B2X Announces Tie-up with Mi India to Provide Superior Customer Care Through SMARTBAR Walk-in Service Centers
B2X becomes Mi India’s strategic aftersales partner, delivering premium customer support for its smartphones and other mobile devices
MUMBAI and MUNICH – January 12, 2017 – B2X, the leading technology-enabled provider of customer care services for mobile devices and consumer electronics, announced today that it has been selected by Mi India as one of their strategic customer service partners. Mi India is the Indian entity of Xiaomi, a leading smartphone manufacturer with whom B2X already collaborates in Europe where B2X supports Xiaomi’s wide array of accessories in multiple European markets. Xiaomi entered India in 2014 and is currently the #4 smartphone manufacturer in India. In a move to accentuate their customer experience further, Xiaomi has expanded their association with B2X to India.
B2X has rolled out a comprehensive service offering to 31 walk-in service centers across India, providing premium face-to-face support for people using Xiaomi smartphones. These service centers are based on B2X SMARTBAR, one of the most innovative in-store customer care solutions for mobile devices and consumer electronics. SMARTBAR is used by some of the most successful mobile brands in the world to deliver a cohesive customer service experience.
B2X SMARTBAR is a flexible in-store service solution that provides personal support and service for any warranty or out-of-warranty related issues including cross-selling devices and accessories. All services and repairs are performed by certified customer support experts and certified service engineers. The solution is integrated with the B2X SMARTCARE Technology platform that provides real-time visibility on all service interactions and the entire, end-to-end service process from the moment customers enter the store to the moment a repaired device is being returned.
“We are very excited to help Mi India deliver a superior customer experience in India. Many people around the world and here in India already fell in love with Xiaomi’s beautiful and well-engineered mobile devices. We will make sure that we exceed their expectations and deliver instant and personal service and support for any question people may have,” says Max Grabmayr, CEO of B2X India.
“It’s a great honor for us to expand our partnership with Xiaomi to the Indian market. India is the second largest and fastest growing smartphone market in the world. We are very happy that Xiaomi has selected B2X to help deliver a premium customer service offering to its customers in such a dynamic market environment. We are confident that we will add a lot of value to Xiaomi’s go-to-market approach in India and the success of the Xiaomi brand,” says Rainer Koppitz, Chief Executive Officer of B2X.
“We had a record-breaking start in the Indian market and sold more than one million devices within 18 days. India is for us one of the most important markets in the world and outstanding service is a key part of people’s overall experience with Xiaomi,” says Liu Tao, Overseas Service Senior Manager at Xiaomi. “B2X is an important strategic partner for us who helps us expand our service network catering for the continuous massive growth in the Indian market.”
B2X is the leading global provider of end-to-end customer care solutions for mobile and IoT devices. Founded in 2007, B2X helps many of the world’s leading mobile and consumer IoT companies deliver a superior after-sales service experience. The company’s unique positioning is based on its global service partner network and its SMARTCARE Technology platform that connects everything to a digitally integrated customer care ecosystem. With more than 1,000 employees and over 500 trusted partners in 140 countries worldwide, B2X is the premier after-sales service provider for manufacturers, insurance providers, carriers and retailers.
About Mi India
Xiaomi was founded in 2010 by serial entrepreneur Lei Jun, who believes that highquality technology doesn’t need to cost a fortune. We create remarkable hardware, software, and Internet services for and with the help of our Mi fans. Xiaomi entered India in 2014 and since then has showed an incredible growth rate due to the overwhelming support for our lineup, which currently includes Mi 5, Mi 4i, Mi Max, Redmi Note 3, Redmi 3S, Redmi 3S Prime, Redmi Note Prime, Redmi 2, Mi Power Bank, Mi Band, Mi Bluetooth Speaker, Mi Air Purifier 2 and other accessories. Within two years, Mi India has become the third-largest smartphone brand across the top 30 cities in India as per IDC. The company’s success comes on the back of our commitment to the government’s ‘Make in India’ initiative, which has enabled us to manufacture more than 75% of our smartphones in India.
For additional information, visit http://www.mi.com/in/.
Head of Global Marketing & Communication
B2X Care Solutions