
Fully Booked 是一个面向英国小巴和大巴租赁的预订平台,也是其背后运营商的业务共享网络。客户只需在客户网站上描述一次行程,就能收到能够承接的运营商按评价和车辆照片排序的报价,并以一笔受保护的小额定金完成预订。接不了单的运营商可以在应用中推荐客户,当网络中的另一家公司承接时即可获得分成。围绕这一循环的还有报价单、取消通知、Get Covered、合作伙伴联系人、已保存的预订、钱包、业务主页和 Prebooked 小部件,全部运行在同一个后端之上,并由一个管理控制中心统一管理。
完整故事
运营商分享自己承接不了的业务,客户在同一处获得真实报价,网络中的每家公司都能从中获益。
每个运营商都会推掉业务
英国的小巴和大巴租赁业务依靠众多小公司运转,而每一家每周都要拒绝好几次。车辆已经派出,行程超出服务范围,前一晚有辆大巴抛锚,或者客户想要更低的价格。过去,这样的客户最多拿到一个朋友的电话号码,甚至什么都得不到。接电话的公司一分钱也赚不到,而本可以承接这趟行程的公司则根本不知道有这回事。
Fully Booked 由一位厌倦了这种情况的运营商创立。它把这个行业里最重要的两段对话连接起来,运营商与运营商之间,以及运营商与客户之间,让接不了单的公司把业务转给能接的公司,让客户在真实报价之间选择,也让转出业务的公司因这条线索获得报酬。
被拒的业务一键变成推荐
当运营商不得不拒绝时,应用会把这次拒绝变成一次交接。只需在 Earn Commission 上轻点一下,就能生成一份以运营商自己名义出具的精美 PDF、一段得体的说明,以及一个让客户向所有合适公司询价的链接,几秒钟内即可通过 WhatsApp 或电子邮件发出。
客户听到的是来自一家本就信任的公司的推荐,而不是广告。运营商维系了客户关系,客户一旦预订,还能获得预订金额的一部分,在行程当天结算;追踪器则像追踪包裹一样跟进这条线索:已发送、已填写、已报价、已预订、已付款。



一次询价,送达每一家能帮忙的运营商
客户只需填写一张表单,写明路线、日期、乘客人数、车型大小和行李。能够承接的运营商会立即收到通知,先是推荐公司的合作伙伴,然后是排行榜上最受信任的公司。报价会并排返回,附有车辆照片、评价和付款方式,让客户在比较价格的同时也比较信誉。



放心沟通,安全预订
客户和运营商可以自由聊天并商定新价格,但在预订确认之前,电话号码、电子邮件地址和公司名称都会被隐藏。这一条规则同时保护了双方:客户不会被陌生人纠缠,运营商靠服务取胜而不是靠谁先拿到号码,交易临近时也没人能绕开网络。
确认时,客户在线支付一笔小额定金。定金在行程成行前一直托管,行程取消则立即退还;如果某家运营商让客户失望,网络可以召集平台上的每一家公司来接手这趟行程。随后,确认函和发票会自动发送给客户、双方运营商和平台,无需任何人手动录入。



车辆无法出车时,由网络接手
车辆故障和重复预订,正是小公司永久失去客户的时刻。借助 Get Covered,运营商可以把行程发布给信任的合作伙伴或整个网络,查看愿意接手的公司给出的报价,与之沟通,并把业务交给选中的那一家。接手的公司得到一单原本永远看不到的业务,客户也照样完成行程。
合作伙伴通过专属代码添加,志同道合的公司由此组成一个业务共享圈,率先看到彼此的线索和接单需求。每一次发给平台之外公司的接单请求都附有加入邀请,网络正是这样通过自己的成员不断壮大。




运营商每天都会打开的工具
推荐网络只有在运营商一直打开应用时才能运转,因此 Fully Booked 发展成了他们经营业务的工具。报价单几秒钟内就能以专业 PDF 发出,每份末尾都附有一个让客户比较更多报价的链接。取消通知变成措辞得体的信函,把客户交回网络而不是让他们无人可找,运营商还能从重新预订中获得收入。
- 已保存的预订会在每次接客前提醒运营商,并附上路线、距离和行车时间
- Send to Driver 以 PDF 形式把行程单交到司机手中
- 一个钱包集中管理收入、费用、提现和充值





以运营商自己名义的直接预订
运营商也希望拥有自己的客户,而不只是共享的客户。每家公司都有一个业务主页,展示车队、评价、营业时间和预订表单,而 Prebooked 小部件只需一行代码,就能把同样的表单放到运营商现有的网站上。这些询价作为直接客户进入应用,平台只在行程被预订时才收费。



让网络保持诚信的控制中心
由独立公司组成的市场依赖信任运转,因此创始人通过一个管理后台来经营它。新运营商在报价前要经过审核,报价模板和车辆照片需要批准,对话和评价受到管理,每一笔预订、接单、付款和提现都可以追溯。
费用、额度和每个运营商的权限都是设置项而不是代码改动,因此商业模式可以和市场一样快速调整。



为持续交付而构建
一个基于 MongoDB 的 NestJS 与 GraphQL 后端,同时服务于两大应用商店上的 React Native 应用、客户网站、运营商网站、管理后台、文档网站和小部件;由 Square 收款,Twilio 验证手机号,每份 PDF 都在服务器端生成。它先运行在Cloudflare 之后、DigitalOcean 上的 Docker 中,后来零停机迁移到自托管的 Kubernetes 集群。
自 2023 年以来,同一套架构支撑了每一个阶段而无需重写,从最初的草图到每一次应用商店发布。对运营商而言,这意味着一个在使用中不断变好的产品;对创始人而言,这是一个无需重建就能成长的平台。
他们的评价
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12月 05, 2024
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10月 18, 2023
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