Browne Jacobson Case Study
Peppermint CX365 Case Management
Case Details
Company: Browne Jacobson is a prominent UK-based, full-service commercial law firm founded in Nottingham in 1832.
Product: Peppermint CX365 Case Management
Training service: System Change
Format: Role-based training, remote trainig, go-live support.
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The Challenge
The introduction of Peppermint CX365 Case Management represented a major change for the firm. For many people, both the system and the concept of structured case management were new.
Key challenges included preparing a large and diverse group of people for a completely new system, delivering training that was relevant to different roles and responsibilities, supporting people through a phased rollout, and providing effective go-live support without on-site presence.
It was essential that training was clear, practical and closely aligned to Browne Jacobson’s business processes and ways of working.
The Strategy
- iTrain worked collaboratively with Browne Jacobson’s team to design and deliver a tailored training and support programme.
- Role-based training was developed to ensure people received training that was relevant to their work. Bespoke trainer scripts were produced, aligned to Browne Jacobson’s specific business processes and workflows, enabling consistent delivery across all sessions.
- Instructor-led training sessions were delivered remotely over three phases, allowing people to build confidence with the system in manageable stages. This phased approach supported learning, adoption and reinforcement over time.
- Peppermint CX365 was supported as a managed service, with ongoing expertise throughout the project. Go-live assistance was delivered remotely across all three phases, ensuring help was available when people needed it most.
The Results
The structured and collaborative approach supported a smooth rollout of Peppermint CX365 Case Management.
People benefited from clear, role-based training that focused on real work scenarios, supported by consistent trainer delivery. The phased rollout helped reduce pressure and gave people time to adapt to new ways of working.
Remote go-live support provided reassurance and practical help during each phase, helping people resolve issues quickly and build confidence in using the system.
Overall, the combination of tailored training, strong collaboration with the internal team and reliable managed service support helped embed Peppermint CX365 into everyday working at Browne Jacobson.
What our clients say
“iTrain worked closely with our internal teams to understand our processes and deliver training that reflected how we work. Their role-based approach, phased delivery and ongoing support helped our people feel confident adopting Peppermint CX365 and made a real difference to the success of the rollout.”
Chris Leishman
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Call us directly or email us!
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