The most significant event of this year is undoubtedly the Covid-19 pandemic. Apart from the health implications, it has had a profound effect on businesses and economies globally.
Lala Move is a Hong Kong-based company that provides on-demand deliveries via its online and web applications. Founded in 2013, it operates in 21 cities in China, Southeast Asia, India and Latin America. During the lockdown, this suddenly increased to 100% in a week! The main reason it was able to cope was the reactive, fast decision-making within the company.
The customer service department plays an important role in any business. Despite the sudden growth during the lockdown, Lala Move still wanted customers to have a pleasant experience on the platform. On the whole, it took Lala Move two to three weeks to sort out this new business strategy – from hiring to training. This would have been unimaginable for the company pre-lockdown.Lala Move launched a new service, Buy4u, during the lockdown period. A driver/rider would purchase the items and deliver them to the customer.