe “We have been quite happy with the service provided by Winscribe and your partner and though the environment needs some work, there are no major problems.” A surprise to hear our product has problems with uptime. It was certainly never brought to our attention.
Given the identified inaccuracies of this release, it certainly calls into question the accuracy of the number of calls to support (400 per week). Hill Dickinson out-source some of their transcription work (surprisingly 400 jobs per week). These jobs have to be manually re-routed in Winscribe because Hill Dickinson have not purchased our outsource module which automates this function. Coincidence? You be the judge.
Frankly, this exchange of customers happens all the time, and is not one way traffic. The difference? Winscribe chooses not to bad mouth the competition with questionable spin. In fact we have three swap-outs in progress right now, with a further 2 in the pipeline. The customers that choose to swap from BigHand to Winscribe, do so for good commercial reasons. They are typically looking to gain access to functionality that BigHand does not have or to save on upgrade fees and on-going support costs.
I am sure that this is not the last we will hear of this, since this type of story is the lifeblood of blogs, but even blogs deserve a degree of balance.
Matthew Weavers
CEO – Winscribe

Would other digital dictation & speech recognition suppliers please note that merely submitting a posting that says “Don't buy Bighand or Winscribe, buy our product instead” is NOT making a valid comment. It's called advertising. If you want to advertise on this site, call our ad manager. …CC

So why did they never upgrade? Too much risk / hassle? Additional costs? Ignored by their supplier?
Fact 7: Your customer fall behind, eventually they gave up and moved.

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