Crisis management

  • At an international toy manufacturing company, it comes to light that a product that has already been shipped out contains substances that could be hazardous to human health.
  • A product recall is unavoidable, as the health of children is at risk. The company faces severe damage to its reputation.

What needs to be done?

  • Alert strategic/tactical crisis management teams
  • Hold a telephone conference with all decision-makers and representatives of foreign production facilities in order to find the source of the production error
  • Provide relevant documentation in electronic form to all crisis management team members; assign tasks
  • Notify all suppliers about the product recall of the toy in question, as well as provide information on how to proceed
  • Set up an information hotline for all retailers and suppliers in order to answer incoming questions immediately and build trust in the process
  • Actively notify the media with press releases and press conferences
  • Monitor news portals and outlets after the product recall is announced in order to gauge the tone of the media and consumer reactions
  • Chronological log all information and decisions

FACT24 provides you with crisis management support - no matter what the situation!

One of the main purposes of crisis management is to successfully manage crises that cannot be prevented or identified early enough. Post-crisis analysis is also crucial to ensure that mistakes are not repeated in the future. Crisis communication is a significant part of crisis management. In the product recall crisis scenario described, it is extremely important that consumers, suppliers, and members of the media are informed of the contaminated toy as soon as possible in order to avoid severe damage to the company’s reputation.

FACT24 makes it possible to quickly and efficiently inform all relevant decision-makers about the unexpected problem and agree on how to proceed. For example, a telephone information hotline can be set up for crisis communication to provide information to consumers and suppliers.


With the Case Manager online collaboration platform, you can communicate with all key individuals in real time throughout the entire crisis. This allows you to exchange data and information continuously and in real time. Individual activities can be directly assigned to pre-defined executive officers, and the completion of these activities can be monitored. You can also subscribe to relevant information from news portals and social networks and incorporate them into your planning processes.


Case Manager also provides the benefit of a chronological record of all decisions made and actions taken in an audit-compliant crisis log. This allows you to stay on top of things in an emergency situation and perform a post-crisis analysis of the actions taken.