Customer care innovation leader B2X celebrates 10 year company anniversary
In record time, the former Munich startup has become the leading after-sales service provider for smartphones and IoT devices
Munich – 12 July 2017 – Customer care provider B2X is celebrating its 10 year anniversary this year under the motto “10 Years of Innovation”. The company looks back on an impressive growth story. Founded in 2007 as a startup, today B2X is one of the leading providers of Business Process Outsourcing (BPO) in after-sales services, with more than 1,000 employees and a global presence in 140 countries. Many of the world’s leading smartphone and IoT brands rely on B2X, including Apple, Lenovo, Microsoft, Samsung, Sony and Xiaomi.
B2X was created as a spin-off from Barkawi Management Consultants, a consultancy firm specialising in supply chain management. “Many of our clients in the tech and telecommunications industry used to face very similar challenges, such as how to ensure a globally consistent customer experience in the midst of rapidly increasing global growth,” remembers B2X founder Karim Barkawi, who is now part of the company’s advisory board.
As an end-to-end provider, B2X consolidates after-sales service operations based on its global customer care ecosystem and its SMARTCARE technology platform. Today, B2X is the only company offering full BPO (Business Process Outsourcing) for after-sales service for all kind of connected devices. The company operates on behalf of mobile device manufacturers but also insurance companies, also offering additional services such as device damage protection or the take-back of used devices. As a result, B2X customers are given complete transparency regarding their service processes and can offer their end-customers a first-class service experience – from the moment a customer has a question about, or problem with, their device, right up until a complete solution has been found.
For its innovation leadership, B2X has received several awards over the last decade, including the Financial Times FT1000 Award, the Cool Vendor Award from Gartner and as the winner of the European Business Awards. Notable investors such as Earlybird Venture Capital and Grazia Equity have been supporting B2X since its early startup phase and continued to do so as it grew rapidly.
“B2X is well positioned in the global market for after-sales services. We expect to continue growing in the double-digit percentage range moving forward,” says Rainer Koppitz, CEO of B2X. “We enjoy a trustworthy relationship with nearly all of the world’s leading smartphone brands. The next important phase in our growth story is our entry into the consumer sIoT market. Providers of consumer IoT devices such as virtual reality headsets, connected household appliances and wearables are desperately on the lookout for a global BPO solution for after-sales services. We are the only provider to completely cover the entire service process from online self-help via the contact center through to device repair.”
According to current analyst forecasts, around 6 billion smartphones will be in use worldwide by 2020. In addition, there will be 14 billion IoT devices in the consumer segment. With some 20 billion devices in use, this creates an enormous market potential for after-sales services. After a record result in the last fiscal year, B2X expects growth of more than 20 percent and an annual turnover of around 140 million euros in the current fiscal year.
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.
Head of Global Marketing & Communication
B2X Care Solutions