Cassie Mittal, the Customer Success Manager at Identified Technologies, recently sat down with me to discuss her role and provide insights into the customer success journey within a drone mapping company. As someone who has spent her entire career working with customers, Cassie offers valuable perspectives on what businesses should look for when choosing a drone mapping provider.
Reading this interview, you'll gain insight into the critical questions to ask when evaluating different drone mapping companies, understanding their approach to customer success, and identifying potential red flags that might lead you to reconsider your choice.
Let's delve into the discussion:
**Q: Could you tell us about your role at Identified Technologies and what your primary responsibilities entail?**
A: Sure! As the Customer Success Manager, my main responsibility is guiding customers through their drone mapping journey. This involves assisting with FAA Part 107 training and education, ensuring they’re proficient with our drone mapping software, and keeping them updated on any feature changes. Additionally, I help them maximize the value derived from drone data and apply it effectively within their organization.
Among these duties, perhaps the most crucial aspect is customizing and setting up each customer’s unique drone mapping roadmap. Every business operates differently, so I need to understand their existing solutions and workflows to facilitate a seamless transition. Another key part of my role is facilitating what I call the “wow†moment—when customers see firsthand how drone data adds tangible value to their operations.
**Q: Could you walk us through the onboarding process?**
A: Absolutely. We begin with a "kickoff call" where we outline a plan and establish initial goals. From there, I create a personalized customer journey—a checklist that ensures steady progress toward the objectives we’ve agreed upon. Once the customer is fully operational, I continue checking in quarterly to address any evolving needs or changes in priorities.
**Q: What are your thoughts on Part 107 and the training required for it?**
A: I believe the FAA’s Part 107 regulation is excellent because it democratizes commercial drone usage. While it may seem daunting initially, having a supportive team can alleviate much of the pressure. Customers can earn their Part 107 certification while leaning on their drone mapping team for assistance with airspace checks, waivers, and identifying temporary flight restrictions.
Moreover, customers know their job sites better than anyone else. Having the flexibility to conduct flights at convenient times enhances productivity significantly. Without Part 107, this convenience wouldn’t exist, highlighting its true value.
**Q: How do you aim to build relationships with customers once they're established?**
A: Each relationship is distinct. Even during routine calls, such as updates before uploading flights, I strive to make those interactions meaningful touchpoints. Asking questions like, “What’s happening at your site today?†or “Why did you decide to fly today?†helps personalize our interactions and fosters comfort levels so customers feel free to voice concerns.
**Q: Could you describe your problem-solving approach when addressing customer issues?**
A: We maintain comprehensive FAQs, help guides, and tutorials, which allow us to quickly resolve many common queries. Our close-knit team ensures swift responses whenever assistance is needed.
**Q: Do other departments within the company support your efforts, and how do they contribute to overall customer success?**
A: Yes, absolutely! Everyone in the company plays a role in customer success. Whether it’s sales representatives explaining product features or developers designing intuitive tools, every department contributes to creating an exceptional user experience. For instance, our VP of Aviation, Jon Little, excels in flight training. He verifies airspace compliance, secures necessary waivers, and provides invaluable guidance leading up to the Part 107 exam. Post-training, he remains available to assist with fieldwork if needed.
**Q: What should customers anticipate when joining a drone mapping program, and what questions should they prioritize asking?**
A: Often, initial inquiries revolve around technical aspects like battery life, coverage areas, or study requirements for the 107 exam. While these are valid concerns, they shouldn't overshadow more strategic considerations. Businesses seeking drone mapping solutions should focus on data-related queries such as accuracy levels, data ownership rights, and support provided during data conversion processes. These factors directly impact budget planning and project bidding.
**Q: What’s the most important factor to consider when selecting a drone mapping provider?**
A: From my perspective, the quality of support and ongoing success initiatives offered by the provider is paramount. While many companies offer similar products, variations in support structures often set them apart. A dedicated customer success team ensures immediate responses to queries and active involvement throughout the customer lifecycle. Conversely, relying solely on ticketing systems or delayed email responses can hinder effective communication.
**Q: What are some warning signs or deal-breakers when considering a commercial drone mapping solution?**
A: One major concern is ambiguity surrounding data privacy and control. Specifically, how data is shared among stakeholders and utilized within cloud platforms must be clearly defined. Customers should inquire whether they retain full access to their data—can it be downloaded and repurposed independently? Ownership terms must also be transparent; otherwise, unexpected limitations could arise later.
**Q: What distinguishes the role of a customer success manager at a drone mapping firm?**
A: Staying connected with end-users is vital. Given the rapid evolution of our industry, continuous feedback loops drive innovation. Based on user input, we refine existing features or introduce new ones to stay ahead of trends and meet evolving demands.
**Q: How does a dedicated customer success team impact the customer experience?**
A: It extends beyond mere onboarding—it represents a lifelong partnership spanning the duration of the contract. Such teams consistently ensure customers receive access to cutting-edge hardware and software advancements as they become available.
**Q: Any advice for newcomers entering the drone mapping space looking for providers?**
A: Avoid fixating too heavily on specific drone models or operational details. These elements tend to vary frequently and are less impactful compared to broader organizational priorities. Instead, concentrate on assessing the provider’s vision, long-term plans, commitment to collaboration, and availability of resources to guide you effectively.
**Q: Should customers feel concerned if a drone mapping company neglects discussions about customer success early on?**
A: Definitely! This indicates either insufficient time allocated to nurturing customer relations or lack of prioritization regarding client satisfaction. Regardless of prior expertise in drones, flying, data processing, or analysis, there will inevitably come moments requiring clarification or feedback. Without robust customer success frameworks, achieving sustainable growth becomes challenging.
For further reading, check out our guide on starting drone mapping operations post-Part 107: [Step-by-Step Guide](link).
This interview underscores the importance of aligning with a provider whose values resonate with yours and whose support mechanisms align with your operational needs.
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