«Since implementing the system, we’ve received a lot of positive feedback from product sellers. They appreciate the faster and more accurate claim processing, as well as the transparent information sharing, which has really built customer trust.»

A CJ Logistics official

CJ Logistics Gunpo Fulfillment Center (Source: CJ Logistics Press Center)

In the booming e-commerce market, fulfillment services are becoming increasingly critical. CJ Logistics, with its vast logistics infrastructure and the largest delivery network in South Korea, is leading the charge.

They’re constantly innovating to meet heightened customer expectations for delivery services, setting new benchmarks in the logistics industry. By leveraging their unparalleled infrastructure and network, they offer a wide array of delivery options—same-day, dawn, holiday, next-day—to boost customer satisfaction. This swift and accurate delivery, in turn, helps online sellers increase their repeat purchase rates.

CJ Logistics had been using CCTV footage installed in its fulfillment centers to accurately handle the surge in order volumes and the corresponding rise in customer claims. They were also on the hunt for a solution that could integrate their logistics hubs across the country and manage vast amounts of CCTV video quickly and efficiently.

CJ Logistics teamed up with Hanwha Vision to enhance its customer service capabilities through optimized video management.

Their joint goal was to build a system that could process customer claims as quickly and effectively as possible. At the time, CJ Logistics’ fulfillment centers in Gunpo and Yongin already had over 130 Hanwha Vision cameras installed at their packing tables. The two companies decided to maximize synergy with the existing systems, ensuring a seamless integration with the new setup.

To achieve this, they installed 72CH SSM recording servers (XRP-4210B4), equipped with Hanwha Vision‘s VMS (Video Management Solution) SSM, at each center. They also adopted Packing Bridge Software. This allowed them to integrate video and barcode information while largely retaining their existing infrastructure and packing processes.

Hanwha Vision Packing Bridge Software links with various barcode scanners, receiving barcode information in real-time. This information is then sent to the SSM, which integrates it with the video data from the CCTV cameras for unified management. This means users can view both the packing history and the corresponding video footage simultaneously, significantly boosting operational efficiency.

A CJ Logistics official explained, «We sought ways to leverage our existing infrastructure to maximize customer satisfaction. By effectively matching information from our current CCTVs and barcode scanners with the new solution, we’ve established an efficient response system. This allows us to quickly review the packing situation for any parcel that receives a customer complaint and identify the root cause of the issue.»

Hanwha Vision‘s logistics solution goes beyond just packing video management, offering an end-to-end solution that covers the entire logistics center process, including fixed mount barcode reading cameras and remote monitoring solutions. Notably, the BCR (Barcode Reading) camera is the industry’s first dual-lens camera that unifies real-time barcode recognition and video recording functions in a single unit. The high-performance barcode scanning and integrated video management provided by BCR cameras simplify system setup and maintenance due to their straightforward design.

Through the implementation of this system, CJ Logistics is driving positive changes in various areas, maximizing operational efficiency and boosting customer satisfaction.

Crucially, they’ve moved away from the cumbersome manual process of reviewing CCTV footage one by one. The new real-time, data-driven system enables immediate action when issues arise. Both the head office and the Daejeon CS Center now use SSM for remote monitoring, establishing an efficient response system that allows them to track situations in real-time and quickly analyze and address the causes of claims.

A CJ Logistics official shared, «Since implementing the system, we’ve received a lot of positive feedback from product sellers. They appreciate the faster and more accurate claim processing, as well as the transparent information sharing, which has really built customer trust.» They added, «We’ll continue to enhance this system to solidify our position as a smart logistics company.»