BigHand Success Continues in Australia with Abbott Tout

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Abbott Tout has become the latest leading Australian law firm to implement the BigHand Digital Dictation solution. Following closely the success of UK law firms with workflow technologies, digital dictation is being increasingly adopted by Australian law firms, and Abbott Tout sought to leverage this type of solution.

Abbott Tout has become the latest leading Australian law firm to implement the BigHand Digital Dictation solution. Following closely the success of UK law firms with workflow technologies, digital dictation is being increasingly adopted by Australian law firms, and Abbott Tout sought to leverage this type of solution.

Abbott Tout is a forward-thinking, vibrant law firm, with fresh ideas and smart solutions that truly make a difference to the way their clients do business. The values of integrity and excellence underpin everything they do.

A significant evaluation was undertaken of the digital dictation options in use in both Australia and in the UK, and a pilot programme of three solutions from various vendors commenced within Abbott Tout’s Brisbane and Sydney offices.

The business objectives of the pilot programme were clear, and revolved entirely around the needs of Abbott Tout’s clients – quick and efficient delivery of legal advice. Fee earners had to be able to submit their dictations to the appropriate typist, depending on the nature of the dictation.

Perhaps the transcription was best performed by their secretaries because of their intimate matter knowledge; or conversely, perhaps the job was a file note only, where upon it was submitted to the WP centre. Typists had to be able to either complete the job, or interact with the application in order to escalate or reassign the transcription as appropriate in order to meet deadlines.

From the firm’s point of view, vendor support for this office-wide, enterprise application had to be timely and competent. Abbott Tout needed to be confident this mission-critical business process was going to enjoy high availability 24 hours a day, 7 days a week.

John Cant, Director, Information Technology said "Once we short listed the technologies, we pressed the vendors very hard during the pilot period to determine their ability to deliver under extreme pressure. The third crucial element of any IT project, behind technology and vendor, is project management, and one vendor clearly demonstrated their superiority in this regard.”

After an exhaustive investigation, CCH Workflow Solutions, an Australian company with 14 years experience in rolling out high technology solutions to over 400 law firms, was chosen to implement the market-leading digital dictation solution BigHand™.

John goes on to add, “We look for a definite skill set in any vendor purporting to represent an enterprise-wide application. The dictation business process is mission critical, and once embedded across our network of three state offices, must run reliably. Consequently, the vendor must be able to advise on disaster recovery, redundancy and architectural stability. Just as important is the vendor’s actual experience in delivering the application in Australia across multiple geographies, and to many concurrent users.”

The firm's Project Manager, Simon Lam, confirms that a close working relationship was crucial to the successful roll out of BigHand. “The project team members from CCH Workflow Solutions were integral to this project. We were able to rely on them for very specific skills necessary for a successful roll out – workflow, SQL and networking. Additional capabilities will be added to the system in the near future, including the ability to dictate and transcribe over Citrix®. Their response times were exceptional, and the immediate telephone or web access to assistance via a Help Desk was impressive”.

Speaking for the partnership, Peter Noble, Managing Partner, also adds, “In order to maintain our position as trusted advisors to our clients, we must be able to respond to them wherever we are and whenever they need it. Our new digital dictation system allows us to do just that by allowing us to work in any of our offices, as well as when we are travelling.”

http://www.bighand.com

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Dan Speed
BIGHAND
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