At the 2025 Service Operations Forum, Synergy members came together to share challenges, learn from one another, and commit to making meaningful changes in their organizations. In the months that followed, many turned those commitments into action. Here are four standout success stories that show how small shifts can lead to big impact.
1. Strengthening Team Engagement – Kyle Hatfield, IMCOR
Kyle left the forum with a goal: create stronger connections between field supervisors, technicians, and service managers. Since then, he’s embedded engagement into weekly meetings, launched recurring one-on-ones between supervisors and techs, and empowered field leaders with a budget to take their teams to lunch and gather honest feedback. These conversations now loop back to leadership for follow-up and action. Kyle continues to reinforce the importance of time management and engagement as ongoing priorities—ones that are already making a difference in how the team communicates and collaborates.
2. Redesigning Dispatch for Growth – Dallas’ Bittlingmeyer, Phoenix
Dallas set out to split dispatch responsibilities into three focused roles—and it’s working. Each person now owns a distinct area: service calls, maintenance, and special projects. This change has helped improve accuracy, accountability, and communication with both technicians and customers. Beyond improving efficiency, the shift is also developing leadership skills within her team, giving dispatchers a greater sense of ownership and a clearer path for growth.
3. Building a Culture That Sticks – Brandon Mangold, A.J. Monier
Brandon focused his post-forum efforts on strengthening culture and helping his team feel motivated to come to work. He’s made recognition more consistent, opened up conversations around company goals, and introduced a rotating schedule to better balance workloads. While culture-building is always a work in progress, the early signs of increased engagement and transparency are encouraging—and he’s continuing to learn what works best for his team.
4. Documenting Conversations That Matter – Brandon Jones, Warwick
Brandon wanted a better way to keep track of conversations with his team. After trying a few tools, he found success with an app called Minutes, which allows him to record and transcribe discussions. It’s helped him clarify action items, follow through on commitments, and stay more connected to the individual needs of his team. The result: better accountability and stronger relationships.
If you completed your action plan, congratulations! We’d love to hear your success story. If you weren’t able to complete it, let us know how we can help. Finally, look for the date and location of the 2026 Service Operations Forum on our website soon!
