In General Discussions
At the big promotion summary meeting of Enterprise A, the bulk sms service boss asked everyone to talk about their views on this event: Operation: The sales have exceeded 100 million, the target has been exceeded, and the prepared goods have basically been sold out. The end is perfect, the bonus is in hand, and the team building starts! Customer Service: We are the busiest before the event, and we are the busiest after the event. Every day we are urging bulk sms service delivery, urging refunds, and looking for after-sales. There are hundreds of people waiting for a reply on the number, and the mentality explodes! Logistics: There are so many orders, without saying hello in advance, the warehouse is full of people, the goods have not been delivered, and there are still a bunch of out-of-stock orders what to do! Finance: Since the proportion of products in each bulk sms service sub-warehouse was not properly planned before the event, 25% of the orders during the event were not sent from the nearest warehouse, resulting in long-distance cross-regional transportation; another 3.1% of the orders were divided into 3.1% due to incomplete goods in one warehouse. Shipped bulk sms service from multiple warehouses. 3) Logistics overload Due to the recent 28% excess orders, the warehouse delivery capacity was severely overloaded, and 50 employees had to be dispatched from the company to support the general warehouse. At the same time, other branch warehouses also hired more than 200 temporary workers, but these people did not have enough in advance. The training has a high error rate, and the error bulk sms service rate and missed delivery rate reached 0.4% (0.02% daily). It was originally planned to complete the delivery of all Double Eleven orders on November 15th, but it was actually completed on the 19th. 4) Customer service timeout The number of orders exceeded the standard, and the number of users who consulted also exceeded the standard. The average daily online time of customer service bulk sms service exceeded 12 hours, but the average response time to customers was extended from the daily 30s to 5 minutes during the activity period. After the event, because the order was not dispatched in time, the customers who came to consult and complain repeatedly, and even refunded the money remained high, and many customers even tweeted about it.