The 2014 China Post Letter and Delivery Key Work Promotion Conference held in July proposed that the letter business should be customer-centered, expand the two major markets of delivery and culture and media in depth, continue to expand the three types of businesses of domestic and international small parcels, commercial letters and bills, and seals, and make efforts to improve the quality of operation, marketing capability, market share and brand influence. To promote the development of letter business to a new level. In order for postal enterprises around the world to better put the development ideas put forward by the meeting into practice, this edition continues to publish a number of postal enterprises around the world in the letter of the typical development of different business experience, please pay attention to.
Hebei Province Postal Corporation takes the holding of commercial performance and exhibition activities as an important initiative for the transformation and development of postal enterprises and the entry into the cultural media market, and carries out market-oriented operation with commercial performance and exhibition activities as the core, integrates products, marketing, channels and other resources within the enterprise, and meets the needs of customers for culture, publicity and benefits while obtaining economic benefits, establishing a brand of postal commercial performance and exhibition activities.
As of the end of June, Hebei Post has held 148 commercial performances, realizing income of 10.51 million yuan, directly covering the crowd of 140,000 people, performance activities covering 68 counties (cities, districts), county coverage rate of 51%; exhibition activities held 52, realizing income of 7.93 million yuan, covering 45 counties (cities, districts), county coverage rate of 34%.
Pilot exploration start
In order to enter the cultural media market, Hebei Province, the company for the cultural industry, the core layer, peripheral layer, the relevant layer of in-depth study and discussion, and ultimately identified the cultural industry of cultural performances, cultural performances, mass cultural services, advertising, exhibition services and other content as the entry point to the commercial exhibition and exhibition activities as the core content and grasp, driven by innovation, Project-driven, county-driven "three-movement strategy" as the guiding ideology, with the province's tour as the characteristics of the commercial performance operation mode and "no exhibition to create exhibitions, exhibitions exhibitions" exhibition ideas, to explore the letter business in the operation concept, mode of operation, project planning, product development and other aspects of the innovative road. The company is also exploring the innovative path of letter business in operation concept, operation mode, project planning, product development, and so on.
The commercial exhibition activities are adhering to the guiding ideology of "innovation, transformation and integration". In the early stage of promotion, through extensive negotiations with social professional organizations, we have selected Baihe Media Company, which is rich in resources, strong in innovation and experienced in cooperation with the postal service, as our partner. Cooperative media companies are responsible for providing repertoire and landing implementation, the postal service is responsible for putting forward the performance demand, commercial operation and promotion of performance activities, the province, city and county letter department **** with the composition of the implementation team, responsible for planning, investment, publicity, implementation and other work of the whole process. After a lot of research and analysis, to determine the "Hebei Post Fairytale World" as the main brand to try, the first batch of Tangshan and Chengde pilot. 23, 24 November 2013, Tangshan Qian'an, Fengnan successfully held four children's theater performances; January 1, 2014, two children's theater in Chengde Grand Theatre successfully held. 6 children's theater pilot run. The pilot run of 6 children's plays was successful, generating revenues of 760,000 RMB, with a profit margin of over 50%. The Hengshui branch was selected as a pilot site for convention and exhibition activities in Hengshui, which has a lower level of market competition and higher demand potential. Hengshui Branch accumulated experience and explored models by organizing small-scale and diversified exhibition activities. on February 14, 2014, Wuqiang County Post Office jointly organized the first caravan exhibition and square dance competition with the local government, which kicked off the province's postal exhibition activities; during the "3-15" period, five county (city) bureaus organized the first caravan exhibition and square dance competition, which was held in Jizhou, Zaoqiang, Anping, Raoyang and Wuyi. Five counties (cities) held colorful exhibition activities, such as "Wuqiao acrobatics + exhibition" combined with local characteristics of the show, home building materials derived from the caravan exhibition, combined with philatelic business "caravan exhibition + philatelic exhibition", for the family of the "RV Show + Motivational Speech" and so on.
Practice to improve the model
After the successful operation of the pilot, Hebei Provincial Company, in the form of "provincial and county through train", formed a working group of the commercial exhibition activities to go deep into the grassroots, to the municipalities and counties to carry out ideological propaganda, training tours, experience promotion, and organization of on-site observation, etc., to solve various problems arising in the process of promotion of the activities, so as to solve the problems of the activities. In order to solve various problems in the process of promoting the activities, it has unified the ideas, patterns and forms. By the end of June, the working group of the commercial exhibition activities has visited 192 county-level bureaus and held 107 on-site training sessions.
In the process of promotion, Hebei Province accumulated experience, sorted out the problems, and gradually formed a commercial show activities "three steps" development ideas and "four unified" guiding ideology. The so-called "three steps", the first step is to highlight the unified action of the province's postal service, accumulate experience in commercial performances, and familiarize with the operation process and business model of the activities; the second step is to carry out the "de-retailization" of commercial performances, build a platform for postal commercial performances, and carry out channel operations to gradually explore the development mode of postal commercial performances. The second step is to carry out "de-retailization" of commercial performances, create a platform for postal commercial performances, carry out channel operations, and gradually explore the development mode of postal commercial performances; the third step is to realize the private customization of performances, carry out channel operations comprehensively, and form a regular routine of performances and scales to create customized performances for large customers in the industry, and provide private services for high-end customers. The so-called "four unity", refers to the "three steps" in the process to unify the brand, unified image, unified control, unified model.
Convention and exhibition activities are in accordance with the main line of "creating exhibition without exhibition" and the development idea of "exhibition with exhibition" as synergy, gradually realizing the "three platforms" with convention and exhibition as the core. The creation of three platforms: the initial stage of shaping the postal service brand image and the establishment of a comprehensive marketing platform, the promotion period to build a data-driven precision service platform, and ultimately to build a comprehensive social service platform covering urban and rural areas, diverse services, benefiting people's livelihoods, and the government's satisfaction.
At present, the company in Hebei Province has formed three major brands of commercial performances, namely "Fairytale World", "Times Classics" and "Sound of Spring", which cover all kinds of precise groups and seasonal markets. The seasonal market, various forms of performance activities are endless, such as the outdoor performance of opera at the Peony Festival in Baxiang organized in conjunction with local festivals, acrobatics in Wuqiao with strong local characteristics, outdoor performances by the Heart to Heart Art Troupe in the scenic area of Huoxi Zhai, and children's drama of "Pandemonium in the Palace of Heaven" in conjunction with the debut of "Pandemonium in the Palace of Heaven" stamps, etc. On May 19, the Cangzhou City Branch organized the "Fairytale World" commercial performance. May 19, Cangzhou City Branch of the "Chinese wind Yan Zhao Fei song" large-scale concert will be the postal commercial activities to a climax.
Through the continuous operation of all kinds of performance activities, the mode of commercial performance activities have been continuously tapped and innovation, initially formed a focus on investment promotion, ticket sales for the additional profit model, the use of the performance site into the local economy of the "commercial performance + exhibition" mode, the Cangzhou branch of the "China Wind Yan Zhao Fei Song", "China Wind", "China Song", "China Song", "China Song", "China Song", and other children's shows. Wind Yan Zhao Fei Ge" concert as a representative of the "resource fusion **** enjoy" integrated marketing model. In the course of practice, the Company has also fully utilized the customer resources of the Company in the real estate, communications, automobile, finance, retail, insurance and other industries, and combined them with local cultural activities, initially forming the "Caravan Show", "Cultural Activities + Exhibition", "Tourism Activities + Exhibition", "Commodity Fair", "Tournament + Exhibition", "Wedding Expo" and other six types of exhibition models. The exhibition mode.
Suzhou, Jiangsu Province, "three passes" transformation plan
Continuing with the Group's strategic positioning of the letter professional to become "the leading sender of the market" and "database marketing solutions provider In line with the strategic positioning of the Group to become a "leading sender in the market" and a "database marketing solution service provider", Suzhou Branch of Jiangsu Provincial Postal Company has taken "government", "business" and "people" as the core to promote the transformation of the letter profession from a business-oriented to a solution provider for the customers. business-oriented to the integrated marketing-oriented transformation and development of providing solutions for customers.
In 2014, Suzhou Branch of Jiangsu Provincial Post Company continued to maintain the steady development of the letter profession. 2013, the branch letter profession realized revenue of 448 million yuan, accounting for more than 1/4 of the total revenue of the province's postal letter; in the first half of this year, it has realized revenue of 279 million yuan, which completes the 60% of the annual plan, with a year-on-year growth of 7.2%.
Through the government
From seeking government consumption to provide the government with mail service optimization, convenient policy communication, government activities to promote the transformation of integrated service solutions. This year, the Suzhou branch's revenue from the government market has exceeded 7 million yuan.
Deeply plowing into the government service market to improve the level of government service. The Suzhou branch has changed its mindset, starting from the implementation goals of fairness and transparency, high efficiency and equality, and simplicity and standardization of government services, tapped into the just-demanded application of letter delivery in the government service market, and developed the project of issuing retiree cards and certificates for the Employment Management Center, the project of sending sewage fee charging notices and tickets for the Environmental Protection Supervisory Brigade, and the project of mailing letters of eligibility for certification of social security treatment in different places for the Social Security Center.
Strengthening the interaction between the government and society and building a channel to convey convenient policies. Improving the ability to serve the people is the starting and ending point of government-society interaction. Suzhou Branch, in cooperation with the Municipal Civilization Office, has developed a citizen's handbook "Home in Suzhou", which carries citizen interaction information from the government and public utilities and provides citizens with convenient information and consulting services. This year, the handbook has reached 2 million households and enterprises, realizing a revenue of 3 million RMB. Kunshan, Zhangjiagang and other county-level bureaus have successfully replicated the model.
Focusing on political hotspots and building public welfare publicity bridges. The Suzhou branch paid attention to political hotspots, planned and implemented a car-free day project, and cooperated with the Transportation Bureau and traffic police to carry out civilized travel projects, achieving a cumulative revenue of more than one million yuan. After the promulgation of the new traffic regulations, the branch quickly cut into the new traffic regulations into the community, into the unit, into the family and other activities, through investment in the development of household brochures. In addition, the annual vehicle inspection notice project planned by Zhangjiagang Bureau and the old motor vehicle early elimination subsidy project by Changshu Bureau also realized a cumulative income of nearly one million yuan.
Tongshang
Seizing its positioning as a "market leader in the shipping market" and a "provider of database marketing solutions", Tongshang has put its transformation and development into practice by taking the market and the industry as its guide.
Promoting the upgrading of registered delivery and expanding the market share of mail delivery. With the opportunity of the new product of registered mail, the company tapped into the demand of customers for mail delivery and expanded the market of mail-order business letters. Aiming at the markets of bank and enterprise bills, telemarketing insurance policies, commercial card letters, hospital documents, membership enterprises and invoices, court documents, etc., we carried out the special marketing activities of "1,000 Hundreds of Customers" for the registered business of same-city delivery through the data-driven, and carried out the great visits to meet the market demand of the delivery market, with a cumulative total of more than 3,800 visits, and 111 new registered customers, and 66 active customers. The total number of visits to more than 3,800 units has increased to 111 registered customers, 66 active customers, and more than 40 business customers have been developed for more than two times, with new revenues amounting to millions of yuan. Up to now, the five major banks of China, Agriculture, Industry, Construction and Transportation have achieved full coverage of the banking and enterprise bills, and successfully developed small and micro-banks such as Hengfeng, IBK Enterprise Bank, Tyrone, Zheshang, etc.; Pacific e-sales policy project was piloted in some areas, with an average monthly delivery volume of 400 pieces; BOC credit card new card opening averaged 2,000 to 3,000 pieces per month, and the successful development of the card letter delivery business of the mobile, telecom, etc.; various types of hospitals' medical examination documents, associations, and journals were sent, and notices of house delivery were sent to more than 40 customers. We have also successfully developed the mailing market for medical examination certificates of various hospitals, journals of associations, notices of house delivery, notices of parking space purchase, and various types of invoices.
Integrating the advantages of media resources to promote the transformation and development of letters. The integration of postal owned media and outlets media, and social advantage of the media for resource replacement, mutual agency, the establishment of letter media as the core of their own media platform. Suzhou Branch has successfully developed its own media such as outlet running screen, LED display screen, newspaper kiosk, postal code plate; built its own electronic screen, three-sided flip and other advantageous media; superimposed microblogging, WeChat and other new media; and traffic broadcasting, bus body media, rail transit and other media resource replacement. In the first half of the year, 1.86 million yuan of revenue was formed through the media-oriented operation.
Providing package solutions around customer needs. Suzhou Branch focuses on social hotspots and customers' individual needs, integrates media promotion and activity planning, provides customers with comprehensive service solutions, and plans business development opportunities for the letter. In the first half of the year, the branch carried out tulip culture festival activities in conjunction with the popular attraction "Baimajian", and sent promotional letters to young people, generating revenues of RMB 500,000; organized the activity of "sending excellent movies into the community and bringing cultural services to the residents", and realized revenues of RMB 250,000 on average for each open-air movie screening activity; combined with the activity of "Baimajian", the branch provided a total of RMB 1.5 million in revenues. The average income of each open-air movie screening activity is 250,000 yuan; combined with the release of the Citizen's Handbook, a large-scale home expo was jointly organized with 365 Home, generating income of nearly 3 million yuan.
Tongmin
Enriching the variety of personalized letter products, building a brand of personalized letter service, and expanding the personal consumption market.
Researching and developing new products to gather personal customers. Suzhou Branch introduces or develops marketable personalized products from its products. For example, the "Doraemon" series of themed covers that came into being along with the "Doraemon" touring exhibition craze, the customized "Touring the Yangtze River Delta" postcard sets and "Transformers" themed covers to meet the needs of the Yangtze River Delta tourism. The "Transformers" theme cover. Among them, the cumulative revenue of "Travelling the Yangtze River Delta" exceeded RMB1 million; the "Doraemon" series of themed covers relied on the pull of activities, generating a cumulative revenue of RMB360,000; the "Transformers" series of products were specially developed by the Suzhou branch with a view to targeting the personalized consumer market. The branch took the "Transformers" seal products mainland market exclusive agency rights, launched two weeks sales exceeded 1 million yuan.
Testing micro-marketing, active personal market. Seizing the media characteristics of the personal market of "consumer convenience and enhanced sense of experience", Suzhou Branch utilized the WeChat platform, combined with the 3G WeChat postcard self-service printing terminal that integrates the functions of advertisement media release and interactive postcard experience, to enter various exhibitions, tourism and cultural activities, holiday roadshows and campus activities, and provide value-added services for customers. The new media of Suzhou Branch provides value-added services for customers. The new media micro-printing advertisement of Suzhou branch realized the transformation of letter media from a single paper medium to a media platform integrating display, experience and dissemination by implanting customer activities, industry deployment and advertisement investment in a "three-step" strategy.
Hangzhou, Zhejiang Province, warehousing fusion meter
Where warehousing, logistics is where the postal consideration of how to build warehouses is the postal participation in the e-commerce distribution market competition must study the subject. Hangzhou Branch of Zhejiang Provincial Postal Company through the introduction of "warehousing + delivery" mode, greatly enhancing the "two packages" business market competitiveness.
How can postal enterprises transform from a single delivery service to a diversified comprehensive service?
Zhejiang Postal Company Hangzhou Branch of the way to deal with - the introduction of "warehousing + delivery" service mode. Currently has built Fuyang Lingqiao, Lin'an Longgang, Sandun, Development Zone, four warehousing bases and put into operation, is expanding Shiqiao, Yuhang two warehousing bases. After the construction, Hangzhou branch will have warehousing area of tens of thousands of square meters. By the beginning of July this year, the branch has "warehousing + shipping" type of customer 28, the formation of revenue of 8.9 million yuan.
Construction method
Hangzhou has a warehousing service of the main force has three types: a class of Jingdong, Amazon and other e-commerce platforms to build their own warehousing centers, in addition to meet their own needs, will be the excess warehousing space is open to third-party use; a class of professional third-party e-commerce warehousing enterprises; a class of express delivery enterprises to build warehousing and distribution of integrated projects, in addition to more convenient, fast, but also through the support of the end of the distribution network. With the support of the end of the distribution network to provide value-added services to customers, which has a certain impact on the development of third-party warehousing enterprises space.
Hangzhou branch draws on these three types of warehousing service model, through self-built, leasing, resource cooperation and other ways to build warehouses, in order to attract e-commerce customers or third-party logistics providers to move in. In the location of the warehouse base, the branch focuses on reflecting the advantages of networking. Fuyang Lingqiao warehousing base is located near the exit of the expressway Fuyang Lingqiao, less than 30 minutes drive from the central office of Hangzhou Postal District, can be directly on the domestic parcel collection and mailing processing, extending the customer checkout time, shortening the time limit for processing, and improving the delivery and transportation efficiency. Longgang Town, Lin'an City, is the country's fried goods base, where there are not only hundreds of nut processing enterprises, but also a large number of e-commerce customers. Lin'an Bureau Longgang Post Office is located 50 meters from the exit of G56 highway, which has a superior geographical location. Through repeated communication with local e-commerce customers, Longgang Post Office has carried out the transformation of its own site and built a 1,000-square-meter warehousing base for the development of small parcel business.
Benefit Analysis
Hangzhou branch of the use of warehousing resources to the community to attract investment, business customers stationed in the warehousing base, the warehouse shelves, warehouse management information systems, stock picking, packaging and shipping and other processes are managed by the customers themselves. Most of the customers are direct e-commerce customers, and some are third-party e-commerce service platforms, the latter mainly for local manufacturers to expand online sales channels, while providing services such as picking, packaging, and shipping processing. The direct development of third-party e-commerce service platform customers can greatly reduce the cost of postal collection of small parcels business and improve work efficiency.
Existing resources to set up warehousing, improve processing efficiency and economic benefits. 2013 year-end, Sandun Branch began to implement warehousing parcel collection and mailing method to develop the domestic parcel business. After the implementation of the program, the overall time limit for domestic parcel collection and mailing has been significantly shortened compared to the past, the day of collection and mailing can be completed in the warehouse and transported to the central bureau, to achieve the same evening processing is completed, on time sent. Due to the relative concentration of sellers and customers near the warehousing base, the Sandun Branch thus saves 1 vehicle and 1~2 personnel, saving personnel to enhance the marketing power. Warehousing mode also closer to the relationship between the customer and enhance customer adhesion. 2013 Sandun branch through the warehousing mode to add four new customers, the volume of shipments from the original 10 pieces per day to about 300 pieces per day, the monthly business income growth of 40,000 ~ 50,000 yuan.
Renting warehousing into the customer, to enhance the small packet volume. Fuyang Bureau as early as last year, "Double 11" period began to plan, after a number of site visits, and ultimately rented a three-story, 5,000-square-meter warehouse in the Lingqiao Industrial Zone, Fuyang City, the area of more than 5,000 square meters. At present, it has successfully introduced 8 customers, and the daily shipment volume is 300~500 pieces. In the second half of the peak season, the daily volume will exceed 5,000 pieces.
Development experience
"Warehousing + delivery" mode using the postal service own storage resources or rent social storage space to attract e-commerce customers or third-party logistics companies stationed in the customer's warehouse shelves, warehouse management information system, picking, packaging and shipping processes are managed by the customer, while the need to bind a certain percentage of domestic small packages. A certain percentage of domestic parcel delivery volume needs to be bound, and the postal service is only responsible for the latter part of the collection and delivery work. This model effectively reduces the cost of collection and marketing of postal enterprises, and is suitable for small and medium-sized enterprises and e-commerce customers transforming from traditional enterprises.
But now more e-commerce customers need "smart storage" services. Therefore, to enhance the domestic parcel service level, to provide warehousing all-round integrated services is the trend at this stage. For postal enterprises, "warehousing + delivery + supply chain finance" service model to the upstream extension of the customer to ease the pressure of capital turnover, to the downstream extension of the customer to meet the demand for goods delivery, can effectively promote the postal delivery business and the traditional manufacturing industry, the e-commerce industry, the synergistic development of the postal industry. Postal enterprises should focus on manufacturing bases, e-commerce incubation parks, logistics parks around the construction of warehousing and distribution centers, to provide personalized, time-limited, integrated business services, and encourage e-commerce enterprises to rely on the postal network to carry out the comprehensive integration and distribution and delivery, the formation of the two sides **** win.
Guangdong process control meter
Guangdong Post Company in August 2012 to start the parcel business, in March 2013 to establish the province's postal unity, there are 47 key assessment indicators of the whole process control system. Relying on this set of control system, its service quality has been continuously improved, and the domestic parcel business has thus entered a benign development stage.
In the first half of this year, the Guangdong Provincial Postal Company received 15.44 million pieces of domestic parcels, the average daily business volume of 86,000 pieces, to achieve revenue of 120 million yuan, the volume of business receipts are ranked first in the national postal service, the province's postal domestic parcels delivery has always maintained the first national postal service. In the case of a surge in business volume at both ends of the camp, the overall quality of service can still be steadily improved, the domestic parcels of inter-provincial import time limit "G + 3" stabilized at 99%, and the time limit for intra-provincial mutual mailing "T + 2" stabilized at 95%, which contributed to the ratio of intra-provincial mutual mailing business volume This has led to a continuous growth in the share of intra-provincial inter-mail business, from 22.9% in January to 33.8% in June this year.
Online and offline perseverance
Since this year, the Guangdong Provincial Corporation has continued the mode of "daily monitoring, weekly analysis and monthly notification", and insisted on holding a weekly joint meeting to analyze the key indicators of the "two packages". The general manager of the Guangdong Provincial Company personally presided over the relevant departments to analyze the key indicators of their respective dependencies, the problems exposed in the analysis, and put forward improvement measures in a timely manner.
In view of the promotion of the indicator control system of the Guangdong Provincial Company and the gradual success, at the beginning of this year, the municipal branches began to follow suit, according to the local conditions to revise their own key indicators, and regularly convene joint meetings for the analysis of indicators. The meeting is presided over by the vice president in charge of each municipal branch or the person in charge of the marketing department, and the letter bureau or the small packet specialized bureau speaks on the operating indicators, quality indicators, etc., and finally discusses the problems, abnormal indicators and key measures.
Earlier this year, in order to improve the efficiency of the operation and control of the "two packets" business, the Guangdong Provincial Corporation established the "Guangdong Post two packets of key people" WeChat group, "international parcel capacity information" WeChat group and QQ group, and the "two packets of key people" WeChat group.
The company has established the "Guangdong Post two packets of key people" WeChat group, "international small packets of energy information" WeChat group and QQ group, to create online "two packets of indicators analysis meeting" daily control platform, but also according to the needs of the control of the development of the "Guangdong Post" two packets of business workgroup management methods.
Network optimization to seize the market
Provincial network optimization to consolidate the effectiveness of the proportion of mutual mail continued to increase. Last year, the Guangdong Provincial Company's network operation department implemented a series of network optimization measures such as "Project 1580" and "Three In, Three Out" step by step, and realized the full time limit of "T+1" for mutual mail in the Pearl River Delta and "T+1" for other regions in the same year. ", other regions "T + 2", to tie the industry service level. This year, the company, on the one hand, strictly and unremittingly consolidate the results, continue to improve the network optimization project, on the other hand, with the help of mechanized means, improve the central bureau and key municipal branches of the use of packet separator, promote bulk bulk bulk transport of the whole bulk of the bulk of the bulk of the mail delivery mode, and further shorten the full time limit. As a result of the market test, the time limit of the intra-provincial route has stabilized, and the proportion of intra-provincial mutual mail business has continued to grow.
The optimization of inter-provincial network has been vigorously promoted, and the "Ten Thousand Pieces Project" has contributed to the increase in volume. At the beginning of this year, the Guangdong Provincial Corporation to the effective convergence of the trunk line as a hand, one after another to Guangxi, Fujian, Hunan, Jiangxi, Hubei, Hainan and other neighboring provinces road to the trunk line of the optimization of the mail route, while the opening of some of the point-to-point automobile mail route. After optimization, the percentage of mail sent from Guangdong to the above six provinces (regions) within the full time limit of "T+2" increased by 14.2% compared with the same period of last year, of which the percentage of mail sent to Fujian, Guangxi and other provinces (regions) within the full time limit of "T+3" reached 80%. 80%. Based on the effectiveness of network transportation optimization in the early stage, in order to cope with the off-season of the e-commerce industry, Guangdong Province launched the "Ten Thousand Pieces Project" marketing activities in April, and preferred routes such as Fujian, Xinjiang, Inner Mongolia, the two lakes, the two West, and so on, and after nearly two months of promotion, except for the two major routes of Inner Mongolia and Xinjiang, which were affected by the reduction of the volume of the railroad security check, the mail delivery volume of other routes had a significant increase. There is a significant increase.
Enhancing experience and stabilizing cooperation
In order to optimize the e-commerce customer service experience, at the beginning of this year, Guangdong Province, the company is committed to promoting the improvement of the after-sales service platform of the Provincial 11185 Customer Service Center, increasing the number of seats, the introduction of the "Domestic Parcel Online Customer Service Front Desk Judgment Standards and Norms," to shorten the response time; to promote the transformation of the 11185 Customer Service Center into an Internet-based customer service, which is mainly to interface with individual customers to directly interface with the customer service center. The 11185 customer service center has been transformed into an Internet-based customer service center, which is mainly responsible for docking individual customers to directly docking direct customers, and opening online acceptance channels such as QQ and WeChat.
The municipal branch offices have been making strange moves this year, constantly innovating value-added services, cultivating and bundling scale customers. The Shenzhen branch provides value-added services such as subway and bus advertising to stabilize large customers; the Guangzhou branch impresses customers through the integration of warehousing and logistics services; the Foshan branch provides "housekeeping services" and focuses on cultivating star customers in the industry; the Dongguan branch promotes the construction of micro-industrial parks and provides "one-stop" nanny services. One-stop" nanny service; Zhongshan Branch set up an e-commerce logistics operation platform to develop warehousing customers, and has attracted five e-commerce companies; Shantou Branch attacked the e-commerce industrial park, and successfully signed a contract with the "five-dimensional e-commerce industrial park" to become one of the three access logistics providers in this park, and took 75 e-commerce customers in the park in one fell swoop. Shantou Branch successfully signed the contract with "WUWI E-commerce Industrial Park" and became one of the three logistics providers in the park, winning 75 e-commerce customers in one go. Up to now, the company in Guangdong Province has developed a total of more than 6,000 small parcel business agreement customers, and this year's monthly transaction customers are about 2,900, including 130 large-scale customers.
Information construction Enhancing strength
Strengthening monitoring and upgrading the function of key person Kanban. It pushes the operation of key indicators of domestic parcels for each link, key position and key person, and sinks the Kanban function to the monitoring level of municipal branches, so as to "keep a close eye on the indicators, strictly control anomalies, and take the initiative to provide services", to grasp the implementation of the indicators of parcels at all levels, and to ensure that the quality of mails is in line with the market rapidly.
Taking the initiative to launch the parcel client application platform. With large customers batch query as an entry point, in the analysis of courier counterparts and the e-commerce industry in the use of customer service applications on the basis of the establishment of domestic parcel customers, the postal front-end service personnel information *** enjoy, value-added interaction of the public *** service platform. Through the delivery of mail calendar board, clear disclosure of the current state, to facilitate postal customer service in a timely manner, take the initiative to put forward abnormal mail active warning and intervention of the after-sales front-end services, and in this way to become the domestic parcel "after-sales housekeeping services" core program, in Shunde Flying Fish and other large customers to achieve significant results in the pilot.
Guangdong Province, the company's promotion of thermal face sheets, the independent development of the provincial version of the PDA application system and other initiatives from the perspective of optimizing the experience, cost savings, improve efficiency, and take the initiative to find customer service demand points, through information technology to achieve flat management, fully optimize the interactive interface with the customer, so as to form the sustainability of the development of the parcel business momentum.