Li Mu nodded at Senior Brother Liu, then changed the topic and said to him: "Senior Brother Liu, in the future you may have to manage a team of several million riders. The manpower and a series of additional costs will be very high, so in the future We must find ways to carry out reasonable cost control, and you have to use your brain more to think about how to save costs."
Senior Brother Liu thought for a while and said: "Currently the biggest cost is hardware. The purchase price of an electric bicycle specially used for delivery by Ele.me is several thousand yuan less. If it reaches a scale of one million people, it will be several thousand yuan less." It’s over one billion, and the weight of this asset is a bit scary.”
Li Mu smiled slightly and said: "We will only bear this cost in first-tier cities for the time being. On the one hand, because most first-tier cities have relatively strict restrictions on motorcycles, our riders need electric bicycles for safe and legal delivery; on the other hand, It is also for the purpose of promoting the corporate image, so the tools must be unified in first-tier cities.”
After saying that, Li Mu paused, and then said: "When our business line starts to sink from first-tier cities to cities below second-tier cities, especially cities that have not yet explicitly banned motorcycles, we can adopt transportation subsidies. In this way, riders are encouraged to bring their own transportation. If the rider brings his own transportation, we will pay the rider a certain amount of additional transportation subsidy every month.”
"There are also mobile phones. If the rider has his own mobile phone, we can also provide a communication subsidy of about tens of yuan per month. Then we will communicate with China Mobile and ask them to allow the rider's old account to also open the Ele.me employee monthly package, a It’s only 20 yuan a month, and we can subsidize riders 40 to 50 yuan a month to encourage them to buy their own communication tools and dilute the costs we need to pay in a short period of time.”
At this stage, because riders receive all orders via SMS, Ele.me has already established an in-depth cooperative relationship with China Mobile during its development.
Currently, the Ele.me system uses Mobile's SMS interface to send order text messages to riders. In the form of a monthly subscription, a certain monthly subscription fee is paid to Mobile, and then the system can publish unlimited information to riders.
The mobile phone cards used by riders also have special monthly packages. For the monthly fee of 20 yuan per card, riders can reply to Ele.me’s official text messages unlimitedly, and at the same time, they have 2,000 minutes of local calls per month, which is basically enough for Ele.me riders. required for work.
At this stage, mobile phone communication costs are still relatively expensive. This package can be said to be very cost-effective, but this is also because Makino Technology and Taobao Technology are so famous and their social influence has always been strong. In addition to selling personal favors, China Mobile is also willing to win. a reputation.
Moreover, once the number of Ele.me riders exceeds a certain level, the revenue of this business line will increase exponentially, and it will also be a big customer for China Mobile.
After explaining the problem of the rider team, Li Mu continued: "The next step is our service management system. To put it bluntly, it is a complete service system from pre-sales to in-sales to after-sales."
“There are not many pre-sales consultations before users place orders, but just because they are not many does not mean that there are none, so we must ensure that official customer service can respond to users’ inquiries within one minute, and merchants must ensure that the phone number left on Ele.me is Keep it open during business hours. If users complain that the merchant does not answer the call in time, we will also deduct their reputation weight."
"During the sale, it is also necessary to ensure that the rider's phone number can be connected. The rider must not require the user to allow him to confirm delivery in advance for any reason. Otherwise, once discovered, he will be given a warning for the first time and will be directly fired for the second time."
"After-sales service must determine the level of the incident. If it is a food safety issue, it must be dealt with at the highest level. Official customer service must not leave all issues to merchants and users to resolve on their own. They must be responsible for supervising every complaint and rights protection, and must determine the problem. Only when everything is resolved can we end our attention.”
In the past life, although Taobao was very indulgent to sellers when it was growing wildly, that was because Boss Ma could see the situation very clearly.
When Taobao was founded, the most important priority was to fully attract sellers on platforms like eBay to Taobao, so he gave sellers the green light all the way.
Not charging any sales share, relaxing store review conditions, and doing little or even nothing to store owners who sell fake goods. It is this almost shielding attitude that allowed Taobao to quickly attract a large number of individual online merchants. Later, these people also Most of them made their first pot of gold on Taobao.
At that time, Boss Ma knew that if he wanted to open a super large shopping mall, the first thing he should do was not to promote it to customers first, but to attract investment first. Only by attracting investment as soon as possible and filling the mall with a large number of stores and goods would customers Come and spend.
Therefore, people later said that the all-powerful certain treasure actually had genes. It was destined from the beginning that this would be an e-commerce platform that opened an online store with zero threshold. In the barbaric growth stage, there was almost nothing you could not buy from Taobao. to something.
However, after the shopping mall completed the investment promotion, Boss Ma immediately changed his attitude. He began to lean towards the users bit by bit or even comprehensively. He increased the requirements for the stores and even required the stores to pay deposits. When disputes occurred, he would even first Advancing fees to users turns issues between sellers, platforms, and users directly into issues between sellers and platforms.
Sellers have innate advantages and the right to speak over buyers, and platforms have innate advantages and power over sellers. A seller dares to neglect his buyers, but he never dares to neglect the platform, otherwise the platform will directly impose severe penalties on him. , or even directly force the store to close, he will suffer heavy losses.
This proves that Boss Ma is extremely shrewd as a businessman. He knows better than anyone who should be sacrificed to cater to whom.
Li Mu doesn't want to follow Boss Ma's old path. Although he has already started cooking, he is not ready to kneel down the merchants from the beginning because there are many differences between him and Boss Ma.
First of all, his personality is different from Boss Ma. From the first day he started his business, he did not intend to make money on his knees;
Secondly, his Ele.me is now the only one in the industry. Unlike when Taobao was first launched, there were strong enemies to overcome. Therefore, at this stage, he is the only choice for catering merchants to do e-commerce. If you want to make money, just Come and play by my rules. If you don’t want to make money or abide by my rules, then just go ahead and play. There is no way any other platform can compete with me.
Li Mu thought very clearly. Prepare 2 billion operating funds, and prepare at least 2 billion guns and ammunition in advance. These 2 billion guns and ammunition are meant to be used immediately once a competitor appears, smashing them and burning them until the opponent is burned. As long as you can't afford to burn it.
Taxi-hailing software and food ordering software have both experienced money-burning wars. Don’t you want to steal users from me? I subsidize five yuan per user, can you afford it? If you can afford it, I will give you a subsidy of eight yuan. If you can still afford it, I will give you a subsidy of ten yuan. If you continue to follow, I will give you a subsidy of fifteen yuan.
How long will the subsidy continue? Continue to subsidize until you can no longer afford it, have no money, and are about to be out of business.
This is like a bet, the bet is not on whose cards are better, but on who has more money.
Everyone made an appointment to sit together and throw money on the table together. Whoever can't throw money will be eliminated first. Whoever throws it last will get it all.
Immediately, Li Mu announced his own technical management system.
Technical management is the complete set of technologies for the website. The front desk must ensure that it can still be accessed smoothly under huge traffic. This is easy to solve. There is Taobao's architecture there, and you can just pick up the ready-made ones from Ele.me.
There is also the order processing system. The average processing time of each Taobao order is about two or three days. That is, it usually takes 48-72 hours from the time the user places the order to receiving the goods.
However, ordering food from Ele.me usually only takes half an hour.
This means that the system has to process a large number of orders every day and retain the order data on the server.
This set also needs to be improved by the development team of Makino Technology. After all, the R&D team of Makino Technology has now grown to the top level in the industry, and its reserve power for technology development is still very strong.
The final security management system is a complete set of online and offline security systems. Online, it must resist technical attacks and the impact of malicious traffic, and it must also ensure the security of user information and order data.
As for offline, there are more things to take into consideration.
First, ensure the safety of delivery riders.
This is mainly about traffic safety, ensuring that accidents occur as little as possible, and there must be an emergency response plan after they occur.
Li Mu prefers to build an internal safety fund within the company. For example, each person can choose to pay 10 yuan per month to the safety fund. This money will be used for the personal safety of all riders. Once a rider has an accident during work, this fund will be used immediately. Carry out rescue and aftermath.
If this fund cannot make ends meet, it proves that the potential risks of rider safety are too great, and it is necessary to continue to strengthen the training of rider safety awareness;
If there is a slight balance in this fund, it proves that everyone's safety issues have been improved. As long as the remaining money exceeds one month's needs, the collection of safety funds can be suspended.
For example, a rider pays 10 yuan in January, 10 yuan in February, and 10 yuan in March. In the first quarter, he pays a total of 30 yuan to the safety fund. After three months of settlement, he finds that one-third of the funds are left. Then all riders will not have to pay a penny in April.
If in April, after the fund has been disbursed, the total amount drops, then in May, the fund will be charged at ten yuan per person.
Of course, this is a voluntary participation. As long as you participate, you can get subsidies in the event of an accident. But if you don't participate, there will be no additional subsidies, and the insurance can only pay for ordinary accident insurance.
In fact, this 10 yuan is equivalent to the riders buying an additional accident insurance within the company. However, unlike the insurance provided by the insurance company, Li Mu will not take away a penny from it. All the money will be taken away. It will be exclusively used for the Ele.me rider group.
(End of chapter)