As Springshot grows, so does our commitment to building lasting, high-impact partnerships. In his new role as Director of Customer Success – Projects & Implementations, Mike Williams is focused on turning complex operations into scalable success stories. We sat down with Mike to hear how his work brings Springshot’s mission to life on the ground.
Springshot works across a wide range of operational environments. How do you adapt our implementation approach to meet the unique needs of each customer?
The Springshot platform stands out from other mobile workforce management solutions by offering a high level of customization through configuration, rather than requiring custom development. Every feature within the application is thoughtfully designed to support various types of operations while maintaining a standardized and intuitive user experience. Springshot users can seamlessly perform tasks across different positions and responsibilities, all while leveraging the same streamlined application processes.
Every project begins with listening to the customer to fully understand the problem that needs to be solved. Our team then conducts an onsite visit to gain a comprehensive understanding of the operation and learn about current challenges from frontline staff and local leaders.
One of my college professors put it best: “To solve any problem, you just need to reach into your toolbox and pull out the best tool for the job.” By taking the time to learn the operation and identify challenges, we can assess our theoretical toolbox of proven solutions to determine the most effective system configurations and processes. This approach enables us to capture high-fidelity data while minimizing change management.
My goal in any of our projects is to collect the most reliable and valid data possible without disrupting daily operations. The insights gathered are then used to analyze opportunities for improvement. Our projects usually start with solving one problem, but quickly evolve.
You often lead on-the-ground implementations. What’s the key to building trust during a high-stakes deployment?
Building trust during a high-stakes deployment starts with securing buy-in from both local leaders and frontline staff. While executive leadership has already recognized the value Springshot’s platform offers, effectively conveying this value to frontline employees is critical to the project’s success.
At first, employees may see the implementation as merely adding extra tasks and hardware to their workflow. However, trust begins when they understand how these changes will directly benefit them. By demonstrating how Springshot enhances on-the-ground communication and provides actionable data for recognizing performance and achievements, employees feel invested in the process. Once they see the tangible benefits, project success becomes almost inevitable
What have you learned from field visits that most surprised or inspired you?
During field visits, two things consistently amaze me: the ingenuity of local teams in developing manual solutions and the unwavering determination of frontline staff to overcome obstacles and get the job done. Whether it’s a spreadsheet, a paper log, or text messages sent from personal devices, local leaders and their teams often rely on whatever tools are available simply because they are unaware that a technological solution exists and can be easily implemented.
From initial conversations explaining how Springshot has solved similar challenges in the past to hands-on demonstrations showcasing how effortlessly we can configure the application to meet any operational need, the response is always enlightening. The positive feedback and enthusiasm reaffirm my sense of purpose, reminding me that I am exactly where I should be. Through these visits, I have had the privilege of meeting people from diverse nationalities and backgrounds, and I am continually struck by their kindness and willingness to embrace new ideas and solutions to improve efficiency. While I’ve occasionally encountered resistance from local staff when introducing our application, revisiting those operations a few weeks after go-live has been eye-opening. In each case, employees who were once hesitant have approached me to express their gratitude (some even shaking my hand) after realizing that our changes have significantly improved their daily work experience.
What about your new role is most exciting to you, and how will it benefit the relationship you have with our customers?
I have spent the majority of my career leading operations and managing performance in the aviation industry, where I take pride in solving complex problems and driving performance improvements through data analysis. My time with Springshot has allowed me to expand this expertise – not only in aviation but also in logistics and transportation – by applying the same strategic approaches across diverse operations. Now, in my new role, I am excited to leverage Springshot’s platform as a powerful toolbox for implementing creative solutions and best practices that enhance operational efficiency and add value to every organization that adopts it.
One of the most exciting aspects of Springshot is its ability to provide continuous improvements for all customers through each new release and enhancement. Our team ensures that every new feature and function is designed to benefit both existing and prospective customers. This customer-centric approach in design, development and implementation allows me to use my new role to foster stronger relationships and drive ongoing innovation, ensuring that our solutions evolve alongside the needs of those we serve.
As a long-time team member, how would you describe Springshot’s evolution, and how will your new role shape what comes next?
I still remember my first conversation with Doug and the Springshot team when I was considering joining. Seeing Doug’s passion for the platform made me realize that if I could share that same enthusiasm, we could truly make a lasting impact in the industry. At the time, there was nothing like Springshot on the market, and our team set the standard for workforce management solutions in aviation.
Since then, several companies have entered the space, but what sets Springshot apart is the passion and culture that Doug has instilled in all of us, fueling the continuous evolution of our products and solutions. What began as a tool focused solely on aviation cabin cleaning has expanded to serve countless roles within the industry and even extended into logistics, transportation, and hospitality, among others.
While the core principles of the application remain – providing an intuitive solution that empowers customers through data-driven improvements – it is the dedication of our team that ensures continued success. In my new role, I am excited to contribute to that ongoing evolution, driving innovation and helping our customers thrive.
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