Cassie Mittal, the Customer Success Manager at Identified Technologies, recently sat down with me to discuss her role and provide insights into what it takes to build strong relationships with drone mapping providers. As someone who has spent her entire career working closely with customers, Cassie has insider knowledge about what you need to know when choosing a drone mapping service.
During our conversation, we delved into the essential questions you should ask when evaluating different drone mapping companies, how to identify whether a provider truly prioritizes customer success, and what red flags might indicate it's time to walk away. The goal was to equip readers with actionable advice to ensure they make informed decisions.
Here’s a summary of our discussion:
**Q: Could you tell us a bit about your role at Identified Technologies and your primary responsibilities?**
A: As the Customer Success Manager, my main responsibility is guiding customers through their drone mapping journey. This includes assisting with FAA Part 107 training, getting them set up with our software, and ensuring they're maximizing the value of their drone data. I also help them integrate drone data back into their business processes.
**Q: Among all these tasks, what do you consider the most critical?**
A: Personalizing each customer’s drone mapping strategy is key. Every business is unique, so I need to understand their specific workflows and previous solutions to create a seamless transition. Another vital aspect is facilitating that "aha" moment—when customers see firsthand how drone data enhances their operations.
**Q: Could you walk us through your onboarding process?**
A: We begin with a kickoff call to outline objectives and establish an initial plan. From there, I craft a personalized customer journey—a checklist we follow to track progress toward agreed-upon goals. Even after the initial setup, I continue checking in quarterly to address evolving needs.
**Q: What’s your take on Part 107 certification and its associated training requirements?**
A: I believe the FAA’s Part 107 regulation is excellent—it democratizes commercial drone usage. While it may seem daunting, having a supportive team ensures customers succeed every step of the way. Our team helps with airspace checks, waivers, and identifying temporary flight restrictions.
Moreover, customers know their sites better than anyone else. Without Part 107, they’d lose out on the flexibility to conduct surveys at convenient times, adding significant value to their workflow.
**Q: How do you nurture relationships with established customers?**
A: Each relationship is tailored to the individual. Even casual interactions, such as discussing upcoming flights, serve as touchpoints where I gather insights about their projects. My aim is to foster open communication so customers feel comfortable sharing challenges or successes.
**Q: Could you describe your approach to problem-solving for customers facing issues?**
A: We maintain extensive resources like FAQs, help guides, and tutorials. Our team is readily available to resolve most concerns promptly. Having a responsive support system ensures minimal disruption to customers' workflows.
**Q: Are there other departments within the company that contribute to customer success?**
A: Absolutely. Everyone plays a role—from sales to engineering, everyone is accountable for ensuring customer satisfaction. For instance, our VP of Aviation, Jon Little, is instrumental in flight training. His expertise extends beyond UAV piloting—he’s an ATP pilot who prepares customers thoroughly for their exams. Post-training, he provides hands-on assistance for fieldwork.
**Q: What preparations should customers expect when joining a drone mapping program, and what questions should they ask?**
A: Often, customers focus on technical details like flight duration or battery life instead of critical aspects like data accuracy or customization options. Instead, they should inquire about data ownership, conversion assistance, and how solutions align with their budgetary and bidding needs.
**Q: What’s the most important factor to consider when selecting a drone mapping provider?**
A: In my view, the level of support and dedication to customer success stands out. While many companies offer comparable products, the quality of support varies significantly. A dedicated success team ensures immediate responses to queries, unlike systems relying solely on tickets or emails.
**Q: What are some warning signs to watch for when considering a commercial drone mapping provider?**
A: One major red flag is ambiguity regarding data privacy and control. Customers must understand how their data is handled, whether they can download it freely, and who retains ownership post-contract termination.
**Q: What makes the role of a customer success manager unique in a drone mapping firm?**
A: Staying connected with end-users is crucial. Our industry evolves rapidly, and feedback drives innovation. Listening to customers helps refine existing features and develop new ones, keeping us aligned with their needs.
**Q: How does a dedicated customer success team benefit clients?**
A: It’s more than just onboarding—it’s a continuous partnership throughout the contract lifecycle. Such teams ensure clients always have access to the latest tools and technologies.
**Q: Any tips for newcomers looking for a drone mapping provider?**
A: Focus less on hardware specifics and more on the provider’s vision, roadmap, and commitment to collaboration. Strong partnerships yield long-term rewards.
**Q: Should customers be concerned if a drone mapping company doesn’t mention customer success early on?**
A: Definitely. This suggests they may prioritize internal matters over client engagement. Customer success is integral to a provider’s success—it fosters growth and innovation.
For further reading, check out our guide on starting drone mapping operations post-Part 107.
This interview underscores the importance of prioritizing customer-centric approaches when exploring drone mapping solutions. By focusing on these elements, businesses can enhance their operational efficiency and achieve greater returns on investment.
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