In Episode 5 of The Integrator Playbook, Doug Greenwald sits down with Joseph Kolchinsky, Founder and CEO of OneVision Resources, to explore how custom integration companies can build a stronger, more scalable service operation.

Joseph shares practical insights on creating clearly defined service processes, setting consistent expectations, and giving teams the structure they need to deliver an exceptional client experience. The conversation also examines how integrators can maximize their technicians’ valuable field time, reduce repetitive support demands, prevent team burnout, and turn service into a source of recurring revenue and long-term client loyalty.

Doug and Joseph also look ahead at the role AI could play in transforming technical support—helping integration companies respond faster and more consistently while allowing experienced team members to focus on the issues that truly require their expertise.

If you want to move your service department from constantly reacting to problems to becoming a strategic and profitable part of your business, this episode is packed with ideas you can put into action. Subscribe to The Integrator Playbook and join us for this important conversation about the future of service in the custom integration industry.