Introducing the onX Customer Success Team

August 29, 2019 | Products

When you call or email for product support or to share a hunting story, these are the folks that answer. As we head into the season, know that our Montana-based crew is here to help.

In addition to all the product features and engineering wizardry that set onX Hunt apart from the competition, we have an exceptional group of people doing the work. With offices in Missoula and Bozeman, you can be assured that when you give us a call to ask a question about the Hunt App or tell us your ideas for how we could improve the product, you’ll be talking to real people who are passionate about the outdoors and care deeply about ensuring your needs are met.

Things are about to get busy for our Customer Success team, so we caught up with the crew to learn about their interests, gather tips on how to get the most out of onX Hunt and hear some of their favorite hunting stories. These folks know onX Hunt better than anyone, and their commitment to world-class customer service is unrivaled.

· · ·

Torry

Three Years with onX
Training and Quality Assurance Expert

What are your preferred outdoor activities?
I enjoy being on any of our local Montana waters fly-fishing or just floating with my family and friends. Backyard gatherings and folfing (disc golf) are always fun, too.

What’s your favorite outdoor story or experience?
Working in Customer Success, we hear tons of stories from our users. Probably my favorite customer story that was shared with us is when a customer was using our App and found a sliver of public land. When they got there, it was posted as “Private - No Hunting”. Using our App, he verified that it was public with a local game warden and ended up harvesting a bull elk. When he got back to his vehicle there was a threatening note and they’d drained his oil out of his rig.

What’s the best part of your job?
I work at a place where customers take time out of their lives to let us know how happy and excited they are about using our product. The fact that they’re going to be telling their stories and onX is a part of it is amazing! I’ve never reached out to a company to say they’re doing a good job and that I was happy. I always say that I’ve been chewing Trident gum all my life but at no point am I going to tell them, “you’ve got a great stick of chewing gum!” But this happens all the time in our department. I challenge you to think of ANY product that you use in your life that you feel so passionate about that you reach out to the company and tell them you appreciate what they’ve created.

Are there any Help Center articles or blog posts you would like our customers to read?
All of our articles on our support page are great. We’re always trying to add more screenshots and GIFs along with the step-by-step instructions on how to do a particular thing. If I had to FORCE everyone to read one article it would be how to save maps for offline use to make sure EVERYONE fully understands how to see your location while in the field and out of cell coverage.

If you could clear up one common misconception about the Hunt App, what would it be?
We have a great product that I find myself using multiple times a week. It’s not just for hunting and fishing anymore. And while we know our product is great, mistakes do happen. Names may sometimes be incorrect or a boundary may be a little off. We take these errors seriously and know that it can be impactful to an outdoor adventure. We have the ability to report those errors in-app, and we’ll circle back with you when those errors are corrected. We want to make sure we close the loop and let people know when things are fixed. There are some times where it takes some time for us to dot our “i’s” and cross the “t’s” to make sure that when we’re providing a fix, it’s correct.

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Kipp

One Year with onX
Offroad Subject Matter Expert

What are your preferred outdoor activities?
Archery hunting for deer and elk.

What’s your favorite outdoor story or experience?
It’s never easy to choose a favorite time in the woods, but since I started with onX it has to be the University of Montana / Backcountry Hunters & Anglers mentorship hunt where Zach Condon killed his first bull elk and we had the opportunity to spend some time in the woods with new hunters, John and Atlas.

What’s the best part of your job?
Sharing values and ethics toward natural resources with the company and colleagues.

Are there any Help Center articles or blog posts you would like our customers to read?
I might be a little biased, but I would point customers toward Zach’s Story: Bagging His First Bull Elk While Mentoring Youth with the Backcountry Hunters & Anglers

If you could clear up one common misconception about the Hunt App, what would it be?
How to access the extended forecast in the Wind & Weather feature.

· · ·

Jenn

New to onX

What are your preferred outdoor activities?
Hiking, backpacking, camping—really anything out in the beautiful sunshine and mountains with friends.

What’s your favorite outdoor story or experience?
I love when you are camping at a mountain lake with no one around, no cell service and it’s just you and the wildlife. Life just slows down, and it becomes so simple and relaxing. I always ask myself why I love backpacking on the way up as I’m dying of exhaustion, but once you reach that destination it is 100% worth it.

What’s the best part of your job?
I love talking to people and hearing their stories about hunting, hiking or whatever it may be. I strive to be the person that makes their day a little bit better.

Are there any Help Center articles or blog posts you would like our customers to read?
Our onX Hunt App user guide was a great tool for me when I was first learning the App.

If you could clear up one common misconception about the Hunt App, what would it be?
It’s not just for hunting. We have great resources for any outdoor activity.

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Zach

One Year with onX
Marketing Subject Matter Expert

What are your preferred outdoor activities?
Hunting is number one for me. I’ll do everything big game in the fall, starting with archery antelope in August and elk and deer until Thanksgiving. In the off season, I like to take my family out on our new raft as much as I can, and I love to trail run to both explore new places and get in shape for hunting season. In all of these adventures, I am using the App and the Offline Maps non-stop.

What’s your favorite outdoor story or experience?
My elk hunt last year with onX and BHA mentoring University of Montana students.

What’s the best part of your job?
I like talking to customers about hunting and using my personal experiences to relate to what they’re trying to do with the App. I know that by helping them, I have a small part in the success of their hunt.

Are there any Help Center articles or blog posts you would like our customers to read?
You can use onX for anything and everything you do outdoors. I like our blog post on using the App for summer fishing because it highlights fly fishing and how you can use the App to enhance that experience.

If you could clear up one common misconception about the Hunt App, what would it be?
Waypoints in general. Many users do not know all the different options available with Waypoints, whether it is the different colors, the icons or the fact that they sync between devices.

· · ·

Sarah

Four Years with onX
Web Map Subject Matter Expert

What are your preferred outdoor activities?
Fishing, hunting, camping and hiking.

What’s your favorite outdoor story or experience?
My favorite moment so far is my daughter’s first successful hunt. She harvested a doe and could not contain her excitement and yelled, “I got her!”

What’s the best part of your job?
The best part of my day is hearing success stories from customers. I’m always so excited we were able to help them find access that allowed them to harvest an animal.

Are there any Help Center articles or blog posts you would like our customers to read?
I would encourage them to read any blog about trapping. Trapping is a huge part of our heritage out West, and it is becoming a lost art we need to carry on.

If you could clear up one common misconception about the Hunt App, what would it be?
Adding a Waypoint in Map Tools marks the center of the screen and not someone’s physical location. They need to use Mark My Location to mark their spot on the screen.

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Jack


One Year with onX
iOS Subject Matter Expert

What are your preferred outdoor activities?
Hunting is my favorite activity by far. When it’s not hunting season, I enjoy fishing, snowboarding and snowmobiling.

What’s your favorite outdoor story or experience?
Last season, I was fortunate enough to kill an eight-point whitetail buck with my grandpa’s old deer rifle out of his old stand. I had seen a buck try to breed a doe a little earlier in the morning, but they both ran off before I could get a shot. About twenty minutes later, I heard some sticks breaking, so I grunted on my grunt tube a couple of times and the buck stepped out of the brush. At the shot, he dropped in his tracks. It was a really special memory, especially since I had never even seen a deer out of my grandpa’s stand before that morning.

What’s the best part of your job?
My coworkers at onX are awesome. Their passion for the outdoors, and their passion for helping onX users enjoy the outdoors, makes this a really fun place to come to work every day.

Are there any Help Center articles or blog posts you would like our customers to read?
I really enjoyed the recent series Mapping Whitetails with The Hunting Public. I grew up hunting whitetails in Minnesota and still enjoy hunting them, both in Minnesota and Montana. As much time as I’ve spent chasing them, there is still a lot of information to learn and The Hunting Public guys really break down how to combine the onX Hunt App and boots on the ground scouting to find good places to hang a stand or hunt from the ground. Anyone that hunts whitetails, whether they’re on private or public land, can take something useful away from this series.

If you could clear up one common misconception about the Hunt App, what would it be?
I often hear from onX users who are not aware that their markups automatically sync between their phone App and the Web Map. It is a really great feature that allows someone to scout out their trip on their computer, mark Waypoints of areas they want to check out and then take their phone into the field and put all that scouting to work. When they return, they can view the markups they made in the field and view them on the larger screen of their computer to really get the big picture of the area they are scouting.

· · ·

Tito

One Year with onX
Feature Request Subject Matter Expert

What are your preferred outdoor activities?
Hunting, hiking and fishing.

What’s your favorite outdoor story or experience?
My first archery harvest in 2017.

What’s the best part of your job?
My favorite part of my job is helping customers with features that they may not have known they had access to—for example, offline maps for areas that do not have cell coverage.

Are there any Help Center articles or blog posts you would like our customers to read?
I’d say the most beneficial help article would be Saving Offline Maps. Outside of property ownership, I’d say this is the most important feature in our App which unfortunately some customers do not know we have.

If you could clear up one common misconception about the Hunt App, what would it be?
I’d say the biggest misconception would be customers that do not know they can sync content from a GPS to their phone and vice versa. I’ve seen a considerable amount of customers decide to purchase a Membership after being made aware that any content created on one device can be transferred.

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Ryan

Three Years with onX
Instruction and FAQ Subject Matter Expert

What are your preferred outdoor activities?
Hiking, kayaking and skiing. I just started hunting, and I think this is the year I’ll harvest my first trophy!

What’s your favorite outdoor story or experience?
Being chased by a black bear in Glacier National Park and acting like I wasn’t scared to impress my girlfriend.

What’s the best part of your job?
Hearing stories from customers about how onX helped them on their adventures.

Are there any Help Center articles or blog posts you would like our customers to read?
How to Save, Test, and Use Offline Maps - testing maps before you head out is CRUCIAL.

If you could clear up one common misconception about the Hunt App, what would it be?
Not all government land is publicly accessible. Double-check with the local authorities before accessing any parcel of government land.

· · ·

Craig

New to onX

What are your preferred outdoor activities?
I love to fly fish, hunt and camp.

What’s your favorite outdoor story or experience?
I grew up hunting whitetails near Townsend, MT. My dad first took me there when I was about five or six, and to this day we still go there and spend time together. Is the hunting good there? No. Are there a lot of people that hunt there? Yes. But that place is really special to me.

What’s the best part of your job?
Working at onX is really exciting—the people that work here make the job a blast. Our CS team is a really great bunch of people. They are super welcoming and patient as I ask them dozens of questions about the job.

Are there any Help Center articles or blog posts you would like our customers to read?
When I first got to onX, I read a blog that one of our own CS agents Zach wrote about his first bull elk harvest. This was a great story of a couple of our CS team members (Zach and Kipp) showing a couple new hunters how to elk hunt.

If you could clear up one common misconception about the Hunt App, what would it be?
onX Hunt is not just for the hunter. Anyone who recreates outdoors should try this product. It is an unbelievable tool that people who love the outdoors should have.

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Chris

One Year with onX
Android Subject Matter Expert

What are your preferred outdoor activities?
Fly fishing, rafting and hunting.

What’s your favorite outdoor story or experience?
My first ever elk hunt stands out as an all time favorite. It was September in Colorado and I didn’t even have a tag, so was just along to learn. Just seeing big bulls up close for the first time was worth the miles we put in.

What’s the best part of your job?
I love hearing about how our customers have used the App in the field to find success. It’s so awesome that we get to be a part of everything coming together on a big hunt!

Are there any Help Center articles or blog posts you would like our customers to read?
As an onX customer, I remember when I first started using the product I wasn’t aware of some of the navigation features we offer. I’d recommend that everyone check out our articles about using the compass in the App as well as how to use the Go-to feature.

If you could clear up one common misconception about the Hunt App, what would it be?
Waypoints, lines, tracks and shapes are all stored separately from your Offline Maps. Deleting a map will not remove your content.

· · ·

Cody

New to onX

What are your preferred outdoor activities?
I love fly fishing and archery hunting the most, but if its outdoors, I probably love it.

What’s your favorite outdoor story or experience?
Picking out one specific time from a lifetime of outdoor adventures is difficult. I would have to say that all of the times being outdoors with my Dad and other family members top my memories. Whether it be shooting my first antelope with my dad or teaching my sister how to fly fish, it’s always been more the people I’m with that make the moment great.

What’s the best part of your job?
I love talking with people and hearing all of the different stories. We are lucky to have an awesome customer base that is really fun to talk with.

Are there any Help Center articles or blog posts you would like our customers to read?
I would suggest that everyone take a look at the Wind & Weather article on our support page. I think that this is a very cool feature that we have that is under-utilized. There are a ton of practical uses for the information that is provided in that section.

If you could clear up one common misconception about the Hunt App, what would it be?
I think the biggest misconception that I’ve seen is that we are a “hunting app.” Now, obviously our product is called onX Hunt, but there are so many awesome uses that I have heard since being on the phone with people. Other than hunting, I have heard from people who use the app for real estate purposes, as a farm management tool and many more uses. OnX Hunt’s uses are as endless as our customers’ imagination.


Header Image: Dan Sullivan