Aurora Medical Spa is rapidly expanding its presence in the medical aesthetics industry and with 7 locations across the US they leveraged Whale te deliver better employee training.
As Aurora Medical Spa experienced rapid growth, the company faced several critical operational challenges, including how to train new hires across locations when information is often updated daily.
We were saving everything on Google Drive. We could not keep up or identify the most updated version of those documents, so all of our work was becoming irrelevant. And we couldn’t train our teams in time, which is a problem in our industry.
Apart from time saving, the biggest impact for our company so far is the confidence it’s given our employees. Having Whale find information literally within three seconds has improved their overall satisfaction working at Aurora.
As Aurora continues its ambitious growth trajectory, Whale remains a crucial partner in maintaining operational excellence. With plans to open multiple new locations annually, the platform ensures that Aurora can scale while maintaining the high standards and consistent service that their clients expect.
“We don’t really have a huge concern about rolling out two new locations. We are continuing to standardize all of our processes, and they are really getting quite refined. I feel pretty confident going into opening our new locations, knowing that we have good resources and training material for any new employees that we bring on.”
For Aurora, Whale stands out not just for its functionality but for its exceptional support and continuous improvement.
“I’ve never worked with a company that rolls out very helpful additions to the software without being asked,”
“The team at Whale implemented quizzes that are super easy to generate and added checklist functions. Those were two huge things that I didn’t even know that we needed, and now we use them every single day.”
The biggest deciding factor with Whale was how easy it is to use. There are so many platforms that just overcomplicate things. Whale has been adopted company-wide because it is just so easy to use.
Whale has been implemented company wide within a few months. It’s been instrumental in giving team members in other locations the confidence to provide incredible customer service. The team at Aurora utilizes the following features in Whale;
Aurora has a centralized “single source of truth” for all company documentation. Additionally, team members use the correct documents thanks to Whale’s version control.
Team members the search feature to ask for the information they need to know. And they never need to wait more than a few seconds for the answers!
With automated process update reminders sent to the relevant subject matter experts, processes are now kept up to date.
Irrespective of where team members are, whether across-state or simply at head office, QR codes provide instant access to processes.
Quizzes are used to check that information delivered in training has been integrated.
As a medical spa, there are some processes that need to be followed to a T. Checklists ensure the same seamless customer experience every time.
The team now makes used of a company directory with employee information and credentials, and even some fun facts about each team member!
The team at Aurora uses the reporting feature to see where questions have been asked but answers not provided to see where new documentation needs to be created.
Whale is AI-powered software for documenting processes and training.
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