With the continuous growth of the scale of home e-commerce, home goods with the characteristics of "large, non-standard and vulnerable" can no longer be delivered, installed and returned like ordinary goods. Although the last kilometer of distribution and installation is no longer a pain point, the integrated service has been lacking in the industry. Multi head docking leads to uncontrollable service process, unclear responsibility for goods damage, long arrival cycle Low management efficiency, basically "guerrillas", lack of industry standards.

How can we become the final winner in the upgrading of industry demand? After all, we can't escape these three aspects: personalization, specialization and standardization.

Capital investment - self built Logistics

With the rapid development of home e-commerce, the home logistics industry is also growing, gradually forming two camps, namely self operated home logistics service providers and third-party home service enterprises. Powerful household production and circulation enterprises, such as Jingdong, Suning and Haier, have already chosen to build their own logistics.

Taking JD data as an example, as of September 2016, JD logistics has formed a three network layout of small and medium-sized parts logistics network, large parts logistics network and cold chain logistics network, with 7 intelligent logistics centers, 254 large warehouses, 5.5 million square meters of storage facilities, 6780 distribution stations and self pick-up points, covering 2646 districts and counties in China.

For home e-commerce businesses, it's better to have their own logistics system. However, choosing self construction means that they need to invest a lot of money to buy logistics materials, build warehouses and information networks, which is a heavy burden for most small and medium-sized enterprises. Therefore, most small and medium-sized enterprises have to choose third-party home services, It is favored by small enterprises with its one-stop home supply chain service of delivery and installation and whole process maintenance. Therefore, compared with self built logistics, the third-party home logistics has stronger market competitiveness.

Joint venture mode - crowdsourcing and general contracting each account for one party

Each industry has its own characteristics, and the home after-sales industry is no exception. Especially in the face of the vast market space, it is really difficult to survive among countless competitors, which is also a great test for enterprises. If they do not travel and blindly follow the trend, they will not be able to win the initiative, and the brand effect will be difficult to get out. They must have their own labels, not large and comprehensive, and grasp a product line, Dig deep into the use needs of these people and bring them favorite services through resource integration.

In this context, the general contracting model enterprises represented by homelink and ant Anju and the crowdsourcing model enterprises represented by master Wan were born.

It is understood that although the traditional general contracting mode is under the banner of "Internet vertical service", its essence still stays in the era of customer service order distribution. This mode can not meet the service needs of large and medium-sized e-commerce in terms of service efficiency.

Crowdsourcing mode completely breaks away from the intervention of "manual" factors, removes centralization, and achieves a qualitative leap in service efficiency. E-commerce and master directly connect transactions through the platform, maximizing information symmetry and direct access, reducing the communication cost of both parties and maximizing the interests of both parties.

Service - platform advantage

As we all know, the after-sales service of home e-commerce is divided into two stages: logistics service and "last mile" and "delivery and return" service. Both are indispensable. They influence and restrict each other. Service is not only for better consumption experience, but also the driving force to drive the home online sales market.

At present, homelink focuses on the "last kilometer", pays attention to the distribution, installation and after-sales service of physical large furniture, and firmly grasps the key and difficult points and profit points of the whole home logistics supply chain; Ant house focuses on the comprehensive development of the whole category and supply chain in the household field; Master Wan focused on service guarantee, successively launched service guarantee such as advance compensation and distribution insurance, and reached cooperation with Ping An of China, the first to promote national home master accident insurance;

Draft the delivery and installation service standard for home decoration e-commerce industry together with the furniture decoration chamber of Commerce of China Federation of industry and commerce; Join hands with Shenzhen Ergonomics Application Association to jointly issue the "manual handling" specification manual and formulate manual handling standards for the service industry It can be seen that the focus of each third-party home service enterprise and its future development plan are quite different.

Who can stand out?

To sum up, although the mode and service of third-party home service are obvious, with the standardization of home service market and the pursuit of business interests, home service enterprises will develop towards personalization, specialization and service integration in the future; The operation of industry standardization is the inevitable direction.

As early as December 2017, the delivery and installation service standard for home decoration e-commerce industry, organized and drafted by the furniture decoration industry chamber of Commerce of the all China Federation of industry and commerce, clearly stipulated the scope of application, service provider requirements, delivery specifications, installation specifications, acceptance matters and after-sales service matters in the delivery and installation service standard for home e-commerce.

It also gives the indexes for quality evaluation in the links of warehousing, transportation, distribution and installation in furniture logistics services, including 10 evaluation indexes: timely receipt rate, accuracy of receipt, timely delivery rate, accuracy of delivery, damage rate, shortage rate, timely receipt rate, installation service satisfaction, effective customer complaint rate and customer satisfaction, So that home service can implement unified standards and processes, so as to improve the service level of the whole home service industry.

The future home market has unlimited potential. Both logistics and home service shoulder an important mission. Looking at the various service forms under the home service industry, it can meet the service demand of the trillion level home market in the future, and the open crowdsourcing model can stand the test of the market. At the same time, we can't help but expect that in the current fierce competition in the industry, who can break through the siege and become a dark horse leading the industry？