Case Study: Otten Johnson’s Seamless BigHand Migration

Denver-based law firm Otten Johnson faced challenges with an outdated document creation system, where inconsistent functionality led to growing user frustration. Their move to BigHand Document Creation delivered seamless Word integration, smoother adoption, and helped position them as a legal tech leader.

A snapshot of the story 

Otten Johnson's previous document creation system had become a catalyst for broken processes. Every Microsoft update meant expensive fixes and frustrated users. The firm needed a solution that would work with Word, not against it. BigHand Document Creation provided the native integration they needed, transforming their legal document creation process into one of seamless efficiency. The implementation was so successful that leadership initially forgot the major migration had even occurred -- the ultimate testament to seamless technology adoption. 

"Our leadership team was amazed by the smooth transition. They called it 'the best migration we've ever experienced.' When technology implementation becomes so smooth that it operates quietly in the background, you know you've chosen the right solution. BigHand doesn't just deliver functionality; it delivers peace of mind." - Michelle Maynard, Director of Administration, Otten Johnson. 

The challenge 

Otten Johnson's document creation system had become an operational burden. Their macro-based solution required regular maintenance and expensive fixes with every Microsoft Word update. "Whenever Microsoft issued an update, it tended to break our old add-in," explains Michelle. "We spent an exorbitant amount because the software vendor then had to fix the macros to work with the newest version of Word." 

The add-in's limitations extended beyond cost. Custom modules pulled users away from native Word functionality, creating panic when the add-in went down. “Before BigHand, even basic tasks like updating a table of contents could trigger panic if the add-in failed. I remember someone rushing to my desk, unsure if it was even possible without the old add-in," recalls Wanda Henry, Software Application Specialist. "It highlighted why moving to a robust, Word-native solution was essential.” 

These challenges were also worsening as technology advanced, making the firm's document creation process increasingly unreliable and expensive to maintain. 

The solution 

Otten Johnson chose BigHand Document Creation for its comprehensive legal document solution that transforms Microsoft Word into a streamlined, purpose-built legal document production tool. The platform's native Word integration eliminated the macro-based vulnerabilities of their previous add-in, while its intuitive ribbon interface organised workflow options from left to right, minimising training requirements. 

Having used BigHand for nearly two decades in previous roles, Wanda recognised the strategic value: "I like that BigHand sticks to native Word processes. This ensures users maintain their core Word competencies while leveraging powerful document creation enhancements." 

The implementation showcased BigHand's key differentiators. BigHand Document Creation's advanced styling capabilities, including automated numbering, bulleted lists, and centrally-managed style sets, replaced outdated modules. The solution's renovation tools help clean up formatting issues that previously would have required extensive manual intervention. 

The firm's strategic implementation approach combined inclusive decision-making with BigHand's comprehensive training resources. Michelle explains: "We made the decision-making process collaborative from the start. Our users had a voice in the demos and evaluations, which built early buy-in. Then we paired that with BigHand’s professional training team, in addition to leveraging Wanda’s deep product and legal tech expertise, to ensure a smooth, confident rollout across the firm." This approach, supported by BigHand's built-in training videos and dedicated customer success team, created seamless adoption across all user levels. 

The result 

The transformation exceeded expectations. BigHand's HyperStyles feature eliminated the formatting inconsistencies that plagued their previous system. "What I appreciate most about BigHand's outline sets is their consistency," says Wanda. "Once we define them, they stay exactly as intended, quietly doing their job without unexpected behaviour. In tech, reliability often goes unnoticed, but it's the foundation of trust in a fast-paced legal environment." 

Document template management became effortless. Instead of manually searching for documents, users can now access everything through BigHand's solution. "BigHand Document Creation has taken the guesswork out of document management," explains Wanda. "Users no longer waste time hunting down documents; they simply open the tool and select exactly what they need. It's intuitive, efficient, and makes everyone's day easier." 

Perhaps most significantly, the solution became a powerful recruiting tool. "When we're recruiting people, the technology conversation isn't as in-depth because people recognise BigHand," Michelle notes. "We're now a standard marketplace... using the top products in the legal market.  Finding talent familiar with our technology, including BigHand, is so much easier than it was before."

"After using BigHand across multiple firms over nearly two decades, I can confidently say the support is truly outstanding. This isn't just about having another piece of software; BigHand is an industry standard for a reason. Law firms choose it not because everyone else is using it, but because it consistently delivers superior results and reliability you can depend on." - Wanda Henry, Software Application Specialist, Otten Johnson. 

Ready to drive your firm’s next best migration? 

Otten Johnson's transformation demonstrates how the right document creation solution can eliminate operational headaches while positioning firms for future growth. BigHand Document Creation delivered native Word integration, simplified workflows, and competitive recruiting advantages that continue to benefit the firm today.

Watch this product demo to see how BigHand can deliver the same seamless results for your firm. 

About BigHand

BigHand is a leading global technology solutions provider for busy legal professionals, providing data and insights to increase value and profits. BigHand’s technology helps law firms identify improvements across lawyer and support staff workflows, document production, financial performance and matter pricing.