After-sales Bao Raises 20 Million RMB in Series A Funding Led by Oasis Capital

After-sales Baobao approaches from the after-sales scenario, connecting brands, fulfillment providers, and consumers, gradually upgrading after-sales from a cost center to a revenue center for enterprises.

After-sales customer service system After-sales Baobao announced the completion of its Series A funding round, raising RMB 20 million with Oasis Capital as the sole investor. The funds will be used to deepen product specialization by industry and expand market reach to achieve scalable industry effects. The company behind the SaaS product "After-sales Baobao" is Zhonglian Chengye Technology (Beijing) Co., Ltd., which previously provided mobile customer service management solutions for clients including GE HealthCare, ABB, and Nestlé Professional. In July 2017, Zhonglian Chengye partnered with DingTalk to launch the "After-sales Baobao" product, serving thousands of clients across multiple sectors including SANY Heavy Industry, Keep, Hexagon, Kärcher, and BGI. Compared to marketing, sales, and R&D, after-sales service has always been relegated to a lower priority among enterprise business functions. As market competition intensifies and customer acquisition costs rise, companies are placing greater emphasis on maintaining user loyalty and driving customer repurchases and upsells. Quality after-sales service is critical to enhancing customer experience — every satisfying after-sales interaction means retaining a customer who might otherwise have been lost. Against this backdrop, after-sales management SaaS products including After-sales Baobao have begun to emerge.

After-sales Baobao primarily helps enterprises deliver quality after-sales service across three dimensions: service efficiency, customer satisfaction, and repurchase rate.

In terms of improving service efficiency, After-sales Baobao integrates previously fragmented functions — customer information, service personnel, spare parts, and verification — into automated collaborative workflows based on after-sales service processes. Through intelligent work routing, automatic route optimization, and SLA quality inspection, it reduces human and time costs in task allocation, on-site service, spare parts delivery, and revenue-expense reconciliation, improving overall service response speed and resource fulfillment rates.

For enhancing customer satisfaction, After-sales Baobao provides a client-side mini-program where customers can contact after-sales service, check task progress, and access product information and knowledge, thereby improving user experience.

Regarding repurchase rate improvement, After-sales Baobao can trigger brand awareness and repurchase intent during the after-sales phase by sending customers product warranty expiration notices, spare part replacement reminders, and more — with purchases completed directly through service personnel or the enterprise's WeChat mini-store.

Li Ming, head of After-sales Baobao, stated that its customer base consists mainly of brand manufacturers and service providers with fulfillment delivery scenarios and ongoing service relationships, concentrated in electrical manufacturing, machinery manufacturing, medical devices, general equipment, specialized equipment, and computer and communications sectors.

Li Ming revealed that After-sales Baobao's current contract renewal rate stands at 70%, with renewal amounts exceeding 100%. The company's business has grown nearly threefold.

Domestically, going deep and thorough in after-sales management could very well uncover a new growth market.

Internationally, Salesforce has launched Service Cloud, a dedicated customer service management product.

Article first published on 36Kr, author Li Yajing, editor Shi Yaqiong, republished with authorization from Oasis Capital.

Oasis Capital is a new-generation venture capital firm in China, dedicated to discovering the most vital entrepreneurs of the next decade and growing alongside them to create long-term value. "Championing Vitality" is Oasis's vision and mission. This vitality is both the direction of structural transformation in our era and the force of resilience and evolution within entrepreneurs. Oasis Capital focuses on early and growth-stage investments, with individual checks ranging from $3 million to $30 million, concentrating on technology-enabled services in education, healthcare, and enterprise services to support China's technology-driven new service upgrade.