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Customer story

Oxygen Service Company

How Oxygen Service Company finally mastered the EOS process component

Oxygen Service Company is an independent distributor of gas, welding, and automation supplies, with over 160 employees across 9 Midwest locations. Nicole Hoverson, HR Director, adopted EOS in 2013 but found the process component consistently fell short. After evaluating six or seven platforms, she chose Whale for its simplicity and its ability to keep processes current, followed, and up to date.

9

Midwest locations

160+

Team members

2013

Running on EOS since

The challenge

When OSC adopted EOS in 2013, the process component looked like a chance to improve alignment and scale operations. The reality was harder. The team tried to manage processes manually, but they became outdated and went unfollowed. With OSC doubling its headcount and expanding locations, the need for documented, current processes only grew. Nicole needed a tool that made processes easy to find, easy to update, and impossible to ignore.

We realized we needed to get stronger in the EOS process component. We needed our teams to have access to our core processes and for them to stay updated. We had tried to do it manually in the past, which didn’t work as processes weren’t centralized or followed. So they just became out of date.

Nicole Hoverson

HR Director

Before Whale

The EOS process component never fully worked

Processes managed manually, so they went out of date

Nothing kept processes centralized or followed

Fast growth made the gap more urgent

After Whale

All 10 departments use Whale daily

Automated reminders keep processes current

Video and QR codes put processes on the plant floor

The EOS process component runs as intended

The solution

How Whale solved it

Whale centralized OSC’s processes, gave the team a way to train on them, and built in automated reminders to keep them updated. All 10 departments now use Whale daily, and it has been especially useful in Plant Operations, where the team pulls up procedures on the floor with video and QR codes. The review system keeps processes current, and departments can document both high-level workflows and detailed step-by-step procedures.

Whale's ability to track and prompt updates has been a game changer. Processes no longer go out of date, and we can hold people accountable while ensuring clarity and consistency across teams.

Nicole Hoverson

HR Director

Key features used

The parts of Whale doing the heavy lifting.

Process reviews

Automated reminders go to the subject matter expert when a process is due for review, so documentation never silently goes out of date.

Training flows

All in-person training moved to Whale-based flows, making consistent training possible across 9 locations without scheduling constraints.

QR codes

QR codes in Plant Operations give floor employees instant access to the right process the moment they need it, on-site or cross-state.

The results

All 10 departments on Whale

Every department uses Whale daily, with the EOS process component finally running the way it was meant to.

Processes that stay current

Automated review reminders go to the right expert, so processes no longer drift out of date.

Training without travel

In-person training moved to Whale flows, so OSC trains consistently across nine locations without scheduling around travel.

Success stories

Real results for teams small and big.

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Aurora Medical Spa

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Oxygen Service Company

Oxygen Service Company has been running on EOS since 2013. With increased growth, the team needed a way to document, centralize & update processes.

Image Solutions

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With the help of Whale-certified partner Jason Henderberg, the team began documenting their processes. The team utilized videos and screenshots to ensure everything documented very well and in an organized manner.

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