Simply Southern Pups

The Strategy

Simply Southern Pups had a throughput problem disguised as a customer service problem. Every sale required the same conversations, the same questions answered, the same explanations delivered manually. The bottleneck wasn't demand—it was the time cost of education at every stage of the buyer journey.

We brought them a system concept before production ever started: build a video infrastructure that does the heavy lifting across three critical phases.

Pre-Sale. Answer the questions customers ask before they're ready to buy. Breed information, process expectations, what makes this operation different. Eliminate the back-and-forth that burns hours before a deposit is ever placed.

During Sale. Reinforce confidence during the waiting period. Customers who've committed money but haven't received their puppy need reassurance and engagement. Video keeps them connected without requiring staff time.

Post-Sale. Preparation content delivered before pickup. Care instructions, what to expect the first week, supplies needed. When customers arrive informed, the handoff is faster and cleaner. Fewer calls after the fact. Fewer returns. Higher satisfaction.

The strategy wasn't "make a nice video." It was "build a communication system that scales without adding headcount."

‍