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Customer Success Story

MorgageBanc Fairway

6 Locations

+100 Team members

1 Remote knowledge base

The challenge to scale across locations

Fairway is one of the top retail lenders in the USA operating with different groups, several SVPs with multiple branches and locations under them.

Ben Chenault is the SVP with Fairway of Independent Mortgage and has been leading the team for the past 18 years. Ben manages 6 locations and is responsible for 100 people.

Before CoVid there was alot of time was spent onboarding team members and having calls in order to get the team on the same page.

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“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 especially with people starting to work abroad more often, we have to have a medium to give people that kind of information. It’s not always convenient to get people to do scheduled calls especially if you’re bringing in multiple people in the same week.”

Ben Chenault

SVP with Fairway of Independent Mortgage

MortgageBanc Fairway team

Finding a partner to centralize communications

The challenge in scaling a business is always how to do more but with less time and how to maximize productivity and efficiency. Additionally with transparency and unparalleled customer service at their core, Ben needed a medium for consistent communication for the entire group.

It became essential to find a medium to centralize all company communication and layout the messages Ben and his team wanted everyone coming on board to hear and in what order?

Ben and his team decided to switch to Whale as a solution for Knowledge Sharing and training his teams. In order to ensure engagement, they had a consultant help them plan the content and shoot the videos.

"The return I have is piece 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."

With Whale’s ability to embed videos, insert how-to’s, and the option to add create links to internal documents the need for both consistency and engagement were met.

In the mortgage space, there are a number of different roles and so part of the goal for Ben and the team was to define those roles inside of Whale. Ben and his team gave checklists and assignments for team members to go back and look at instead of having to pick up the phone, thereby creating more time for Ben to focus on customers and other aspects of the business.

“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 with Fairway of Independent Mortgage

In utilizing Whale, the team has been able to deliver on;

✔️ Compliance

✔️ Consistency

✔️ Communications

✔️ Efficiency

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!

A word from Adi Klevit

Adi Klevit, process consultant and founder of BSG, worked with the Mortgagebanc team (Fairway group) to help organize and centralize their company information on Whale.

A Simple Solution For Small Business Systems & Training

Gain clarity, improve performance and get your whole team onboard.

The Challenge

With CoVid, Ben could not travel and communicate with his team across 6 locations.

The team needed the ability to document, onboard, and communicate more efficiently in a fully remote environment to keep delivering customer excellence.

The Solution

With the help of a process consultant and Whale, Ben and his team were able to onboard new team members and train them consistently across locations.

Results

Implementing Whale meant six locations but one centralized location with the ability to communicate at scale across the board.

“Whale has become a medium of communication for the entire group at MortgageBanc!”

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