A quality and complaints system for a fast-growing nutrition brand.

The client.

A direct-to-consumer nutrition brand. It sells straight to its customers, so every complaint comes straight back to it, with no retailer in between.

The problem.

The business was growing quickly. More orders meant more customer contact, and more of it about quality: a damaged pouch, a late delivery, a product that did not taste as expected.

The quality team had started with the tools every young company starts with. They worked at first. As volumes grew, the team was spending its time keeping records up to date and had less and less left for acting on them.

What we built.

A quality and complaints system built around the way the client's team already worked.

• Complaints. Each one logged, categorised and investigated in one place, with a recorded outcome.
• Supplier documentation. Certificates and specifications held against each supplier, with reminders before anything expires.
• Quality reporting. Trends by product and category, so the team can see a problem forming before it becomes a large one.

Built to keep up.

A fast-growing company cannot write a full specification, because next year will not look like this one. So we did not ask for one. We built the first version around the immediate problem and have extended it in stages as the business has grown.

Where it is now.

The system is in daily use, and we continue to develop it with the client's team.