In 2018, Blackbird Air, a flight-sharing app, was experiencing rapid growth but lacked the necessary data and insights to manage its operations effectively. With 500% business growth, it was essential to measure operational efficiency to ensure sustainability. However, the company had no reporting capabilities or key performance indicators (KPIs). Their CRM system was limited to basic customer service chat, and they had minimal data to present to investors or manage day-to-day operations.

Blackbird Air had a database tracking site traffic and a CRM with basic customer service chat functionality. However, it lacked any operational KPIs or the ability to generate meaningful reports. Without these insights, the company was missing opportunities to optimize customer experience and support its aggressive growth trajectory.

David reimplemented and configured the CRM system to enable advanced customer service functions and to track new operational KPIs that had not previously existed. Once these measures were defined and implemented, the system was configured to ensure accurate tracking, and the data was cleaned to make it dependable. He then integrated the newly generated data from the CRM with the analytics data from Mode, providing a unified view of operational, business and customer experience metrics.

With these comprehensive insights, he created weekly business reports and investor pitch decks that included measures like revenue, variable cost per contact, CSAT, conversion rates, and rebook rate. These reports gave leadership the data they needed to optimize operations and improve customer experience, while the pitch decks provided investors with a compelling narrative backed by clear, actionable metrics.

Secured $10 million in Series A within 6 months of implementing new reporting and system

Supported a 500% business growth

Integrated operational insights, enabling the team to make informed decisions and improve CX.

Expanded operations into five additional states and introduced flights to the Caribbean.