Cassie Mittal, the Customer Success Manager at Identified Technologies, recently sat down with me to discuss her role and the customer success journey at a drone mapping company. She shared her insights on what customers should expect and the key factors to consider when choosing a drone mapping provider.
As the Customer Success Manager, Cassie plays a pivotal role in guiding customers through their drone mapping journey. Her primary responsibilities include assisting with FAA Part 107 training, getting customers up and running with the company's drone mapping software, and ensuring they get the most value from their drone data. "The most crucial aspect of my job," she explained, "is customizing each customer's drone mapping roadmap. Every company is unique, so I work closely with them to understand their previous workflows and help them transition seamlessly."
The onboarding process begins with a kickoff call where Cassie and the customer outline initial goals. She then creates a personalized customer journey checklist to track progress towards these objectives. Even after customers are fully operational, Cassie maintains regular communication, checking in quarterly to see if their goals have evolved.
Part 107 regulations are a significant topic in drone mapping, and Cassie emphasized their importance. "The Part 107 regulation allows anyone to fly drones commercially, which is great," she said. "But it can feel overwhelming. That's why having a strong support team is essential—they'll guide you through every step." Customers can rely on their drone mapping team for assistance with airspace checks, waivers, and identifying temporary flight restrictions.
Maintaining a strong relationship with customers is central to Cassie's approach. "Every interaction is an opportunity to connect," she noted. "I ask questions to understand what's happening at their sites and why they're flying. Personalizing the relationship helps build trust."
Problem-solving is another critical part of her role. The company provides comprehensive resources such as FAQs, help guides, and tutorials. "Our team is quick to resolve issues because we're always here to assist," Cassie added.
She also highlighted the importance of cross-departmental collaboration in customer success. "Everyone in the company plays a role," she explained. "From sales to the tech team, everyone thinks about the end-user. Our VP of Aviation, Jon Little, is particularly valuable for flight training. His expertise ensures customers are well-prepared for both exams and actual flights."
When shopping for a drone mapping solution, Cassie recommended focusing on data-related questions. "Customers shouldn't get bogged down by details like battery life or flight range," she advised. "Instead, focus on accuracy, data control, and support. Ask how you can convert data, who owns it, and whether you can download and use it independently."
The support a company offers is crucial. "Many providers might seem similar in terms of product offerings," Cassie stated, "but the quality of support varies significantly. A dedicated customer success team ensures immediate responses to queries, unlike companies relying solely on ticketing systems."
Red flags to watch out for include unclear data privacy policies and lack of transparency regarding data ownership. "Customers need to know who controls their data and whether they can freely use it outside the platform," she warned.
Cassie also discussed the unique nature of her role. "Being in touch with users keeps us innovative," she said. "Customer feedback drives our product development and feature improvements."
A dedicated customer success team transforms the customer experience beyond mere onboarding. "They ensure customers always have access to the latest tools and features, fostering a long-term partnership."
For those new to drone mapping, Cassie suggested prioritizing company values over specific drone models. "Focus on their initiatives, roadmaps, and commitment to customer engagement. These factors will ultimately determine your success."
Finally, she emphasized the importance of discussing customer success early in the selection process. "If a company doesn't bring it up, it's a warning sign. Customer success is integral to our collective success."
In conclusion, Cassie Mittal's insights provide a comprehensive view of what to expect from a drone mapping provider. Understanding these elements ensures customers find the right partner for their needs.
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