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Customer story

Theiner ICT

How Theiner ICT scaled from 3 to 35 employees without losing consistency

Theiner ICT is a Dutch IT company serving small and medium businesses since 2006. As it grew from 3 to 35 employees, Koos Stoop, CTO, found it harder to make sure everyone understood the processes the team had built. Simple recurring questions ate time that should have gone to higher-level work, and onboarding had become inconsistent.

3 to 35

Team growth

90%

Use Whale daily

2006

Serving SMBs since

The challenge

As the company grew, new employees kept coming to Koos with the same questions, simple things like how to enable NumLock or configure a modem, again and again. Onboarding had become inconsistent, and there was no shared knowledge base for the team to self-serve from. With more staff joining, Koos spent more time on repetitive questions and less on the work that needed his expertise. The team needed new hires to find answers on their own.

We were growing fast, and it became difficult to ensure that everyone understood the processes and knowledge we had accumulated. Simple issues like how to enable NumLock or set up a modem kept cropping up.

Koos Stoop

CTO

Before Whale

New hires asked the same questions repeatedly

Simple tasks kept interrupting senior people

Onboarding had become inconsistent

No shared knowledge base to self-serve from

After Whale

90% of the company uses Whale every day

Employees search and find answers on their own

Onboarding is consistent for every new hire

Koos spends his time on expert work, not repetition

The solution

How Whale solved it

Using Whale, the team documented solutions to frequently asked questions and common technical tasks. Instead of answering the same things repeatedly, employees search the Whale knowledge base and find answers on their own. Whale also helped Theiner ICT standardize processes for consistency across the technical team. Now 90% of the company uses Whale daily to access documentation, complete onboarding, and find answers without interrupting a colleague.

Whale has transformed how we work. We can't imagine going back to how things were before. Whale is simply a no-brainer for any growing company.

Koos Stoop

CTO

Key features used

The parts of Whale doing the heavy lifting.

CoPilot

All technical processes and common solutions live in one place, so new hires find answers without interrupting a senior colleague.

Training flows

Structured onboarding paths give new hires a consistent introduction to the team processes, replacing the informal show-and-tell that did not scale.

Search

Employees find answers to technical questions in seconds, with no need to ask something that has already been answered dozens of times.

The results

90% daily usage

Nearly the whole company uses Whale every day for documentation, onboarding, and technical answers.

Repetitive questions gone

Employees self-serve from the knowledge base, so Koos gets his time back for expert work.

Consistent onboarding

Every new hire gets the same structured introduction, instead of an ad-hoc walkthrough.

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