Future-Proofing

With additional planning and contingencies, Sunday Fundae will be more prepared in the face of adversity.

Core members of the Marketing, Fulfillment, Service team that work together closely during instances like this to ensure that all areas of the business are being covered during critical time periods.
Make sure that a specific channel is accessible to this team where they can gather protocol, quickly communicate and solve problems to the team to then escalate for approval with leadership.

After a surge issue like this one, conduct a thorough root cause analysis to identify which aspects of the supply chain or logistics need improvement.
Use customer feedback from the complaints to identify the main issues and improve product quality and distribution for future launches.

Track different types of complaints and issues that occur month-to-month and in various seasons to find patterns and catch things (especially when we don’t have YoY data)
Utilize AI or other tools to automatically categorize issues that can alert us when we reach higher percentage rates in comparison to YTD percentages.

After understanding the root cause of the product quality issue, create new SOPs that deal with this problem so that if anything similar happens in the future, we would learn and improve upon the last time.

Conduct regular risk assessments to identify potential areas where quality could be compromised and develop mitigation strategies. Especially in hotter days of the year when you are most likely to incur issues with something like ice cream (or chocolate :)

Create a more detailed, informative educational resource for both your customer support teams and customers.
Improve FAQs on the website: Educating the customer on what they can expect for issues around shipping, for instance, may help decrease the amount of tickets we have for shipping issues, etc.
- For example, if a customer lives in Arizona, and we deliver ice cream in the summer and the package was left outside for x hours, it’s likely that the product would be damaged upon opening. Having that information in our ordering language and service-level agreements may help with htis.

Build additional contingency plans in place for dealing with quality issues, such as a rapid-response team that can troubleshoot and fix production problems before they escalate.