Michelle Bäßler

Built the entire post-sale operation from scratch — without existing processes, without documentation, with a minimal team, for a predominantly tech-averse clientele (60+).

The core was a hybrid decision and triage architecture of human and AI agents across four levels — from self-service, first-level, and specialist departments to management — with the goal that the team handles the majority themselves instead of escalating.

Including SOPs and governance:

KPI steering via Palantir Foundry.

Result:

Stable normal operation — around 40 new inquiries/day, most closed on the same day, first-level cases resolved within 1 to a maximum of 2 days.

A platform change was supported by skeptical existing customers rather than escalated.

Joined a system without governance and without a delivery structure. Built agile infrastructure from scratch: clear roles, structured backlog, explicit launch criteria, sprint cadence — and consistently protected development capacity from operational noise.

The in-house app platform was brought to market maturity in under 3 months after 9 months of stagnation — with the same developer who was previously stuck. Cohort-based migration, with deliberate parallel operation of two systems. Launch week: around 400 tickets (95% technical, anticipated and mitigated); the subsequent, deliberately scope-protected release generated exactly 6 tickets. Scaled to 700+ active customers in ongoing operations — without architectural disruption, without team burnout. Concurrently hired and integrated 12 employees across functions in 9 months.

Proof instead of claims: same developer, same week — the difference lay in the decision and process architecture, not the effort.

Continuous self-employment under my own name: organizational development, governance design, and AI-driven process architecture for founders and management teams — in corporate, SME, and scale-up contexts.

Current focus: agentic operating systems for SaaS products — MCP integrations, automation pipelines, onboarding and support infrastructure that sustains itself without ongoing manual intervention (first productized case study: a Real Estate SaaS pipeline).

Signature strength Large-Scale Facilitation: including moderation of a 50-person room at the Update Deutschland hackathon, C-level retrospectives, and leadership alignment across corporate, SME, and non-profit contexts. Principle: decisiveness can be built into any system — if you understand what truly hinders people from acting.