B2X forms joint venture with Digiworld Corporation and expands partnership with Samsung in Vietnam
Customer care leader B2X strengthens its position in the rapidly growing mobile and electronics market in Vietnam
Ho Chi Minh City – August 4th 2017 – B2X – the global leading provider of customer care services for smart mobile and Internet of Things (IoT) devices, forming a strategic joint venture with Digiworld Corporation , officially offers care service to Samsung Electronics Vietnam.
The newly formed joint venture between B2X and Digiworld specializing in after-sales services significantly expands its operations in Vietnam as well as completes the professional services offering of Digiworld and provides mobile and electronics brands with a world-class customer care solution. “With B2X, we have finally found a strategic partner helping us and our customers to provide a complete go-to-market solution for international brands entering Vietnam,” says Viet Doan Hong CEO cum Chairman at Digiworld. “Without a doubt, B2X is the global leader in after-sales services and this substantial experience and deep expertise forms the foundation for our new joint venture. I’m really looking forward to turning our vision together with B2X into reality.”
In a strategic move, B2X has also acquired two leading local repair service and customer support providers, connecting all of their locations to an integrated service network. One of the first major brands to utilize the new B2X-owned service network is Samsung Electronics. On behalf of Samsung Electronics, B2X delivers end-to-end customer care for its mobile and tablet business along with its IoT, connected home appliances and TVs and together with existing customer service partners help Samsung to ensure the best customer service in Vietnam.
Since the beginning of July, B2X Care Solutions Vietnam operates eight walk-in service centers and employs around 150 service experts providing users of mobile and electronic devices with troubleshooting support and device repair services for in-warranty and out-of-warranty failures. With the new customer care setup operated by B2X, users of Samsung smartphones and any other Samsung devices will benefit from a consistent and reliable service experience.
“Hundreds of millions of people around the world love the Samsung brand and enjoy our products. Outstanding service is a key part of the overall experience with Samsung and we continue to invest in delivering premium customer care.” Mr. Phan Minh Văn, Director of Samsung Vina Electronics’ Customer Services said . “B2X helps us expand our customer care offering and service network in Vietnam and we’re happy to extend our excellent partnership, which we already appreciate in other markets such as the US and India.” All walk-in service centers are run based on B2X’s SMARTBAR solution, operated in multiple markets around the world. With a smartphone penetration of 26 percent, Vietnam is an exciting market with significant growth potential. An estimated 15 million smartphones will be sold by the end of this year, according to IDC Vietnam. Samsung remains by far the most popular smartphone brand with a market share of 28 percent.
“We couldn’t be happier announcing so many new success stories on our expansion into the Southeast Asian market. Our new joint venture with Digiworld has tremendous development potential and helps any mobile, IoT and electronics brand entering the Vietnamese market while providing a top-notch customer experience,” adds Rainer Koppitz, CEO of B2X. “Our evolving partnership with Samsung is another great achievement for us that fills us with pride. Vietnam is an exciting market and our new investments are another major milestone of the global growth story of B2X.”
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.
Founded in 1997, Digiworld today is one of the largest wholesalers of consumer electronics and smart mobile devices in the Vietnamese market. With 6,000 points of sales and an average annual growth rate of 33.7 percent, Digiworld ranks among the top 3 ICT industry players. Particularly, Digiworld Corporation is the unique local distributor providing full market expansion services from strategic planning, marketing, sales, logistics to aftersales service in ICT and Healthcare industries.
Head of Global Marketing & Communication
B2X Care Solutions