Elite 3E Systems Change Case Study
In the ever-evolving landscape of legal technology, effective training is paramount for ensuring that legal professionals can leverage software to its fullest potential.
Case Details
Company: RWK Goodman is a UK Top 100 law firm with over 600 employees.
Product: Elite 3E
Training service: Systems change
Format: Onsite training, remote support, tailored documentation, hands-on go-live support.
Contact us
Call us directly or email us!
Overview
RWK Goodman needed to move from Elite Enterprise to Elite 3E, with a firm deadline to complete the transition by the end of December 2025. This was a major change for the business, affecting around 500 people across the firm.
RWK Goodman worked with iTrain to deliver Elite 3E training and support that was practical, clear and tailored to how the firm works. The focus was on helping people feel confident using 3E in their day-to-day roles and ensuring the firm was ready for a successful big bang go-live.
Training and support were delivered both onsite and remotely, with a strong presence during go-live and in the critical month ends that followed.
The Challenges
Moving from Elite Enterprise to Elite 3E was a significant change for RWK Goodman. With 500 people needing training, it was essential that the approach worked for different roles, levels of experience and locations.
Key challenges included meeting the tight deadline of December 2025, supporting a firmwide go-live, and making sure people understood how to use Elite 3E in line with RWK Goodman’s own business processes.
The finance and billing teams needed particular support during go-live and month ends, when pressure was high and system usage was at its busiest. It was also important to provide clear documentation and a reliable support route during this period.
The Strategy
- iTrain delivered a blended training and support programme tailored specifically to RWK Goodman and their use of Elite 3E. Onsite training sessions were delivered in Bath, London, Oxford, Swindon and Bristol, supporting the organisation-wide launch.
- In addition to Elite 3E, people were also trained on Cosine Expenses, which was a new platform for them. This training helped users efficiently process expenses and integrate this functionality into their daily workflows, ensuring a thorough understanding and supporting a smooth transition.
- Trainer scripts were produced that were bespoke to RWK Goodman, reflecting how they use Elite 3E and their specific business processes. This ensured training was relevant, practical and easy for people to relate to their roles.
- Alongside onsite sessions, iTrain provided remote support and onsite support across all offices. Seven general Elite 3E user guides and eight billing user guides were created, all bespoke to RWK Goodman, using their own processes and screenshots.
- Following go-live, iTrain continued to support the firm with additional training and support days during subsequent month ends. This helped the finance and billing teams manage peak periods with confidence. iTrain also managed the internal support mailbox, which was very busy during the go-live support phase.
The Results
The training and support helped RWK Goodman successfully transition from Elite Enterprise to Elite 3E by the end of December 2025. People across the firm felt better prepared for go-live and had access to clear guidance and responsive support when they needed it most.
The bespoke training materials, user guides and billing user guides gave teams confidence to use Elite 3E in line with RWK Goodman’s processes. Continued support during month ends helped reduce pressure on the finance team and supported billing activity across the firm.
By combining onsite training, remote support, tailored documentation and hands-on go-live support, iTrain helped lay strong foundations for the ongoing use of Elite 3E at RWK Goodman.
Customer Review
“The iTrain team really understood how we work and tailored everything to RWK Goodman. During a recent session in London, the trainer skillfully adapted the content to suit the audience. For groups comprised of Billing Fee Earners and Approvers, the focus was placed on the approval process first, followed by a high-level overview of proforma creation. Conversely, when the audience consisted of Legal Admins and Proforma preparers, the trainer emphasised proforma creation, editing, and submission, while offering a brief overview of the approval steps. This flexible approach was highly effective and well-received by participants. The training, guides and go-live support were invaluable, especially during busy month ends. I have managed to work with all four trainers over the engagement. I am most impressed with their training and really pleased we engaged with iTrain in support of our PMS project, thank you!"
Lee Aston and Shaun O'Halloran
Contact us
Call us directly or email us!
Case studies
We work with professional services firms around the world to help their teams make better use of technology. Whether it’s supporting a major system upgrade or rolling out tailored Microsoft training, our focus is always the same: make it easy for people to do their jobs better. Here’s how that looks in practice.