The "Fatal" Goods Are In Chaos, And The Value Of 10 Billion Yuan Is Hard To Cover The Absence Of Management

"Women's renting and riding goods Lala net car Hailing accident" is continuing to ferment.

At about 9:00 p.m. on February 6, Ms. Che ordered a cargo Labrador due to her move. That night, she needed to go to Meixi Lake Bubugao apartment from tianyimeiting in Yuelu District, Changsha, Hunan Province, less than 10 km by car. However, at 9:30 p.m., the driver dialed 120 and 110 to say that the lady jumped out of the window on Quyuan road in Yuelu. On February 10, Ms. Che died of serious injuries.

During this journey, the vehicle has yawed three times. At present, the police have not yet carried out further police briefing, and the reasons behind the tragedy are still unknown. However, it remains to be considered that there are no relevant recording and video recording equipment in the car and the app, so it is difficult to record and collect evidence directly. This is also a focus of the outside world's focus on questioning huolala.

On February 21, Huo Lala released a statement on the incident, saying that a special handling team was set up as soon as possible to cooperate with the police to provide all the required order information, and said that he had contacted the family members of the deceased. "Huolala will continue to fully cooperate with the police, and there will be no escape from the platform's responsibility in this incident."

"In the future, if the police results come out, we will make a statement." "We have provided all the information required by the police." On February 23, in an interview with the 21st century economic reporter, Huo Lala said. Regarding whether to consider adding audio and video equipment and other safety protection measures in the driver's car in the future, the cargo Labrador did not give a positive response, only said that "the subsequent statement shall prevail".

Frequent customer complaints

On Weibo, a user who claimed to be the brother of the deceased gave a detailed account of the causes and consequences of the incident.

The user recalled that at 9:24 p.m. on February 6, Ms. Che was still interacting with her colleagues in the working group, and she could not see that her mood was abnormal. However, at 9:30, when the vehicle arrived at Quyuan Road, the driver called 120 and 110 and said that passengers jumped out of the window because of three times of yaw. Later, Ms. Che was sent to the hospital for rescue, but eventually the rescue was invalid and died.

At the same time, the user stressed that when the car lady's family members wanted to see the audio and video recordings on the car or in the app to restore the truth, huolala staff said that there were no audio and video equipment in the car or on the app.

These also constitute the doubts of this incident. Ms. Che chats with her colleagues in the working group. Why did she choose to jump out of the window after 6 minutes? Why did the vehicle yaw three times?

Police have yet to give a detailed investigation. However, the external question on cargo Lala is that there is no relevant safety equipment and measures on the vehicle involved, which has also become the most direct way to restore the truth of the incident.

In addition to the safety measures involved in this incident, the 21st century economic reporter noticed that there had been a number of friction between drivers and users on the freight Lala platform. On the complaint platform of black cat, a total of 4294 results were searched for "goods Lala". A large number of complaints pointed to such problems as the loss of goods by the drivers of goods Labradors and private price increase. At the same time, the careless customer service of goods Lala was also complained by users.

A user said that on February 21, this year, a taxi driver who arrived at the wrong place and privately increased the price was refused, and then yelled at the user. The above users said, "we have the following requirements for the platform and drivers: 1. The platform strengthens the management of drivers. 2. For the driver's behavior, the platform must give corresponding punishment. 3. Ask the driver to apologize to us. ".

Some users who have used the service have told the 21st century economic report that the management of the platform is extensive, and the models ordered on the Internet do not match the models of the real service, resulting in the failure of the service.

In an interview with the 21st century economic report reporter, pan Helin, executive director and professor of the Digital Economy Research Institute of Central South University of Finance and law, believes that as a platform, freight Lala needs to coordinate the relationship between users and drivers, especially in the aspects of service uniformity, compliance and normalization, and needs valuable output. In terms of providing service security, the platform should take the necessary responsibility.

"The management of cargo Labradors is still extensive, lacking the necessary access threshold. In the future, the freight Lala needs to improve the audit of drivers and install necessary facilities inside the operating vehicles, such as audio and video recording." Pan and Lin said.

Balance between capital and users

On December 22, 2020, huolala announced the completion of round e financing. This round of financing was led by Sequoia Capital China fund, followed by hillhood capital, Shunwei capital and other old shareholders, with a financing amount of $515 million.

After confirming the round of financing, Zhou Shengfu, founder and CEO of torala, once said that the main purpose of the fund was "market expansion, especially the business sinking to the fourth and fifth tier cities will continue to accelerate".

Only one month later, on January 20, the financing news came out again. It was reported that its f round financing of US $1.5 billion was about to be completed. This round of financing was led by the old shareholders Sequoia Capital China fund and Hillhead capital, with Boyu capital, Tiger Fund, Vitruvian Wien capital, D1 capital and other institutions.

After this round of financing, the latest valuation of torala is expected to reach $10 billion.

As a star unicorn in the capital market, huolala is related to its fast expanding business. No wonder Zhou Shengfu said frankly after financing that the fund would be used for market expansion. According to the data of cargo Labrador, as of November 2020, its business scope has covered 352 cities in mainland China, with 480000 drivers and 7.2 million users per month.

For a freight platform, the driver is an important chessman for business development, so to strive for more drivers to join has become the premise of business expansion.

Taking didi freight, which was officially launched in the middle of last year, as an example, in order to attract drivers to register, there is no need for platform information fee for the registration of the first batch of drivers during the promotion period. "After the market matures, the registered master needs to pay the platform information fee, and the initial proportion is 10%." A promoter close to didi freight told the 21st century economic reporter.

For cargo Lala, its current attention is also more focused on business expansion, rather than driver audit and other platform safety responsibilities. At present, on the freight Lala platform, the driver registration process is to download app, improve personal basic information and vehicle information, participate in training and audit, and then receive orders.

However, 21st century economic reporters have learned that there are quick ways. "Direct registration to the venue requires a fuel fee of 300 yuan, various training and a deposit of 1000 yuan," a person close to huolala told the 21st century economic news reporter. "However, if you want to register with a cargo Labrador, you can get rid of the fuel charge and deposit. You only need your driver's license, driving license and ID card."

Driver registration is not strict, which means that their quality is uneven, it is difficult to ensure the user experience. It is not difficult to understand why there are many complaints from users on the platform of huolala. There are even incidents that seriously damage the user's experience and brand reputation, such as temporary price increase of drivers and damage of goods. Until this time, the user jumped out of the car and died.

"When urban distribution moves, the platform middleman mode is adopted for goods Lala, which has certain competition with the direct moving mode or the direct urban distribution mode." Panhelin told the 21st century economic reporter that "the price performance of the current products is higher, because the platform is only the role of an intermediary. However, with the increase of market players, the urban distribution industry still needs to pay attention to the service ability. "