My name is Sun Wenhao, and I come from Baozun, the largest brand e-commerce business partner in China.
I am a process optimizer, and together with my friends, I am responsible for Baozun's system process optimization and business process standardization. I liken my job to a conductor, a tuner. Although not in one part, not one instrument, but our work can make the band play a harmonious chapter. Through the optimization of business processes and the optimization and improvement of system functions, Baozun's business capabilities can be maximized and improved.
Part1 : The beginning of the story stems from thinking about challenges Failure to detect in time, I was complained to the industry and commerce without paying attention... Event registration, there are dozens or even hundreds of product registration information to be perfected, the workload has increased dramatically, and the rhythm of the event has been delayed... Especially in the late stage of the Double 11 promotion, the rules brought The backlog of documents may affect the speed of refunds and cause confusion to consumers.
In 2015's Double 11, Baozun achieved 1.1 billion sales on that day. In accordance with the requirements of Tmall rules, consumers cannot get refunds on the 11th. Therefore, all the refunds piled up in the early morning of the 12th and began to erupt. The huge time pressure for refund processing has made the workload originally due to the event even worse. In order to ensure the quality of service, Baozun has formed a strong refund team and invested more than 60 people to work overtime. Let consumers not be troubled by not being able to receive refunds in time, ensure the stability of the time limit for refunds, and improve the DSR score of the store. But as a member of the refund team, under the pressure we see the urgent need for an efficient refund solution.
Therefore, as soon as the Double Eleven after-sales peak ended, we began to explore solutions.
Part2: Fight to Fame
In May 2016, my friends and I from the Sales Operations Department first came into contact with information about the code stack. Then it went into intensive development. Through business sorting and technical research, we broke through technical difficulties. With the cooperation and support of the code stack team, the first batch import refund application developed by the Baozun team was successfully launched. Combined with the actual situation, the application tools have been continuously upgraded and innovated, and finally opened up with Baozun's OMS system and merchant after-sales management background system, realizing one-click automatic refund, freeing a lot of human input. In 2016, the efficiency of the entire Double 11 refund operation with the assistance of the application has improved by leaps and bounds.
In 2016, the total sales of Baozun Double 11 exceeded 2.5 billion yuan, and the order and transaction volume doubled compared with last year. In theory, the amount of refunds will also increase year-on-year. According to the manpower input in 2015, the refund team needs to be increased to at least 120 people. But on the contrary, Baozun can easily handle it with only a team of 10 people, and the efficiency is amazing. With the help of automated refund applications, Baozun's average refund time per order has been reduced by as much as three times during the entire Double 11 period, and a second refund has been basically achieved. Baozun has achieved a brilliant record through the application of the code stack.
Part3: Powered by technology, innovation is endless.
This success also allows us to understand many mechanical and repetitive work scenarios in the daily operation of e-commerce, such as basic information maintenance, production of picture PDP detail pages, product unloading, event registration, Order processing, return and exchange processing, refund processing, reporting and other links have a deeper consideration from the perspective of energy efficiency improvement.
With our continuous development and improvement of the code stack application tools, Baozun's operational capabilities and efficiency have also made a qualitative leap, helping the brand to win more and more praise. Empowering business upgrades with technology, innovating practical applications with technology, making the concept of refined operation rooted in every operation team of Baozun, and turning the concept into reality in practice.
We go deep into every position in the store, sort out every work scenario, and let automation run through every link of store operations. From operation to store inspection, from event management to after-sales management, through the application development of a series of tools including code stack, Baozun uses technology to enable refined operations, improve energy efficiency, and enhance brand and consumer satisfaction.