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Author | Wei Shijie Lin Xiu Chen Chen Zhang Yimeng
Edit | Wei Shijie Lin Xiu
In the years of rapid development of China's Internet O2O, tens of millions of front-line sorting and distribution personnel have been gathered together. Like the capillaries of the city, these groups shuttle through the lives of the inhabitants and become the unsung heroes of the city. Internet factories are responsible for organizing, managing, and scheduling people, and at the same time are criticized for "dominating" people. Even in the past five years, the staggering infrastructure investment and operating costs invested by several major manufacturers in the field of "community group buying" have caused a lot of controversy, and these behaviors have been questioned for "disorderly expansion" and "abuse of capital".
But I have to admit that in the Shanghai epidemic since March, these Internet companies and their employees have played an important role. Putting aside the fierce market competition, they are now working together to serve more than 20 million residents in thousands of communities in Shanghai.
01 Loss of personnel
The list of quarantined employees is getting longer and longer.
On The day of March 28, the original 100-person staff of Shanghai Hema mini Beiyangjing store was suddenly reduced to 19 people, on this day, Shanghai was bounded by the Huangpu River, and the zoning implemented accounting screening: in the sealed area, the residential area implemented closed management, many employees could not go to the store, and the personnel gap reached 81%. At first, the store manager Chen Yanshan was a little confused: "How can this store still be opened?"
The replenisher trotted all the way from the back silo, wrapped his hands around the goods into the front store, and before they could put them on the shelves, they were taken out. Residents' shopping is measured in two or three trolleys. The store originally had 6 self-service cash registers and 1 manual cash register, but 4 mobile POS machines were temporarily added to eliminate the shopping queue. Online orders have also exploded, and the orders composed of three or four goods have disappeared in normal times, and the mood of hoarding has increased in special periods: today, a single often appears more than 60 goods. Chen Yanshan roughly calculated that the amount of picking, packing, distribution and other operations increased by 4 times in an instant. Insufficient manpower is the biggest problem: compared to the vegetable area, there used to be 7 people, and now there are only 1 people left, from morning to night.
For the city of Shanghai, this is a dangerous moment that has not been encountered in decades. According to the press conference, the number of new daily infections in Shanghai exceeded 5,000 on March 29, 10,000 on April 4, and 20,000 on April 7. As of April 7, the cumulative number of infected people in shanghai has exceeded 130,000.
"I could feel that everyone was a little scared at the time," said Chen Yanshan, who said that the warehouse itself was a closed environment with a greater risk of infection, but he could only ask employees to wear masks at all times and maintain a safe distance of more than one meter from people. The store's 23 people need to serve 300,000 people within a 3-kilometer radius – including four high-end office buildings, a detached apartment, and a patch of older neighborhoods.
The supply side has also become a problem. Fresh e-commerce such as Dingdong Grocery Shopping, Hema and Daily Excellent Fresh generally adopts the front warehouse mode: that is, the supplier transports the goods to the large warehouse (warehouse) to achieve inventory, and the freight driver transports them to the front warehouse (site) in bulk, and then the rider transports the order. A fresh e-commerce company that did not want to be named revealed that during the epidemic, due to the need for passes for suppliers to deliver to the warehouse, the number of suppliers who meet the requirements has decreased, the suppliers have lost less than 50%, and no freight drivers are willing to run to Shanghai - the risk is too big, and it may take 14 days of isolation.
In order to ensure supply, enterprises can only temporarily build connection service stations, for example, Daily Excellent Fresh has set up a trunk line connection service area in Jiaxing to receive vegetables from Zhejiang and Guangdong Provinces. In order to make up for the category fault caused by the supplier rupture, the fresh apps urgently launched a group purchase package, "What is on what, first meet the supply demand and then say."
Since these days, Shanghai citizens have squatted in front of the app and "grabbed the goods" at the time of sale, usually within a minute, it will show that it is sold out.
Ms. Li is the head of the community group buying group in a community in Shanghai, and her friend is a partner of Hema, and she revealed to Geek Park that it is understood that one day, the backstage of Hema received more than 20,000 orders, and the actual arrival of goods was less than 2,000 orders.
Generally speaking, the goods of the large warehouse will be delivered to each front warehouse in the early morning, and at five o'clock every morning, the front warehouse will start the day's work. In the case of sufficient inventory of the platform, the orders that can be delivered to the user's hands every day mainly depend on the amount of work undertaken by the sorter and the delivery staff. However, the loss of store personnel caused by sealing and control has greatly increased the per capita work intensity under the premise of ensuring supply.
As the first step in the daily order operation of the front warehouse, Xu Min and the sorting partners began to work before 5 a.m. every day.
Xu Min's Dingdong Buy Vegetable Rose Station is located in the Meilong area of Minhang, the nearby community is basically in a state of sealing, and the residents' shopping is basically solved by the online platform. Since March, the number of orders at Rose Station has continued to rise from more than 1,000 on weekdays, reaching a maximum of nearly 4,000 on a single day.
The soaring orders mean that the workload of picking and sorting goods has soared. On weekdays, orders for single-digit goods can be sorted in just one or two minutes, and the sorting time required today is doubled, or even tripled — a sorting station manager at Meituan told Geek Park that riders had received an order up to 2 meters long, which meant that it took 10 minutes to pick the goods alone, and the total weight of the order was more than 140 pounds, and the soles of the delivery staff's feet were blistered. Meituan's central kitchen serves meals to the employees of the delivery station every day, but the busy employees simply don't have time to eat - "Everyone is a noodle problem every day."
Recently, front-line sorters have been working from 5 a.m. to 12 p.m. daily, working nearly 19 hours. Meituan said that for the longest day, the sorting staff worked from 7:00 breakfast the previous day until noon the next day.
The number of weChat movement steps of the pickers reached the top of the | Courtesy of respondents
On the material side, Shanghai has not yet experienced a really lack of high alert, the real problem is the sudden reduction of transport capacity and difficult to deploy. But people's panic, the hoarding desire caused by high-priced private orders, will in turn oppress the few people in warehouses and sites, forming a painful cycle.
02 Sense of smell, pre-planning and tug-of-war
"At that time, the epidemic in Shanghai had not yet broken out, and the fresh food enterprises belonged to the supply assurance industry and had a keen sense of smell." Fang Rui, an executive of the fresh food company, recalled geek park that in his company, when the rider found that there was "big white (wearing protective clothing)" in the community, he would immediately report it. As early as March 1, the riders reported to the shop owner that two or three communities in the precinct had carried out risk control management, so the company set up a Shanghai epidemic special team. "I thought it was a local outbreak." The number of orders rose, so the company established a mechanism of shift breaks and allocated some surrounding resources.
"But then it was out of control." Fang Rui said that there are more and more sealing and control communities, and enterprises have begun to gather station managers and store managers with experience in fighting the epidemic and ensuring supply, forming a Group of Epidemic Teams in Shanghai, sharing information and coordinating management every day.
The signal came early on. Yao Rong, head of operations at Dingdong Minhang, told Geek Park that from early to mid-March, Dingdong received "a large number of phone calls" every day at 37 sites in Minhang District, all from residents, asking what to do if they can't grab the dish.
The standard answer for the site to reply to users is: Dingdong's daily delivery time is 6:30 and 8:30 in the morning, and you need to add what you need to buy to the shopping cart before that. In mid-March, the countdown for users is five minutes, and by late March, that number is compressed to one minute.
People have come up with all sorts of ways to grab food. In a recipe-grabbing guide widely circulated among Shanghai owners, in addition to ensuring that the network is unblocked, buying in advance and other conventional methods, it is even mentioned that the fascia gun can be used to accelerate the physical speed of clicking on the screen when grabbing vegetables.
On the eve of the 28th sealing, the riders of meituan, dingdong and other platforms told geek park that they received a notice from their superiors that they rushed to the company overnight, stayed at the station to wait for the deployment, the company transferred futons, and a small number moved to the hotel. Many people have not returned home, even if their neighborhoods have not been sealed – "in order to minimize the loss of personnel and ensure the supply of "vegetable baskets" for Shanghai residents."
In the impression of Dingdong rider Ji Kerry, the first day of sleeping in the site was cold and novel, but after a blood-boiling "mobilization meeting", the next work state was relaxed for a while, at the beginning, his work was even more idle, colleagues were also, March 10 to 15, the week, app data showed that the site has no one running a single. Everyone fell into a state of confusion.
Hema Chen Yanshan recalled that during that time, "the shelves were full, but we couldn't transport them out, and residents couldn't come in." My heart was in a panic." He is more worried that in the surrounding old community, many elderly people are not skilled in operating mobile phones and will not use apps.
"Because there are fewer materials and fewer orders that can be fulfilled, there is a period of time in between, and the manpower is not fully loaded." The head of another fresh app confirmed this to Geek Park.
According to Geek Park, according to the epidemic prevention and control policy, the supply enterprise will involve the handling of three kinds of passes: first, for freight drivers, it is necessary to apply for a trunk pass (clear license plate, driver, one person and one car); second, the work certificate of the delivery rider (need to ride with antigen test, or 24-hour nucleic acid test report), if the rider is intercepted by the checkpoint on the road, he can continue to run a single by showing his id. The third category is the company's own operational certificate. Shops, cars and people need three certificates to ensure supply and transportation capacity.
The three types of certificates involve different licensing departments, and the policies of each district are also different, the communication cost is higher, and the operational efficiency is more difficult to improve.
Flow chart of material supply under epidemic prevention and control | Geek Park Mapping
But companies have not been shut down by the difficulties of the moment. A number of fresh app executives told Geek Park that since March, companies have long demanded themselves with full guarantees, even if the capacity is still waiting to be restored, the company is also preparing sufficient manpower in other aspects to prepare for the resumption of operations.
In the face of emergencies, the response and organizational capabilities of Internet companies have played a lot of positive effects. Meituan Grocery Shopping organized a group of staff from the Wuhan area to come to Shanghai. On March 16, the first sorters arrived in Shanghai from Wuhan. Li Xia, who came to support by train overnight, is one of them, and she is currently assigned to the Hezhu Road station, "When the epidemic broke out in Wuhan, Shanghai regarded us in Wuhan as relatives, and now it is our turn to help our relatives in Shanghai."
Meituan, Hema and other enterprises have participated in the supply guarantee for many times in the new crown epidemic and have certain experience, and this round is the third emergency measure for Hema to open shared employment. Under the epidemic, many large-scale suspended catering enterprises and Internet fresh food e-commerce companies have reached a "wartime" mutual assistance: Harvest Day, Yunhai Cuisine and Xibei, which have twice cooperated with Hema. Huang Shiman was originally a front-court waiter at the Roast Meat Master Restaurant in Daning Jiuguang Center, and the original merchant temporarily suspended business due to the epidemic situation, and during the period of shared employment, she came to Hema (Daning Store) to work as a picker. "Employees of catering companies are more familiar with the process of picking and packing, and the communication is faster."
The multi-service structure of large enterprises also provides a backup guarantee for supporting front-line personnel. It is understood that Hema linkage Fliggy, third-party hotel platforms, etc., quickly coordinate room accommodation for front-line employees in the sealing and control area. Meituan also relied on the accumulation of resources in the store business to quickly arrange hotel accommodation for more than 1,000 employees. (Store employees can check in with the "Government Voucher for Staying at hema Hotel", "Official Letter", and 48-hour nucleic acid test report certificate.) ）
According to Geek Park, the management is responsible for coordinating the resources and transportation capacity between the districts and warehouses, responsible for the handling of emergencies, and in order to ensure that they are not affected by the sealing control, even employees with fixed residences in Shanghai will stay in the hotel. Most of the delivery and sorters at the front warehouse station live at the site for the convenience of work.
In Shanghai, the front warehouse sites and warehouses of major fresh apps are filled with sleeping bags, tents, blankets and quilts at night. The narrow aisle is covered with cardboard and insulated bags, and the clothes covered are a bed. After the end of work in the early morning, everyone sat on the floor and whispered, many people have been working for more than 20 consecutive days, "often the first half of the sentence is talking, the second half of the sentence is snoring."
03 Pass, layer by layer and global awareness
In order to transport supplies from other provinces and cities to Shanghai, a freight driver slept in the car for two weeks, lost 10 pounds in two weeks, and ate thirty meals of instant noodles in succession – we learned from within the company that according to the prevention and control policy, as of April 9, the freight driver was not even allowed to get off the bus in some service areas.
One of the interviewees showed off his circle of friends, and one of his friends, a truck driver, slept in the car, parked on the viaduct of Minhang Road in Shanghai's Waihuan, and the car froze. In recent days, there have also been videos of drivers trapped on the highway on the short video platform, and in one video, citizens along the line throw mineral water to the drivers on the highway.
On April 10, a set of chat records circulated in the Internet circle, and the CEO of a head enterprise said in the WeChat group that due to the different requirements of the local government, truck drivers are easy to be blocked during transportation, "ten truck drivers will eat ten", so the company called the partner's truck driver.
As of press time, there were still news that truck drivers on the way to Shanghai were trapped. An interviewee provided a chat record to Geek Park, which was originally supplied with epidemic prevention vehicles and free passes, but in actual scenarios, there were problems such as scalping and price increases. He observed that even vehicles that do not undertake epidemic prevention tasks hold passes, enter and exit at will, and go to offline stores that are still open to buy supplies. Owners of multiple neighborhoods cross-check the existence of this situation to Geek Park.
The pass measures didn't subside until a week later, and executives remember that at first, some areas had to have a pass to pass, but others only needed to guarantee a work permit for the company, and it wasn't until late March that the regional rules gradually converged. For the first time, "the policy is all vague."
Chen Liangjun, director of cainiao public relations, told Geek Park that in the current high-intensity transportation situation, the intensity pressure of truck drivers is high, "because of control, some places to pick up materials are not so smooth, (because truck drivers and other personnel can not be directly contacted) will also encounter no one to load the car, delivery can not be quickly unloaded situation." Including life, it is not easy to run on the road all the time, and it is not easy to eat hot meals. But everyone is very responsible, and with physical exertion and emotional pressure, the tasks handed over will definitely be sent."
"Many people complain that the policies of the districts are not uniform, and I understand the government." A partner-level executive told Geek Park that it is necessary to adopt different policies depending on the epidemic. For example, songjiang, Minhang, Pudong Beicai and other areas have a large concentration of residents, and the policy is naturally strict, while Yangpu and Hongkou have performed steadily in this round of the epidemic, and the policy is relatively loose - "If I were an employee of a government department, I might also be worried." If a pass is issued to the enterprise, the enterprise has the responsibility to assume the obligation of social security, and he certainly cannot become the source of the virus. The government is also under pressure on this matter."
When the enterprise gets a site operation pass, the certificate in each area of the street, neighborhood committee, public security, municipal supervision bureau, epidemic prevention office may face different use scenarios, these departmental standards according to objective requirements to produce different licensing standards, so the pass can not solve everything, in the face of the government's temporary inspection, the site needs to cooperate with the inspection of the sudden station, to a certain extent, it will affect the performance and distribution.
In areas with strict policies, there is indeed a conflict between supply guarantee and "zero clearance": "If you don't let it be delivered, you will not be able to keep the supply." If you want to guarantee supply, there is a possibility of transmission. This is a point of contradiction that we have encountered so far."
Shanghai, a super-first-tier city, accommodates 24.87 million people, and the daily supply demand is astronomical. For citizens, before the arrival of government supplies, the feeling of worry is inevitable. Especially contemporary young people are mostly accustomed to online shopping, when the app system collapses, can not achieve supply, may produce panic psychology. To some extent, supply assurance enterprises need to cooperate with the government to stabilize the mentality of citizens.
The executives of Daily Fresh stressed to us that at present, the company itself should strengthen its "self-inspection" and must not relax. "The warehouse itself is a closed environment, and once the virus appears, the items and people in the entire warehouse may face great risks." The company revealed that the company has to invest tens of thousands of employee nucleic acid testing costs every month, and the entry threshold must also be strict, at present, Dingdong buy vegetables, daily excellent fresh, Hema, Meituan and other enterprises must hold health certificates and two doses of vaccines, as well as nucleic acid certificates within 48 hours to apply for entry.
A number of middle-level enterprises reflect that at present, as long as the relevant materials are prepared, the application speed of relevant certificates is still relatively fast.
04 Turning points, trade-offs and recoveries
The turning point occurred on April 7.
Shanghai prevention and control policy update: For employees of the guaranteed supply enterprise, if the employee is not positive within 7 days of the sealed community, he can return to his post after the application of the enterprise. On this day, a number of companies such as Cainiao and Dingdong Buy Vegetables revealed to Geek Park that the transportation capacity has been partially released. At the same time, ali, meituan, JD.com, Pinduoduo four major platforms rushed to shanghai to ensure supply.
The above-mentioned people believe that there is reason to believe that enterprises and governments have reached an effective communication.
More than 300 kilometers from Shanghai, Zhejiang Taizhou Linhai Avenue and Hangzhou Yuhang Lingang Road, dingdong food sorting centers have been sleepless for two consecutive days. In a hurry, employees developed the most efficient way to pack and temporarily gathered more than 400 flexible staff to sort together – functional departments and management also all went out to help pack, processing 51,000 guaranteed supply packages in two days. Loaded with potatoes, tomatoes, apples, grains and eggs, the trucks arrived two days later in more than 50,000 families in Shanghai's Yangpu district.
In the Dingdong Buy Vegetable Self-operated Vegetable Planting Base located in Langxia Town, Jinshan, more than 40 workers are busy harvesting Shanghai green, Hangzhou cabbage, lettuce, celery... And other kinds of green leafy vegetables that Shanghainese love to eat. These dishes are grown based on market gaps – 800 acres of farmland can produce 10,000 vegetables per day. These vegetables are sorted, packaged, and quickly sent through the entire cold chain to front-loading warehouses near various communities.
For Internet fresh e-commerce companies, the establishment of the cold chain and supply side has played an emergency role in the epidemic. A cold chain practitioner introduced that large companies have multiple warehouses and can flexibly adjust warehouses, "Once a warehouse is sealed, the company will immediately coordinate suppliers to deliver to other warehouses to complete the supply chain transfer, so as to reduce losses on the one hand, but also to ensure supply in a timely manner."
Through the feedback of algorithms and user service centers, Internet companies can quickly assemble statistical demand and scientifically deploy - a company supply project team member revealed that the platform will distribute materials according to the push order system, and will also speculate based on previous sales data, the density of residents is large, the overall order is large, and more materials may be distributed.
In response to the problem of supply interruption caused by the epidemic, the major platforms have launched intensive supply guarantee projects in March, usually based on community group purchases, and the goods are no longer selected by users, but in the form of "blind boxes", "packages", "gift packages", etc. The above executives told Geek Park that this is because of the supply of individual categories, hoping to give priority to meeting the supply demand.
As a result, Shanghai citizens spontaneously initiated barter, first to meet the needs of life, and later, some of the needs that seem to be "luxury" at the moment were more raised: in a list of jokes circulating on the Internet, coke was considered to have the highest "market transaction value". Some families will bring a bouquet of flowers when shopping, and some people will buy the ice cream of each category one by one when placing an order - delivery rider Zhao Liang mentioned these grievances: "I really hope that everyone can understand, now that transportation capacity is very precious, can non-necessities be endured for a while?" 」
A fresh app that does not have the largest share in Shanghai tells us that at a critical moment, we must know what we should give up. "You may be giving up those SKUs (inventory units), it may be everyone's perception of your enterprise platform, but what you get may be that thousands of consumers can eat, and I think this is very important." Be prepared to change the structure of the goods at any time."
05 Limited Proof, Unlimited Needs and "Extreme Emergencies"
Geek Park estimates that China's major Internet platforms collectively have tens of millions of delivery personnel, such as riders and drivers. In the past few years of rapid development of China's Internet O2O, this group has shuttled through the lives of urban residents like the capillaries of the city. When the epidemic came, due to their familiarity with the daily streets and strong physical strength, but also because of their kind nature, many of them became volunteers in the community, the transportation capacity of public welfare organizations, and the unsung heroes who volunteered to help others.
Zhong Hainan, 26 years old, a native of Songyuan, Jilin Province, is a hungry driver in Shanghai; at the end of March this year, under the control of the epidemic in Shanghai, infant and young child products became an urgent demand for many mothers. Since Ele.me launched the "Baby Care Car" program, he was the first driver to sign up. Told that he might not be able to return to his accommodation, he was ready to stay in the car for ten and a half days.
Maternal and infant orders are very scattered, usually in Qingpu, Songjiang, Lingang and other remote suburbs where materials are scarce, which is more likely to generate such demand. For megacities like Shanghai, these destinations are very far away, and Zhong Hainan needs to travel nearly 400 kilometers a day and can only complete 20 orders a day.
The most impressive thing is that on the night of April 6th, the destination of the last order was near Lingang Dishui Lake, 70 kilometers from the city center, carrying several cans of milk powder, and Zhong Hainan drove more than 60 kilometers, which took more than 3 hours. Along the way, pass and nucleic acid proof checks were experienced at 14 highway junctions. It was past 1 a.m. when I arrived, and on the phone, the young mother kept saying thank you in a low voice.
That night, at three o'clock in the morning, he recorded a video of his parents. Although parents are worried about their son, they never directly express their worries, but only send Him WeChat to tell him to "pay attention to protecting themselves". In the video, Zhong Hainan says, "Your son is doing something very meaningful."
After the official launch of the "Emergency Special Needs Service", Ele.me's background received a lot of milk powder procurement needs - some small months old babies will have a very big risk if they face weaning. The delivery of milk powder is different from the general takeaway, on the one hand, the baby has higher requirements for brands and models, and it is difficult to buy suitable products from the surrounding areas in the case of few business stores; on the other hand, most of the stores with sources of goods are very far from the user's address, and even need to cross the river, which makes the Hungry Rider unable to take orders for delivery.
Taking advantage of the few passes to take on highly important demands became the platform's choice. As a result, Ele.me temporarily dispatched several special buses with guaranteed supply passes as "Hungry Baby Care Special Cars" to deal with such milk powder orders.
The person in charge of the project told Geek Park that under the premise of extreme shortage of maternal and infant materials, the merchants with the supply of goods did not worry about selling at all. In particular, cooperative merchants must promise not to increase prices, which requires good brand credibility. "Brands that really put their babies first are willing to prioritize the distribution of urgently needed orders." In the end, the two clerks of Shanghai's Wang Zhongyuan Store stayed in the store and distributed the goods at full capacity every day (because of the sealing reason, once they entered the store, they could not leave), so that the car ran smoothly.
According to the above-mentioned interviewee, at present, enterprises with a large share in Shanghai are making every effort to ensure the overall needs of the public, and enterprises with a smaller market share and scale are providing targeted assistance to special groups, special communities, nursing homes and other areas.
Following Ele.me, Meituan also launched an "emergency helper" service on April 3, mainly to help the elderly, pregnant women, disabled people and other special needs people to solve difficulties. As of April 6, the service has received more than 20,000 demands from single-need people, of which 60% are infants and 20% are elderly - at present, Meituan has launched the "Meituan Fast Donkey" targeted assistance pension project.
On the afternoon of April 10, in a media online group interview, Zou Xin, the station manager of the Meituan grocery service station, told a story: a few days ago, the emergency assistant received a demand from an elderly person to buy vegetables, and this demand finally flowed to the hands of a former warehouse station manager, because the Meituan employees did not have a special purchase channel, the station manager finally distributed a part of the materials distributed by the site employees every day and sent them to the elderly.
Wang Pu, head of the emergency helper operation of the Us group, said in an interview that among the currently completed needs, some of the pickup addresses are far from the receiving address, and even need to cross the region, and some receiving areas need a pass to enter. The project team colleagues will coordinate with many parties, and finally find a rider with a pass to help connect between the two areas and deliver the supplies to the user.
"Strategically, we want to give priority to protecting the needs of the public, and we may not be able to take care of the needs of the special line. But we will try our best... At present, in addition to guaranteeing supply through service stations, Meituan is also accepting government guarantee orders and launching community collection orders." Zou Xin said. (Note: At 10:00 a.m. on April 7, Mao Fang, vice president of Meituan, attended the Shanghai epidemic prevention and control conference.) ）
"Users generally reflect that it is still difficult to grab vegetables in Meituan, how do you respond?" Geek Park asked during a group visit.
"We are doing our best to ensure supply, and we are very clear about the feedback from the public (sigh). The methods that can be used are all used, and for the citizens, they say that they can't buy vegetables... I can only ask for your understanding." The respondent's mood began to fluctuate a little, "Please understand that we understand us, we did (sigh), we really did not make everyone satisfied, but we did do our best..."
06 Lone brave, small warmth and thousands of lights
Over the past few days, we have intensively found dozens of Internet fresh e-commerce practitioners, most of whom are struggling in the front line of Shanghai, squeezing out dozens of minutes of interviews in super-intensive work, and on the phone, most of them mentioned that "all enterprises are now desperate in Shanghai."
According to incomplete statistics, in the past five years, the sum of infrastructure investment and operating costs invested by major Internet manufacturers, including Ali, Meituan, JD.com, and Pinduoduo, in the field of "community group buying" may be as high as hundreds of billions of yuan. However, it is undeniable that these Internet companies have assumed a more important role in the fight against the epidemic.
Fang Rui told us a case: a few days ago, a father rushed to the store and demanded that his daughter, a sorter who had not returned home for several days, resign immediately. The girl cried and said to her father, "If I don't sort, what will so many people eat?" Father turned and left.
"None of us expected that the father would come to the store that night with the rolls and join the staff in packing." Fang Rui said that in fact, the father exceeded the upper limit of the working age and had no entry qualifications, which meant that he could not touch fresh goods and would not be paid, "but this old man has been volunteering to help us pack, and has been packing for more than ten days."
These employees believe that at this special time, "everyone has the heart to contribute to society."
Every night at 21:10, hema online orders close. The class in the store is over, and the work outside the store begins. In the 18 "box communities" responsible for beiyangjing store, the number of collection orders per day ranges from as few as 50 to 60 bags, and as many as 130 bags. One bag holds about 4 times the amount of other online orders at the moment. Behind each bag of goods is a family, manpower can not move, Chen Yanshan called out the hydraulic car in the store. The facility for transporting goods on weekdays is just used as a community delivery vehicle at the moment, and one vehicle carries nearly 1,000 kilograms of supplies.
A few days ago, colleagues jokingly cheered each other up, and everyone talked about a song called "Lonely Brave", "I listened to it for the first time on March 29, and I liked the phrase 'Who says that standing in the light is a hero'" Chen Yanshan said, that night, on the way to deliver supplies, he took a video to commemorate it, and suddenly felt a sense of it, saying in the video " (We) are like a lonely brave person."
There is a lot of little warmth gushing out of my heart and around me. He recalled: a government worker of the Food and Drug Administration of the jurisdiction strongly requested to come to the store as a food delivery volunteer; in the box community, some residents commented: "Jingdong is proud of the box horse this time..."; the sewer pipe near the store was broken one night, and the maintenance unit came to repair it the next morning.
Behind the delivery man are countless colleagues who are supported in the background. Zhong Hainan said that no matter how late every day, colleagues in the background will always accompany the delivery of the last order, they must always be on standby, for the frontline colleagues online to solve the order distribution, planning, customer service, after-sales and other issues.
At 6 p.m., we gaze at Shanghai from Google Satellite Maps. There are few vehicles on the road, and all that can be seen is the dense lights of the residential area, a city of 25 million permanent residents, most of whom are at home at the moment, not on the road.
"See, I guess they (the residents) are watching us in the window." In the video shot with Douyin, Chen Yanshan said, "I believe that the experience of the past ten days will not be forgotten for many years to come." Whether it's the city, or me."
Screenshot of Chen Yanshan's vibrato
(At the request of the interviewee, Fang Rui and Wang Pu are pseudonyms.) ）