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Fairway is one of the top retail lenders in the USA. Ben Chenault, SVP at Fairway of Independent Mortgage, has been leading his team for 18 years, managing 6 locations and 100 people. Ben needed a way to communicate consistently with everyone, especially when COVID made travel impossible. The challenge: finding a way to onboard people consistently when you cannot be in five places at once.
Before COVID, Ben spent significant time onboarding team members through calls and in-person sessions to get everyone on the same page. Once travel stopped, the challenge became clear: how to maximize productivity across six locations when you cannot meet in person.
Transparency and customer service are core to Fairway, which meant Ben needed a consistent medium for communicating the team’s philosophies and values to every new person who joined, 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 worked with process consultant Adi Klevit to plan the content and record videos that captured the voice and values of the organization. Sending a one-page letter about who you are 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 Whale in place, the team was able to onboard new hires and train them consistently across all six locations, with compliance, consistency, and communications all 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!”
Implementing Whale turned six separate locations into one centralized communication platform. Every new hire hears the same message, in the same order, with the same level of detail. Ben now has the peace of mind that the team has gone through the right channels and that the company’s culture and expectations have been communicated properly to each person.
“The return I have is peace of mind knowing that the team has gone through these channels and everyone is hearing the exact same thing and we’ve communicated properly to the team.”
Key features the Fairway team uses to onboard and communicate at scale.
Onboarding sequences ensure every new hire hears the same message in the same order, regardless of which location they join.
Recording videos directly in Whale means Ben can deliver his voice and vision to new hires at scale, without scheduling calls or traveling.
All company communication, philosophy, and process documentation is centralized in one platform, accessible to every team member across all six locations.
