Case Study: The Sweet Taste of Fulfillment

A fast growing start-up, this premium Foods Company quickly rose to the top when it was featured in O, The Oprah Magazine’s 2009 holiday “O List”, after one of its delicious Jamaican rum desserts was gifted to you know who’s best friend.

The Challenge

With so much national exposure, Rumcake Fairy Dessert Company’s CEO approached SIMPLY VIRTUAL™ for help optimizing its order fulfillment processes. Although the company already had a partner in place to ship these delicious delights, the company wanted to inspire rave reviews by identifying a better process for responding to customer order inquiries originating from their website.

Our Solution

SIMPLY VIRTUAL™ worked with the CEO to develop a clear, but detailed map of the company’s current business processes and better understand where opportunities for improvement existed. Next we helped Rumcake Fairy identify key performance indicators (KPI’s) and leverage industry best practices to define standards for responding to customer inquiries that aligned with the company’s values and capabilities. This process enhanced the team’s ability to recognize success when they saw it.

Lasting Results

After documenting its processes & procedures, Rumcake Fairy opted to augment its staff with administrative resources from the SIMPLY VIRTUAL™ team to provide remote back office support to ensure customer inquiries were addressed 24-hour a day.

Applied Services: Process Improvement, Staff Augmentation

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