OFweek smart home network news June 27, netizens "ice cream gluttonous" in the microblogging broke the news due to the receipt of the courier was sent to the room after the incident, caused intense discussion of netizens, comments are divided into two factions, consumer rights Infringement and the victim's failure to communicate with the courier. Of course, there are a large number of people who are not afraid of big things, and the people have expressed their tragic experience in express delivery.
Yesterday, Ice Cream Crush broke news again at 12:09 PM, and the mobile number was exploded inside Shentong. The phone number was continuously harassed and received death threats, and the comment function was turned off. On the same day, STO's share price movements also worked quite well. After noon's opening, the stock price fell again and it had fallen by at most 1.66%. It closed down 0.47% on that day.
Chart: STO Express Share Price Trends on June 28
The situation of disputes between couriers and customers has occurred from time to time. Serious cases have also developed into criminal cases. Why is online shopping so popular and popular today? The author believes there are two main points:
I. The explosive growth of the industry
According to data from the State Post Bureau, the total number of express delivery service companies in the year was only 5.69 billion in 2012. After four years of development, the business volume in 2016 increased rapidly by 4.49 times, and the annual express delivery volume reached 31.28 billion yuan. Pieces, a year-on-year increase of 51.4%. From the following table, we can see that according to the growth rate of previous years, the business volume of this year will still grow at a relatively high rate of growth, which shows how "credible" the development of the express delivery industry is.
Figure: 2016 Post Industry Development Bulletin
The explosive growth of the industry has made relevant laws and regulations and company regulations not keep pace with the development of the industry, and has not formed a good standard for practitioners. It is only a matter of time before a wounded person can be put in a cage without being able to grow up.
Second, the drawbacks of the company's business model differentiation
Because of the special nature of the express delivery industry, it is necessary to establish outlets throughout the country. Through what kind of model, through the use of outlets throughout the country to effectively coordinate the operation of the company's business, it is a question worth pondering. At present, there are two mainstream models in the market. One is the direct model represented by SF Express. This model is highly centralized. From the headquarters to the branch offices and then to the acceptance point, the management of the process standardization is implemented. The company has a strong binding force on its employees. This kind of management model can concentrate on one thing and make it one place. Cohesion is stronger.
Another mode is the joining mode. This model is more suitable for the rapid development and expansion of enterprises, but there are certain drawbacks in management. They are not subordinate to each other, and they need to negotiate through unified services. And the company is not strong on the following levels of restraint, some of the network to attract the courier entry threshold is very low, is the individual can walk on the application, resulting in the professional quality of some practitioners can not meet the requirements, STO also do use this Business model.
After the courier was complained, the company penalized 200 pieces of the incident before it was completely resolved. This was in addition to the failure of the parties to communicate in a timely manner and thus produced such a result. If handled properly, the company could avoid it completely. The company also avoided this problem. Debatable,
From other aspects, it can also be seen that Shentong needs a great deal of effort in customer service experience. The State Post Bureau has continued to improve the quality of express delivery services, promote the healthy and orderly development of the express delivery industry, and commissioned third parties to investigate the satisfaction of express delivery services in 2016.
Figure: Survey results of 2016 Express Service Satisfaction at the State Post Bureau
In the listed "Three links, one Shunyida", Shentong scored 74.7 points, ranked second to last, and nearly 10 points from the first SF Express 84.6 points, although the score was higher than last year, but There is still much room for improvement.
Although the express delivery service industry is a trillion cake, but with the growth of business volume and the stalemate of homogenous competition, it is not so easy to get a piece of cake. However, Shen Tong had a bit of praise for the layout of the future.
First, the introduction of intelligent courier sorting robot “Little Orange Manâ€, which is a product jointly developed by Shentong Express and Hangzhou Haikang Robotics Co., Ltd., has now been launched at STO Express. The launch of this “little orange man†is not only It saves 70% of manpower and improves handling efficiency. With the development of business volume and artificial intelligence, the introduction of intelligent robots is necessary, and robots must be continuously upgraded to reduce costs.
Second, the layout of smart home. The subsidiary Benigo Comfort Energy Technology Co., Ltd. takes the development, production and sales of smart home and environmental protection and energy-saving control systems as the main direction, and will also focus on the development and provision of a variety of cooling and heating controls and new air systems, namely, “constant temperature, constant humidity, and constant Oxygen "three constant" system. At present, although it is in the research and development stage, its positioning is meticulous.
The soldiers and horses did not move, the food and grass went first, and the smart home board had gone. Was there enough grain to allow soldiers and horses to enter the game? From Shentong's 2016 annual report, the total liabilities at the end of last year were only RMB 2.522 billion, and the current assets were RMB 6.227 billion, nearly 1.5 times that of liabilities, and the liquidity was strong. This has played a catalytic role in the development of the project. .
Although Shen Tong has had such a thing, if it can optimize the customer experience in the express delivery industry now based on it, strengthen the service quality and create differentiated services, then I am still optimistic about its future development.
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