PROBLEM STATEMENT

150 new employees. The same software. No time to hand-hold everyone.

When Madison joined Welltower's Redevelopment team, it had 30 employees. Two years later, it had 180. That kind of growth doesn't leave room for informal knowledge transfer.

The team ran on dense, workflow-heavy software: Yardi for property management, Smartsheet for project tracking, and custom Excel-based forms. Every new hire needed to learn all of it and the only way to learn was to watch someone else do it or wait for a one-on-one call.

Madison was tasked with building SOPs and training materials for a department growing faster than documentation could keep up. Static docs weren't enough. Screen-recorded walkthroughs were the right format but producing them at scale, consistently, without a production team, was the problem. 

SOLUTION

One-person production team!

Madison became Welltower's internal AI champion: the single point of ownership for video production across the Redevelopment team and, increasingly, beyond it.

The workflow: subject-matter experts record their screen locally at 60fps/1080p, send files to Madison via WeTransfer, she processes in Final Cut Pro and uploads to Trupeer for AI-enhanced editing and export. 

The result is a centralized, consistent training library. 

VPs across teams now route requests directly to her. "Send it to Madison for her AI video" has become an internal shorthand for getting something documented properly. 

Over 50 videos have been created, and the platform has become central to her identity as an AI champion inside the company.

"Send it to Madison for her AI video." — How VPs across Welltower now refer to the documentation process 

IMPACT

A department that grew from 30 to 180 people in two years did not break its onboarding process. New hires walk into a software training library — Yardi, Smartsheet, Excel workflows — and work through it themselves. 

The same infrastructure built for internal teams now extends to vendors and on-site operators, without a second system or a second workflow. 

What changed along the way was not just the training process — it was how Madison was seen inside the organisation. VPs across teams started referencing her work unprompted. "Send it to Madison for her AI video" became a running joke that wasn't really a joke. 

She became the person people associated with doing things differently — a label that opened doors. 

HR and Marketing are now being formally introduced to the platform, conversations that started because Madison's work was visible, not because it was pitched. 

Videos are also starting to double as the first draft of written SOPs compressing two steps into one. Madison records a workflow; the document comes with it. The 50+ videos created so far are not just a training library. They are the institutional memory of a department that grew too fast to document itself any other way.

CONCLUSION

Welltower didn't hire a video team. They didn't bring in a production agency. One person, with the right tool, built a training infrastructure now serving 180 employees across three countries — and it's still growing.

For enterprise operations teams managing complex software environments at scale, Trupeer removes the barrier between knowing how to do something and being able to teach it.