Proposed Tasking Images

Challenge

In satellite tasking, a provider sometimes captures an image that narrowly falls outside the order's parameters: say, 12% cloud cover when the order allows 10%. Despite often being perfectly acceptable to the customer, this would stall the progress of their order. When I joined the Tasking Team, Customer Success would offer these proposals to our customers individually via email. This was a long-standing pain point for customers and for Customer Success alike.

Solution

To simplify things, we brought this process into the platform. Proposed images now appear on the order itself and the customer can compare each image preview against the order's parameters. "Accepting" an image adds it to the customer's order, "rejecting" means capture attempts will continue until parameters are met.

Result

The feedback from our customers as well as from our Customer Success team has been universally positive and, funnily enough, one of our primary customers even discovered the feature on production before the release announcement and messaged us to express their gratitude.