Recently, China Post Group Parcel, Express and Logistics Business Unit successfully won the bid for the return service of a well-known e-commerce platform and put it into implementation efficiently, with an estimated annual additional revenue of over 1 billion yuan (about 140 million US dollars). Since the project was launched, the KPIs of China Post have ranked among the top in the industry, and its customer complaint rate per 10,000 orders has kept decreasing. According to the headquarters of the e-commerce platform, the performance of China Post has been rated as “higher than expectations”.

To ensure the high-standard and high-quality implementation of this service, the Parcel, Express and Logistics Business Unit has organized and completed resource allocation and personnel training. It has formulated a detailed checklist for launch preparations, with transportation capacity and equipment strictly meeting the standards of the platform. It has reviewed service plans online and inspected over 1,000 collection and delivery offices via video. It has also set up a project team to provide on-site support, and has efficiently solved related issues before and after its launch. Additionally, the business unit has established standardized processes ranging from collection and delivery operations, geofencing to scheduling for couriers, and taken several measures such as frequent and multi-level training programs, field research and assistance at the front line, and timely sharing of best practices from various regions, to improve service capabilities.