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EducationTemplatesSuccess Stories
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- Product
- Use Cases
- Resources
EducationTemplatesSuccess Stories
- Pricing
Elmwood Agency has experienced monumental growth since 2019, with 600% growth in team members and around $5 million in annual growth. Lisa Laluk, Director of Operations, and Gina Graves, Service Department Manager, needed to move away from repetitive person-to-person training so the business could continue to scale without rework. The challenge was creating processes that could be documented once and deployed to every new hire consistently.
The team was spending a lot of time on repetitive training, covering things that should have been documented but were either not written down or scattered across multiple places. The goal was to stop retraining person-to-person and instead give new hires a training module they could complete independently, then follow up with personalized coaching once the documentation had been deployed.
It was all about sustainability. Once training flows were in place, the team could update them as the business grew and the type of hires changed. With franchising as a future goal, getting processes documented was the first critical step.
“We were spending a lot of time doing repetitive training or things that should have been documented or were documented in multiple places. We knew we had to get centralized in order to scale.”
Working with Whale certified partner Jason Henderberg, the team began documenting their processes. They created 50 to 60 documents in just one month, using videos and screenshots to ensure everything was captured thoroughly and in an organized manner.
One of the features the team relies on most is the ability to tag and notify team members directly within Whale, keeping everyone on task without relying on separate communication tools.
“It’s been very educational for people to go back in and access training as and when needed. Often, when training, people take paper notes that get lost, and it’s difficult to access the information later. Whale made this all digital and super easy!”
The team uses tagging and notifications to keep everyone on task. Team members receive a notification to their inbox when something is next on their to-do list. This makes it easier for everyone to keep up to date and for managers to track progress without chasing anyone down.
“We’ve had massive growth in such a short amount of time, so Whale is a critical tool for us. It makes sure we’re implementing processes to make things run as smoothly as possible and we can grow from there.”
Key features the Elmwood Agency team uses to document and scale.
Structured onboarding modules mean new hires complete their training independently before receiving personalized follow-up.
All processes are centralized in one place, making it easy to update documentation as the business grows.
Team members are assigned tasks and notified in real time, so managers spend less time chasing and more time on growth work.
