Feb 24, 2020|
JD Helps Partners Weather the Coronavirus
by Rachel Liu
Due to the coronavirus, many retailers in China face various challenges from supply and delivery to after sales service. JD has leveraged its capabilities to help its brand partners tackle some of these problems.
200,000 RMB worth of masks and other supplies in an hour
Located in Heilongjiang province, Qianjin Farm has 42,000 employees, half of whom are migrant workers. When the coronavirus broke out, its employees were panicking given that there were already several coronavirus patients in the local hospital. To make matters worse, the farm lacked enough masks to cover their staff so that they could check on the thousands of families around the farm. They tried to reach out to people and groups in the surrounding area but failed to get any help.
Upon learning about JD’s Cloud and AI smart calling system that uses AI calls to help efficiently check residents’ health condition and remind them of epidemic-related information, the farm was able to check on the health of people in the surrounding areas while avoiding the risk of disease transmission. The Farm also posted their request for masks and protection supplies (worth a total of 200,000 RMB) on JD’s “Emergency Resources Information Platform”, and was connected with a suitable supplier within just one hour.
The parent company of Qianjin Farm, Beidahuang Group, has a flagship store on JD that sells rice, flour and cooking oil. During the epidemic the store has been working with JD to ensure the enough supply for customers and that the prices of goods will not rise. Thanks to JD’s subsidy policies for merchants, the store also received sales and logistics support. During the epidemic, visitors to the store have increased four times year-on-year, and sales have tripled in the same period.
400% year-on-year sales increase
Shiyuedaotian is a Chinese brand that mainly sells rice and grains, and has been working with JD for 10 years. When the coronavirus first broke out, the inventory that the brand had in JD’s warehouses was only enough to last one month. Thinking that customers’ needs from online for daily necessities could rise significantly because of the epidemic, JD’s sales team immediately worked with the brand to ensure enough supply. The brand’s factories were also back to work before the end of Chinese New Year holiday to ensure adequate production. Thanks to JD Logistics’ continuous operation during the holiday period, the brand was able to deliver the products to customers in time. During the epidemic, sales of Shiyuedaotian on JD increased 400% year-on-year.
AI powered customer service solution
Australia’s Own flagship store is a third-party store on JD that mainly sells dairy products from Australia. During the epidemic, the store’s sales increased 50% year-on-year, thanks to having adequate inventory and stable prices, and to JD Logistics’ continuous delivery service.
However, with the increase of orders, inquiries from customers has also increased significantly and the store only had one-third of its customer service staff back at work.
The store owner turned to JD’s AI powered customer service solution for help. JD is offering its AI powered customer service solution to merchants for free until March 31st. Merchants can also receive free training on how to use the service. AI customer service has solved half of the queries the store has received during the epidemic, and the customer satisfaction rate is as high as human services.
(liuchang61@jd.com)
Apr 18, 2024|
JD.com Awarded 2024 INFORMS Prize for Excellence in Operations Research and Analytics
JD.com is honored to announce that it has been awarded the 2024 INFORMS Prize. This recognition makes JD.com the first Asia-based enterprise to receive the award, highlighting its pioneering use of advanced analytics and operations research/management sciences (OR/MS) within its business operations.
The INFORMS Prize is awarded an organization that has repeatedly applied the principles of advanced analytics and OR/MS in pioneering, varied, novel, and lasting ways. Previous recipients include Walmart, Wayfair, Amazon, UPS, Booz Allen Hamilton, BNSF Railway, Walt Disney Company, U.S. Air Force, General Motors, Intel, HP, IBM, Ford, Procter & Gamble and GE Research.
Speaking on behalf of the selection committee, Mehmet Gumus, 2024 INFORMS Prize committee chair, remarked: “JD.com is showcasing data science as a source of business success and a necessary element to achieve customer satisfaction with continuous and dedicated practice. JD.com is truly deserving of this prestigious prize, and the entire O.R. and analytics community joins INFORMS in thanking them for their priceless contributions to the field and the business world.”
JD.com’s commitment to enhancing operational efficiency and customer service through OR/MS has been integral to its success. The company has developed an independently managed intelligent supply chain system that utilizes cutting-edge operations research algorithms to optimize warehouse management and logistics operations. This includes the operation of hundreds of intelligent warehouses and dozens of “Asia No. 1” intelligent logistics parks.
“We are honored to accept the INFORMS Prize and will continue to be steadfast in our dedication to leveraging the transformative potential of operations research,” said Sandy Xu, CEO of JD.com. “Our company’s supply chain not only aims to lead the industry, but also enhance the efficiency and well-being of our entire ecosystem.”
By the end of the fourth quarter of 2023, JD’s supply chain infrastructure assets had grown to RMB 153.8 billion, an increase of 16% year-on-year. Managing over 10 million self-operated SKUs, JD has achieved a global leading average inventory turnover of 30.3 days. This operational prowess enables JD to fulfill 95% of retail orders within 24 hours, significantly enhancing customer satisfaction and setting new standards in the industry.
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JD Super’s Ninth Annual “Baby Party” Campaign: Supporting Families with Newborns
JD Super, JD.com’s omni-channel supermarket division, successfully concluded its ninth annual “Baby Party” campaign, which ran from April 1st to 14th. Collaborating with leading brands from home and abroad, the campaign introduced new products and services designed to improve the shopping experience and reduce expenses for families with newborns.
Pioneering services included the “Fresh Milk Powder Express,” guaranteeing delivery of farm-to-consumer baby formula within 28 days, and the “Free Diaper Offers for Newborns” initiative, set to distribute one million diaper packs annually. Moreover, the “Life’s First Bottle” project significantly reduces the costs of high-quality milk bottles by offering them exclusively online at a 50% discount.
JD Super’s specialized after-sales services extend to over 90% of the company’s self-operated products, offering services such as free returns or exchanges. Another highlight was the introduction of the Chun Rui milk formula, developed in partnership with Feihe, a leader in infant milk production. This collaboration ensures top-quality products at better value for families.
Additionally, JD Super launched an online portal dedicated to public welfare activities, which promotes cost-saving measures, shares knowledge on baby care, and supports charity initiatives.
As part of its commitment to philanthropy, JD Super donated essential baby supplies valued at over one million yuan to 1,000 families in the economically disadvantaged Liangshan Yi Autonomous Prefecture of Sichuan Province, supporting local parents in this region.
The 2024 Report on Cost of Childbearing and Childrearing in China shed light on the challenges faced by parents, including limited free time and growing anxiety over rising costs and product safety. JD Super aims to mitigate some of these concerns by providing support to families nationwide.
JD.com Allocates RMB 500 Million to Help SMEs
