Furley Page case study
Furley Page were replacing their legacy case, practice management and time recording systems with Peppermint CX2020 firmwide. They engaged iTrain Legal to deliver communications and training for this firmwide business-critical rollout.
Case Details
Company: Furley Page Solicitors is one of the leading law firms in Kent and the South East of England with offices in Canterbury, Chatham, and Whitstable.
Product: Peppermint CX2020
Training service: Systems Change, Training as a Service
Format: Online Training, Train-the-Trainer, End-User Training.
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The Challenge
Furley Page were replacing their legacy case, practice management and time recording systems with Peppermint CX2020 firmwide. Furley Page engaged iTrain Legal to deliver communications and training for this firmwide business-critical rollout. Due to the global pandemic, the rollout was conducted remotely with training delivered online by iTrain.
The Strategy
iTrain designed and implemented a pre-go-live communications plan to introduce the project, manage expectations and deliver key updates to the firm’s employees. iTrain provided online training to all Furley Page delegates, removing any scheduling challenges, which allowed delegates greater flexibility when allocated a session that would accommodate their working schedules.
Due to the number of components in Peppermint’s CX2020 platform, the approach taken was to make the training engaging and easy to digest. Delegates were trained over a number of task focused sessions, ranging in duration from 30-90 minutes.
Supplemental activities to reinforce training were developed by iTrain in the form of scenario-based exercises designed to familiarise delegates with the new functionality in relation to real-life scenarios. Post training familiarisation was supported by the Furley Page internal training team.
iTrain delivered Train The Trainer sessions to Furley Page’s internal training team, to equip them to train and support the firm’s staff in future.
The Results
Peppermint CX2020 was successfully rolled out across the business and has been adopted extremely well with positive feedback. The online training schedule offered choice and flexibility to delegates, and the short task focused sessions promoted attendance and knowledge retention.
The combination of training sessions and post session exercises, delivered with iTrain’s experience and expertise, enabled delegates to feel confident and ready to get up and running with the new technology.
Customer Review
“iTrain successfully delivered a very comprehensive training package in very challenging times. Due to the global pandemic, Furley Page had considered delaying the launch of the Peppermint software but with iTrain’s help were able to deliver the system within the desired timescales. The preparation for training met the flexibility we needed and the training sessions provided were professionally delivered and gave a classroom feel although presented remotely online. The bite size task focused classes enabled staff to gradually build up their knowledge and the practice material allowed them to cement what they had learnt. All in all the training was a great success in difficult circumstances – Well Done and thank you iTrain!”
Malcolm Twyman
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