Project Background
The client is a small-appliance brand in Yiwu, operating 12 stores across Taobao / Tmall / Pinduoduo / JD / Douyin Store with 5,000+ orders per day. In the past, 5 customer service agents handled platforms manually, leading to overselling, slow refund responses, and marketing campaigns whose results were hard to measure.
Fragmented multi-platform management meant inventory systems weren't linked, often resulting in "sold out on Platform A but still selling on Platform B" and a high complaint rate. The results of coupons, full-reduction offers, and live-stream selling were stitched together in Excel, leaving decisions lagging behind. The client wanted to build a unified operations platform.
Core Challenges
- Multi-platform orders are scattered and hard to unify, with agents worn out switching between platforms.
- Overselling and stockouts coexist, leading to frequent customer complaints.
- AI customer service scripts are inconsistent and hard to standardize.
- The results of coupons / full-reduction offers / live-streaming are hard to track.
- Multi-platform reports are hard to unify for reconciliation and profit accounting.
Solutions
Built on Hoobang's e-commerce operations ERP + AI customer service + Data BI, connecting multi-platform orders, inventory, service, and marketing to multiply operational efficiency.
Multi-platform Order Aggregation
Orders from 5 platforms flow back in real time into one unified workbench.
Smart Warehouse Allocation
Multi-warehouse + smart warehouse selection + shared inventory.
AI Service Scripts
AI recommendations + standardized script library + 7x24.
Marketing Campaign Management
Manage coupons / full-reduction / live-stream campaigns across all platforms.
All-platform Reports
Sales / profit / refunds aggregated across all platforms.
Returns & Exchange Center
A unified workflow for multi-platform returns and exchanges.
Implementation Results
Too many stores to manage across platforms?
Run 12 stores as if they were 1.
