Beyond the Launch: 911 Customer Success and Implementation Podcast

Episode 9: Beyond the Launch: Making Technology Stick in 911 Centers, Fire, Police and EMS

In this episode of Beyond the Launch, we explore what it takes to successfully implement and adopt new technologies in the 9-1-1 environment. Public safety agencies are increasingly introducing new capabilities such as language access services, AI-assisted call handling, and coordination with Real-Time Crime Centers. But introducing technology is only the beginning. The real challenge is ensuring that these tools are trusted, adopted, and effectively integrated into daily operations. In this conversation, Jeff Bruns shares insights on how agencies and technology partners can work together to move beyond deployment and toward true operational success. We discuss how implementation strategy, training, operational alignment, and ongoing customer engagement all play critical roles in ensuring that new capabilities actually deliver value in the field.

Episode 8: The Relationship of Vendors with Customers Post Go-Live to Ensure Success

Most 911 centers are drowning in non-emergency calls, staff shortages, and system overloads, yet few leverage the technology and support needed for long-term impact. Max Keenan, founder and CEO of Aurelion, reveals how innovative support models and a deep understanding of dispatch centers can transform public safety operations. Under Max's leadership, Aurelion's voice AI handles millions of non-emergency calls nationwide, freeing up vital resources to respond faster to urgent emergencies. But the key isn’t just technology. It’s building true partnerships that embed support into daily workflows, ensuring faster adoption, better performance, and, most importantly, saving lives. In this episode, you'll discover why post-live support is the most overlooked yet critical phase of vendor relationships and how it can make or break long-term success. Max shares actionable strategies to maintain momentum after deployment, including how to foster real-time tweaking, continuous training, and data-driven decisions that align vendor incentives with your core mission. You'll also hear from a CEO who went from building salon scheduling software to revolutionizing 911 call centers, highlighting the power of caring deeply about your core mission and relentlessly focusing on outcomes.Max discusses how to hold vendors accountable without damaging collaboration, why short-term contracts drive better results, and the crucial role organizational culture plays during technology transitions. This episode is perfect for emergency call center leaders, public safety executives, and innovators eager to move beyond traditional support models and create real, sustainable change. If you're tired of systems that walk away after go-live and want long-term partners committed to your success — this is your playbook. Max’s insights will challenge your mindset on implementing disruptive tech, emphasizing that true success lies in the support, adaptability, and shared goals that drive life-saving outcomes. Trust us—this conversation will leave you inspired, informed, and ready to lead your dispatch operation into the future. Why this works: This episode hooks with a compelling promise—long-term success in public safety tech—and builds curiosity around support models often overlooked. It targets leaders struggling with adoption and emphasizes transforming calls for non-emergencies into opportunities for operational excellence, promising practical strategies and motivational insights that resonate deeply with emergency services' mission-critical environment.

Episode 7: Rebuilding the System So It Works for the People Again

Episode 7: Rebuilding the System So It Works for the People Again   The conversation with Jason Klink delves into the challenges of implementing new technology, leadership and culture in public safety, and the critical issue of staffing and retention. It explores the importance of customer success principles in public safety and strategies for rebuilding retention momentum. Jason's insights shed light on the complexities of public safety operations and the need for strategic shifts to address these challenges effectively. Takeaways * Implementation challenges * Leadership and culture * Staffing and retention Chapters * 00:00 Introduction to Jason Klink * 05:50 Challenges in Public Safety * 19:54 Adoption and Retention in Public Safety * 30:05 Customer Success in Public Safety * 39:57 Rebuilding Retention Momentum * 45:06 Closing Thoughts

Episode 6: Beyond Implementation: Turning 911 Technology into Life-Saving Outcomes: Michael Martin

Learn how innovative AI solutions are revolutionizing emergency response. Discover the inspiring journey of RapidSOS and its impact on public safety. ## Why Traditional Approaches Fail The conventional methods of emergency response are often limited by outdated technology. For instance, traditional systems might locate a caller within 60 meters, which is insufficient in urgent situations. Michael emphasizes that technology should not only provide location data but also facilitate faster, more accurate responses. ### The Role of AI in Emergency Response RapidSOS has developed innovative solutions that integrate AI with public safety protocols.  ## Key Takeaways from the Conversation - Technology and Humanity: While technology plays a crucial role, Michael stresses that it cannot replace the human touch in emergency services. The commitment of telecommunicators and responders is irreplaceable. - Continuous Learning: The journey of integrating AI into public safety is ongoing. Michael and his team are constantly learning from public safety professionals to refine their technology. - Impact Measurement: Success in public safety should not only be measured by speed but also by the number of lives saved and the effectiveness of response strategies. ## Conclusion The integration of technology in public safety is not just about speed; it’s about saving lives. Michael Martin’s insights underscore the importance of innovation in enhancing emergency response systems. As we continue to witness advancements in AI, the potential for improved outcomes in public safety remains significant.    Chapters 00:00 Introduction to Michael Martin and Rapid SOS 02:33 Personal stories that drove the passion for public safety innovation 06:42 Supporting over a billion emergencies and impactful moments 11:17 Celebrating Public Safety Telecommunicators Week 15:27 What separates successful public safety tech deployments 19:58 Building predictive models for emergency risk assessment 24:50 Interoperability and data fusion in emergency response 29:13 The role of AI in 911 today and future considerations 40:03 Preparing for surge demand during major events like the World Cup 46:36 The future of 911: AI-driven emergency prevention and response 51:57 Key decisions for 911 leaders in the next year Resources Rapid SOS Official Website - https://rapidsos.com [https://rapidsos.com] Harmony AI Platform - https://rapidsos.com/harmony [https://rapidsos.com/harmony] Public Safety Innovation Day 2024 - https://rapidsos.com/events [https://rapidsos.com/events] APCO International (Public Safety Organization) - https://apcointl.org [https://apcointl.org]  guest links LinkedIn - https://www.linkedin.com/in/michael-martin-rapid-sos [https://www.linkedin.com/in/michael-martin-rapid-sos] Twitter - https://twitter.com/rapidsos [https://twitter.com/rapidsos]

Episode 5: Designing a Seamless Customer Journey from Implementation to Adoption

What if you could transform customer interactions into lasting success? Tag someone who needs to rethink their approach to customer journeys! Today, we're diving into CJ Casuto's powerful question about creating a seamless journey from implementation to adoption. Many organizations treat customer success, implementation, and product adoption as separate phases. But what if I told you that aligning these phases can lead to measurable value? First, we need to capture sales intelligence. Knowing how your team operates under pressure is crucial. Understand the roles, political dynamics, and what success looks like for your leaders. If you don’t define success from their perspective, you might create something that works but doesn’t truly matter. To avoid this, ensure your CRM captures vital stakeholder information and triggers actionable insights. Your CRM should be the nervous system of your customer journey, not just a database. Let's rethink how we approach customer success together!