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火爆全网的搬家公司:蓝犀牛搬家凭何C位出道

放大字体  缩小字体 发布日期:2019-07-29  浏览次数:335
核心提示:  随着中国日益壮大的中产阶级获消费升级,他们对更优质的移动服务的需求也在转移。CGTN中国环球电视网财经类专题栏目NewMoney采访了以蓝犀牛搬家为
   随着中国日益壮大的中产阶级获消费升级,他们对更优质的移动服务的需求也在转移。CGTN中国环球电视网财经类专题栏目New Money采访了以蓝犀牛搬家为代表的新型搬家公司,让他们来告诉你,是如何用技术和服务带领互联网搬家行业模式成为这个市场的推动者。

  As China’s bourgeoning middle class is gaining deeper pockets and tighter schedules, the demand for more sophisticated moving services is also on the move. Join us this week on New Money as we look at how some industry players are introducing new technology and new business models, looking to become Movers and Shakers of the market.

  采访蓝犀牛搬家用户:谷晓雪

  

 

  “我觉得蓝犀牛搬家的收费比较清楚,每一项都有标记出来,你可以根据自己物品参考对应的价格。同时像我们搬家的话,也会更注重的是师傅是不是专业。

  其次,就是蓝犀牛搬家的app用起来很方便,比如说输入地址,楼层,看清楚自己要搬的东西尺寸或者说是重量,app会自动算出价格,不会说是有乱收费的状况。”

  Gu Xiaoxue, Lanxiniu User

  It's clearer what you're paying for. When we move, it's important to us that we get professional movers that don't end up breaking our things. The app was very easy to use, and it lists very clearly how much it costs, based on the size and weight of the different items. It also clearly shows the distance, so they won't suddenly start charging you extra fees.

  采访蓝犀牛师傅:庹建波

  

 

  来自重庆的庹建波庹师傅已经在北京将近20年了,在传统搬家这个行业他做了15年。2年前他加入了蓝犀牛,一个可以随时上门服务的专业搬家平台。

  Tuo Jianbo came to Beijing from Chongqing almost two decades ago and has already spent 15 years working for traditional moving companies here. Two years ago, he decided to start working tor Lanxiniu, an ber-like app where people can order moving trucks at a moment's notice.

  

 

  “我是通过朋友介绍加入的蓝犀牛搬家,到现在已经有一段时间了,在这期间我认识的师傅们都对蓝犀牛搬家评价很高。这个司机端APP对于我们来说很方便,用户需要搬运的物品,价格已经其他相关信息都会显示。

  因为用户是先付定金,当我们需要收取尾款的时候,也不用现金交易,都是线上支付。价格方面,明码标价,用户看的清楚,我们也讲得清楚,不会造成额外的困扰。”

  Tuo Jianbo, Lanxiniu

  I've been working in the moving business for a long time, and I've had a very good experience working for Lanxiniu. Most of the drivers I know are very happy with them. The pricing system is very clear and transparent, so we don't run into disagreements with the customers. We place the customer first. We're here to help the customer, and we help them solve any problems that they have. We began working for the app after some friends recommended it to us. It's very convenient and it's easy to get work.

  

 

  蓝犀牛搬家成立于2013年,目前已有12万名司机加入,马上服务类型订单平均15分钟即可达到指定地点,公司先后获得君联和百度投资的B轮融资,创始人王粟分享了如下内容。

  Lanxiniu was established in November 2013, and has already attracted 120,000 truck drivers to its platform. An average of nearly 20,000 drivers are active on any given day, and can arrive to pick up your things within 15 minutes of placing an order. The company received investment from Baidu and Fidelity Investment in its series B funding round, and has already become a major player in the industry. The company's founder, Wang Su, introduces his company.

  

 

  采访蓝犀牛创始人 王粟

  “我们目前的搬家服务,是完全可以支持城市中24小时随时搬家,你在APP上点击搬家,下单后5秒10秒就会有司机跟你联系了,方便快捷,这是第一点;

  因为我们不需要过多人手去干预服务。比如说我作为一个用户,需要比较这两家搬家公司,要分别打电话去报自己的物品,长宽高,数量多少以及问清楚对方的价格。而搬家公司那里,会有调度人员来给司机安排任务,几个人,上午或者下午,预计几个小时,来回周转。这是一个很长的人工链条,但是我们没有,所以我们的特点就是,很快速地响应每一笔订单。

  Interview: Wang Su, Founder, Lanxiniu

  We support 24-hour services moving anywhere within the city limits. once you place an order inside the app, drivers can respond as quickly as within five or ten seconds. That's our first advantage.

  

 

  第二点,明码标价。

  之所以有极速服务这一说,是因为我们背后一套成熟的服务体系,每一名司机会按照我们自有的服务体系输出给用户正规的服务质量,你看下历史订单会发现我们的好评率是99%以上。

  Our second advantage is that you don't have to contact different companies and ask how much they charge, explain what things you're moving, wait for the moving company to assign a driver, and so on. We're fast, because we don't have a chain of people that have to pass on the order. In addition, we have a very transparent pricing system.

  

 

  第三部分,除了以上这些我认为我们的运营、技术和模式重构等都有一定的优势,我们把它们形成标准化,用系统的方法去解决问题。”

  Our third advantage is that we have a service system that the drivers follow, which ensures that our customers get high-quality service. If you log on to our platform, you'll see that more than 99% of the feedback is positive. We have an advantage in management, technology, and business model. We don't need to make a lot of decisions for every order, because we've standardized the entire process.

  

 

  “每一次的高质量服务背后,都代表着每个司机身上的标签,比如服务优秀的标签,成交率标签,正规化标签包含工服,服务承诺书,培训是否通过的标签,考试是否通过,分数,审核等一系列动作标签。”

  “等到走完一套严格的审核流程后,我们的客服会持续关注整个订单是否会出现的异常情况,成交率,无车率,然后投诉率等等,每个环节的我们做成运营的颗粒度,所以在订单背后会有一套人的机制用来去监督服务体系。”

  

 

  “那么整个的服务的模块体系,我们可以定义为司机的入职培训体系,开通体系、奖惩要求体系和NPS体系,全部用来打造整个司机的忠诚度和向心力,同时包括我们做一些司机活动和奖励等等。还有我们的知识库,就好比一把尺子,以这个尺子来去判断谁对谁错,比如说货物的赔偿,我们每一单货物会有5000块钱的免费的赔偿,什么样的情况会满足赔付条件。

  以上这些都是用来保证我们能够输出好的服务质量。”

  

 

  Interview: Wang Su, Founder, Lanxiniu

  The service quality is decided by a large number of tags attached to each driver. There's a customer satisfaction tag, for things like the number of deals completed, an orderliness tag to check if they took inventory, wore uniform, and signed a service agreement; a training tag that records what tests they've taken, including scores, and whether they've passed evaluations. once they start working, our customer service will monitor any discrepancies, such as a lack of orders, unanswered orders, complaints, bad reviews, and so on. We collect granular data on their work and analyze it manually. What that means is that we don't simply rely on customer reviews; we have a group of people that monitor the entire process from beginning to end. Our system is split into, first, the driver training system. Second, the reward and penalty system. Third, the driver Net Promoter Score, which measures each driver's loyalty and also provides some bonuses. Fourth, we have a knowledge base that we use to grade all of our drivers, customer service, products, and management personnel on a scale. We use this to evaluate who is at fault in different situations. For instance, we provide up to 5,000 yuan in free compensation, but to prevent people from abusing it, we've added a lot of conditions. Fifth, we have a service monitoring system where we manually decide what mechanisms and conditions should be used to decide penalties. These five modules help us ensure that we provide high-quality service.

  

 

  采访三点一刻公司首席品牌分析师 李阳丹

  “我观察到蓝犀牛搬家是处在低频率的行业里面,一般很多公司不会去耗费人力和资源研发做一个APP,但是蓝犀牛搬家是唯一一家做了搬家领域的APP。他其实是在面对的是一个庞大的用户量但非常低频的行业领域,所以他可能更多的是采用互联网的方式去把这个订单量和口碑做起来,我觉得蓝犀牛搬家的思路也是很不错的,他通过众包的方式,统一化的管理,同时公司整体标识对以及统一的这个服务的输出,这样的话要求可能会比较高一些,但是他深入的就是这个领域的,未来可能是抓的是整个行业市场,大众的市场。”

  Interview: Li Yangdan, Brand Analyst, 315 Free

  What has struck me about Lanxiniu is that most companies in the moving industry don't develop apps, mainly because it's a relatively low-frequency service. Lanxiniu is one of only a few companies to have done so. What they are trying to do, is to use their app to, despite the low number of orders per customers, to increase the total number of orders. This is one way of using the Internet to build volume in industries where it used to be very difficult to attract a large number of customers. I think Lanxiniu has created a very good model, and they might just be able to achieve that goal. What they do, is that they crowdsource the labor, but they maintain a centralized management. The company has a unified image outward and a unified service standard. They have a relatively high level of service compared to other companies. But still, they're not high-end, and they're targeting the mass market.

  

 

  采访蓝犀牛创始人 王粟

  “我们的目标就是搬家,希望在这个行业里面,蓝犀牛能形成规模最大的一家,我们还在为完成这个目标去努力,包括我和每一个共同工作的伙伴。对我们自身而言,未来暂时也不会去做一些延伸性的服务。

  因为服务行业真的是一定特殊性,想要做成行业的第一名,我觉得对我们来说已经是非常非常一件好的事情,能够挑战的事情。所以我们还是会围绕着整个搬家服务努力,把它做到极致,最后会去覆盖全国。”

  Interview: Wang Su, Founder, Lanxiniu

  We're committed to the moving business, and we hope to become the biggest company in the industry. That's what both I and all of our employees are working to achieve. At the moment, we don't have any plans to expand into other areas in the future. That's because, first of all, each segment of the service industry has its own unique traits, and to us, striving to become the very best in one particular industry is a very worthy and challenging endeavor. So, our number one goal is to become the best moving company in China, and to cover the entire country.

  

 
 
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