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Customer story

Fairway

How Fairway trained 100 people across 6 locations without being in the room

Fairway is one of the top retail lenders in the USA. Ben Chenault, SVP at Fairway of Independent Mortgage, has led his team for 18 years across 6 locations and 100 people. When COVID made travel impossible, he needed a way to onboard people consistently without being in five places at once.

100

Team members

6

Locations

18 yrs

Leading the team

The challenge

Before COVID, Ben spent significant time onboarding through calls and in-person sessions. Once travel stopped, the question became how to stay productive across six locations when you cannot meet in person. Transparency and service are core to Fairway, so Ben needed a consistent way to communicate the team’s philosophy and values to every new hire, in a specific order, at scale.

One of the challenges especially during Covid was explaining thoughts and philosophies to new people, getting everyone on the team on the same page. I can’t be in five places at once. We have to have a medium to give people that kind of information.

Ben Chenault

SVP, Fairway of Independent Mortgage

Before Whale

Onboarding ran on calls and in-person sessions

Travel stopped overnight when COVID hit

Six locations, no way to be in five places at once

No consistent channel for company values and philosophy

After Whale

Record the message once, deploy it to everyone

Every new hire hears the same thing, in the same order

Onboarding runs consistently across all six locations

Compliance, consistency, and communication in one platform

The solution

How Whale solved it

Ben worked with process consultant Adi Klevit to plan the content and record videos that captured the voice and values of the organization. A one-page letter cannot replicate hearing it directly from the person who built the team. Whale made it possible to record that once and deploy it to everyone, every time, with compliance, consistency, and communication handled through one platform.

You know you could send somebody a one-page letter on this is who we are and this is what we stand for but it's way different if they hear your voice and see it on a video and you can explain the why behind it. The best part is having to do it just once!

Ben Chenault

SVP, Fairway of Independent Mortgage

Key features used

The parts of Whale doing the heavy lifting.

Training flows

Onboarding sequences make sure every new hire hears the same message in the same order, whatever location they join.

Video

Recording video directly in Whale lets Ben deliver his voice and vision to new hires at scale, with no scheduling or travel.

Alice AI

Company communication, philosophy, and process documentation live in one platform, accessible across all six locations.

The results

One message across six locations

Every new hire hears the same thing, in the same order, with the same detail, whichever office they join.

No travel required

Ben records once and deploys to everyone, so onboarding no longer depends on being in the room.

Peace of mind on consistency

Ben knows the team has gone through the right channels and that the company culture and expectations reached each person properly.

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