Beyond the Launch

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.

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 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.TakeawaysImplementation challengesLeadership and cultureStaffing and retentionChapters00:00 Introduction to Jason Klink05:50 Challenges in Public Safety19:54 Adoption and Retention in Public Safety30:05 Customer Success in Public Safety39:57 Rebuilding Retention Momentum45:06 Closing Thoughts

Learn how innovative AI solutions are revolutionizing emergency response. Discover the inspiring journey of RapidSOS and its impact on public safety.## Why Traditional Approaches FailThe 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 ResponseRapidSOS 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.## ConclusionThe 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.  Chapters00:00 Introduction to Michael Martin and Rapid SOS02:33 Personal stories that drove the passion for public safety innovation06:42 Supporting over a billion emergencies and impactful moments11:17 Celebrating Public Safety Telecommunicators Week15:27 What separates successful public safety tech deployments19:58 Building predictive models for emergency risk assessment24:50 Interoperability and data fusion in emergency response29:13 The role of AI in 911 today and future considerations40:03 Preparing for surge demand during major events like the World Cup46:36 The future of 911: AI-driven emergency prevention and response51:57 Key decisions for 911 leaders in the next yearResourcesRapid SOS Official Website - https://rapidsos.comHarmony AI Platform - https://rapidsos.com/harmonyPublic Safety Innovation Day 2024 - https://rapidsos.com/eventsAPCO International (Public Safety Organization) - https://apcointl.org guest linksLinkedIn - https://www.linkedin.com/in/michael-martin-rapid-sosTwitter - https://twitter.com/rapidsos

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!

Episode Description:In this episode of Beyond the Launch, we sit down with Scott MacDonald, CEO of GovWorx, to explore why the best solutions aren’t built in isolation. They’re built in partnership.Scott shares how engaging customers and partners from diverse backgrounds leads to stronger products, more effective projects, and better outcomes for the people who rely on them, especially in public safety.From collaboration to innovation, this conversation highlights what it really takes to build with purpose and deliver results that matter.🎧 Listen now and join the conversation.#BeyondTheLaunch #PublicSafety #Leadership #Innovation #GovTech #Collaboration #ArtificialIntelligence #EmergencyCommunications

Episode Description:Most implementations fail not because of technology, but because of energy. In this mini-episode of Beyond the Launch, we explore ten practical and leadership-driven strategies to ignite enthusiasm across your organization during major projects and system implementations. From empowering new voices to building momentum and creating shared ownership, this episode challenges leaders to move beyond project management and into true engagement. If you want your next implementation to inspire and not exhaust your team, this conversation will change how you lead the process.

Exploring the Rise of “Customer Obsessed” with Emilee Schulzke VoegeleEpisode DescriptionIn this episode of Beyond the Launch, I sit down with Client Success Strategist and Manager Emilee Schulzke Voegele to explore an emerging term gaining traction in SaaS organizations: Customer Obsessed.As Customer Success continues to mature as a discipline, some leaders are reframing the conversation and shifting from reactive service models to enterprise-wide alignment around customer outcomes.But what does “Customer Obsessed” actually mean?Is it simply a rebranding of Customer Success?Or does it represent a deeper structural and strategic evolution?Together, we discuss:How Emilee defines “Customer Obsessed”Whether this is mindset, structure, or strategyThe implications for Customer Success leadersAnd how this shift impacts adoption, especially in complex, mission-critical environments like 9-1-1Because if Customer Success is about outcomes, then customer obsession may be about ownership at every level of the organization.

Hosted by Ivan Whitaker, MBA, PMPWhat if success wasn’t go-live, but the moment your user partners say, “We can’t live without it”?In the debut episode of Beyond the Launch, we redefine what Customer Success really means in 9-1-1 technology. Adoption doesn’t start after implementation. It begins in sales and must be woven through every stage of the journey.Because real success isn’t installing software.It’s becoming indispensable.