Clemens Rath

As a member of the mobility services standards association ACRISS, I led the development of a health and safety standard for the driver services industry to protect passengers and drivers from COVID-19 infections.

Building and testing of a Minimum Viable Product (MVP) to test hypotheses on a modified business model in several markets. The results gave insights on how short notice bookings could be processed and lead to a higher yield and less empty rides.

Blacklane has become the world's leading ground transport and airport service company for business and upper class travelers via a wide range of quality management efforts and the application of the Net Promoter Score (NPS) method.

Acquiring a massive amount of high quality professional driver companies is critical to success for Blacklane's massive growth. To achieve this, we completely re-engineered the onboarding process for new partners and implemented automation and self-service where possible. This reduced the manual effort and cycle time by >70%, the number of involved IT systems by 2/3, and so assures scalability.

Despite the fact that Blacklane provides an excellent level of service quality, Blacklane's customers are also very demanding. So an efficient and effective complaint management was needed to allow to further scale with the double digit numbers. The driver side of the complaint management got widely automated which inhibited calculation errors and reduced the effort by >60%. In addition a defect taxonomy was implemented enabling Blacklane to fix the root causes of recurring defects.

In addition to a careful selection of professional driver partners, driver training is key to the provision of a safe and high quality chauffeured service. We implemented a modularized blended online training which assures that Blacklane's drivers know all safety and quality regulations and internal procedures. All modules are mobile friendly and end with a multiple choice test which needs to be passed at 100%. In a subsequent on-site or video interview remaining questions get addressed and an… Show more

In addition to a careful selection of professional driver partners, driver training is key to the provision of a safe and high quality chauffeured service. We implemented a modularized blended online training which assures that Blacklane's drivers know all safety and quality regulations and internal procedures. All modules are mobile friendly and end with a multiple choice test which needs to be passed at 100%. In a subsequent on-site or video interview remaining questions get addressed and an additional selection takes place, followed by regular audits on site, e.g in London, Paris or New York. Show less

For a company with a global footprint and the size of eBay it is a challenge to assure a consistent customer experience at a high quality level across 20 mostly outsourced customer service call centers worldwide. The implementation of the CMM standard was the first of its kind and helped to improve both eBay customer service's Net Promoter Score (NPS) and customer satisfaction with double digit numbers.

Program management for all quality-related projects of a EU-funded transformation project within eBay's global customer service with >2,000 involved staff and a multi-million Euros funding volume. The project was one of the key initiatives of eBay's move of it's European headquarter from Berlin to Dublin.

After the merger of two leading German railroad service companies with very different and partially misleading and highly inconsistent cost and pricing structures, we implemented a new structure based on the most efficient best practices from both merged companies. In addition to the project goal of implementing a consolidated cost and pricing structure, we were also able to reduce average project costs by a double digit number.

Product design, development and operation of one of the first web-based website builders - a SaaS application long before the term Software as a Service was invented

Consulting and hands-on turnaround support for the transformation of a local offline travel agency in a rural area to a leading, trans-regional online travel agency specialized on adventure travel. The agency could triple their revenues, hire new staff and become profitable within one year.

Implementation and operation of a web-based online shop for outdoor equipment. Hand-coded with a text editor. Pivoted after two years after realizing that not enough outdoor enthusiasts were online for a profitable business in these early years of the WWW.