Cassie Mittal, the Customer Success Manager at Identified Technologies, recently sat down with me for an open discussion about her role, the customer success journey within a drone mapping company, and her thoughts on it all. Having spent her entire career working closely with customers, she shares everything you need to know about building the right relationship with a drone mapping provider.
As you read through this interview, you'll discover key questions to ask when exploring various drone mapping companies, understanding their approach to customer success, identifying potential red flags that might prompt you to reconsider, and much more.
Let's jump straight into the questions:
**Q: Could you tell us a bit about your position at Identified Technologies and what your main responsibilities involve?**
A: Sure! I'm the Customer Success Manager here. My primary responsibility is guiding customers through their drone mapping journey. This includes assisting with FAA Part 107 training and education, getting them up and running with our drone mapping software, and keeping them updated on any feature changes. Additionally, I ensure they maximize the value derived from drone data and apply it effectively back into their business.
**Q: Of all these duties, which do you consider the most critical?**
A: The most crucial aspect is customizing and setting up their individual drone mapping roadmap. There’s no one-size-fits-all solution; each company is unique. I need to understand each client's specific needs by learning about the previous solutions they used and their internal workflows to facilitate a seamless transition.
Another vital role I play is helping them experience what I call the 'wow' moment. This happens when the customer personally recognizes the value added by drone data to their organization.
**Q: Could you walk me through the onboarding process?**
A: Absolutely. We start with a 'kickoff call' where we outline a game plan and establish initial objectives. Following that, it's all about creating a personalized customer journey. This is essentially a checklist we follow to ensure steady progress towards the goals we’ve agreed upon. Once the customer is fully operational, I continue checking in quarterly to account for any evolving or changing goals.
**Q: What’s your take on Part 107 and the necessary training involved?**
A: I believe the Part 107 regulation introduced by the FAA is excellent—it allows anyone to operate drones commercially. While it might seem daunting, a strong support team will guide you through every step.
Customers can obtain their Part 107 license while also relying on their drone mapping team to verify airspace permissions, secure waivers, and monitor temporary flight restrictions in their region. Moreover, the customer knows their job site best. The convenience of conducting site inspections when conditions are ideal—like a pleasant day—is invaluable, and that’s where the real value lies.
**Q: How do you aim to build relationships with customers once they're set up and operational?**
A: Each relationship is distinct. Even during casual conversations—like when a customer informs me they’re about to upload a flight—I treat these moments as touchpoints. I’ll inquire about what’s happening at their site or why they decided to fly that day. Personalizing each interaction helps foster comfort so they feel free to discuss any issues that arise.
**Q: Could you explain your problem-solving approach when assisting customers facing challenges?**
A: We maintain comprehensive FAQs, help guides, and tutorials. These resources allow us to swiftly resolve many common issues since our team is readily available to assist.
**Q: Are there other members within the company who contribute to your work, and what roles do they play in the overall customer success process?**
A: Every single member of the company plays a role. No one emphasizes this enough—everyone is responsible for customer success. From sales to our technical teams and developers, they design tools and features that prioritize user intuition and ease of use, empowering customers to manage and analyze their data effectively.
Our VP of Aviation, Jon Little, is particularly instrumental regarding flight training. He scrutinizes airspace and secures waivers when necessary. Jon is an expert in Part 107 training, holding both ATP and UAV certifications. He ensures customers grasp the material needed for exams and accompanies them on-site if further assistance is required post-training.
**Q: What should customers expect when joining a drone mapping program, and what questions should they be asking?**
A: Often, queries revolve around drone operation logistics: How long should one study for the 107 exam? What are the costs? What happens if I fail? How long do drone batteries last? How extensive is the coverage per battery?
These questions aren't the most significant. Prospective buyers should focus on data-related inquiries such as accuracy, data control, and support for data conversion. Questions addressing major concerns like budgeting and project bids are essential.
**Q: What’s the most important factor to consider when selecting a drone mapping solution?**
A: While I’m obviously biased, I’d argue it’s the level of support and success the customer enjoys post-purchase. Many providers offer similar products, but the difference often lies in their support services. For instance, if a customer encounters a query or faces a challenge, a dedicated success team provides immediate answers. Some companies rely on ticketing or email systems, delaying responses significantly.
**Q: What are some red flags or deal-breakers when evaluating commercial drone mapping solutions?**
A: One major concern is unclear data privacy and control. Specifically, how data is shared among individuals and utilized within cloud-based portals. Customers must know their rights regarding data access—can they download and manipulate it freely? Ownership details matter too—does the provider retain ownership after the subscription ends?
**Q: What makes the role of a customer success manager unique at a drone mapping company?**
A: Staying connected with users. As we operate in a rapidly advancing field, constant feedback drives innovation. Based on customer input, we refine existing features or develop new ones to stay ahead of the curve.
**Q: How impactful is a dedicated customer success team for clients?**
A: It’s not just about onboarding—it’s a partnership spanning the entirety of the customer’s contract. A dedicated team ensures clients receive the latest hardware and software updates consistently.
**Q: Any advice for newcomers looking to select a drone mapping provider?**
A: Focus less on the drone model or flying procedures—these aspects evolve frequently. Instead, concentrate on the provider’s vision, roadmap, and commitment to collaboration. Long-term benefits outweigh short-term specifics.
**Q: Should customers worry if a drone mapping company doesn’t mention customer success early on?**
A: Definitely. It signals either insufficient time allocated to customers or a lack of prioritization. Regardless of expertise level, there will come a time when questions or suggestions arise. Without a strong customer success focus, success becomes improbable—our teams thrive thanks to customer engagement.
Related Content: How to Launch Drone Mapping Operations Post-FAA Part 107: Step-by-Step Guide
---
This interview highlights the nuances of choosing the right drone mapping partner, emphasizing the importance of support, data control, and ongoing collaboration.
Color Eva Film,Eva Adhesive Film,Color Eva Films,Color Movie Film
CHONGQING HUAKAI NEW MATERIALS CO., LTD , https://www.cqhkpvb.com