Technology Integrator Top Talent Under 40: Alex Boyle, OneVision Resources
In a brief survey, we asked our Technology Integrator Top Talent Under 40 honoree to answer a few questions about themselves and about the industry. To see the full list of winners, click here.
Part 1: Profile Questions
Name: Alex Boyle
Title and company: Senior Trainer, OneVision Resources
A brief description of your role there: As Senior Trainer, it is my responsibility to develop and implement the on-boarding and on-going training programs that allow our partners to fully leverage our platform, thereby maximizing their success with their clients.
Years in industry: 2
Where you grew up: Manchester, Vermont
Where you live now: Boston, Massachusetts
College: University of Vermont
Accomplishments and why those are important to you or your company: I am most proud of my efforts with our CEO, Joey Kolchinsky, to create and develop our Partner Development team and the resources we have in place for our partner base. When I started at OneVision almost two years ago, we did not have a partner success and training program in place. Now we are the industry’s only training program for how to build a service department from soup-to-nuts.We have a robust onboarding process and dedicated Help Center, and we have a learning management system that gives our partners the resources they need to efficiently and effectively train every member of their company on proper service protocol. This has enabled us to standardize our platform, while keeping our business and our partners ahead of the challenges that service presents within our industry.
Industry awards: None (yet… this one?)
Part 2: Fun Questions
What I like best about my job: I work with a phenomenal group of people. Each person has their role, but everyone brings a specialty to the table. I’ve always considered myself a ‘jack-of-all-trades, master-of-none’ type of guy, so I am super lucky to have so many subject-matter experts around me. We all approach problems from different angles, and the result is a nimble and agile creative process that makes every day dynamic. That keeps me on my toes and keeps things fresh.
What I like least about my job: I hate when I miss expectations or don’t set someone up properly for success. As a trainer, it is my job to make sure folks are prepared to tackle and overcome the obstacles they face with our product every day. Providing excellent service is ultimately about setting and exceeding expectations while solving problems. When I fail at setting someone up to succeed in doing so, I feel like I have failed that person. That hurts.
Favorite pastime/hobby: Gaming and being outdoors. Set me up inside on a rainy day with a solid board-game or send me outside on a sunny day to enjoy fresh air and some good-old-nature and you’re looking at a ridiculously happy camper.
Last book I read: I just finished up Oathbringer, the third book in Brandon Sanderson’s epic, The Stormlight Archive. I usually lean towards fantasy and science fiction, so in finishing up Oathbringer, I’m also about to start the next book in James S.A. Corey’s The Expanse, Persepolis Rising.
Favorite movie: There are so many, but I think I have to go with Good Will Hunting. There is this one scene with Robin Williams and Matt Damon talking about what it means to ‘have an angel put on earth just for you’ that gets me every time. Such good writing. Such good acting.
If you could be anyplace else right now, where would it be and what would you be doing? I would be in a two-person hammock with my fiance, swinging between two trees on top of a mountain overlooking a lake under the sun on a bluebird day. That is my happy place.
Part 3: More Serious Questions
What do you think is the major problem with the industry today, and what needs to be done to fix it?
The biggest challenge we face as an industry is transitioning from a REACTIVE service model to a PROACTIVE service model.
In a reactive service model, your client asks for what they want, and you do everything you can to provide it to them. This has led to hours of unbilled remote work, giving away service labor for free for extended periods of time, and a wide variance in work-life balance for your teams.
In a proactive service model, you get ahead of your clients’ requests by planning for them. You put processes in place so that you can offer a consistent and reliable response time for all service requests. You plan on how you will support a client if they have an urgent request on a Saturday morning. You make sure your clients are aware of and acknowledge your availability, or they aren’t ever surprised by your response. You also try to monitor their systems so that you can get ahead of your client’s requests. You put all of these processes in place, inform your clients appropriately, and then stick to them.
If we can cover every instance of a client need and solve for it with a standard and repeatable process while at the same time holding our clients’ satisfaction as the highest degree of success, we can pivot the industry’s client base to understand that a proactive solution for service is infinitely better than a reactive and unreliable process.