Excellent customer service – delivered on a single platform.
SMART SERVICE Platform
Eliminate customer care complexity and deliver superior after-sales service using the B2X SMART SERVICE Platform – for higher customer satisfaction and better business outcomes.
Our Customer Care Solutions provide an excellent multi-channel service experience and seamlessly connect you with your customers at any point of the product usage lifecycle. Our Business Process Services intelligently help you transform your service operations with reliable processes and flexible technologies.
Our aspiration: Excellent business results and seamless customer care experiences
Excellent service is a key driver of customer satisfaction and loyalty. Consumerization and digital transformation led to ever increasing customer expectations beyond conventional product features. People expect superior customer care for every question they might have, at any point in time.
Learn how B2X helps smartphone and consumer electronics companies deliver an excellent service experience by optimizing the entire service delivery process.
Customer Care Solutions
Customer centricity and excellent support are key enablers for a perfect product usage experience. Many companies challenge conventional customer service setups and their ability to solve customer problems in a convenient and efficient way.
B2X helps companies with a unique and holistic customer care ecosystem by letting their customers engage seamlessly across multiple touch points and obtain attractive care solutions. From professional customer interaction and product support solutions to value-added services, the B2X SMART SERVICE Platfom provides an unmatched flexibility to meet after-sales business needs and reinforce brand loyalty.
Business Process Services
In the era of increasing customer power and expectations towards outstanding, personalized service and product ownership experience, companies are challenging their service setups regarding cost efficiency, reliability and flexibility to rapidly response to changing market and business conditions.
B2X’s Business Process Services empower companies to shape up and strengthen service operations to become more responsive and resilient to ever-changing customer and business needs. Combining years of industry expertise, SMARTCARE Technology and BPO business process solutions, B2X helps clients to energize and revamp customer service strategies and delivery models enabling true differentiation and sustainable business outcomes.
Awarded for innovation and thought leadership
What our clients are interested in:
What products does B2X service?
B2X supports all kinds of consumer electronic and mobile devices:
- Smartphone and feature phones
- Home appliances and white goods
- TV sets
- Personal computers and laptops
- And many more…
We cover product support on all technical levels (L0-L4) including refurbishment services as well as product swap and advance exchange operations. Using OEM-authorized or certified third-market spare parts ensures high component and repair quality.
What geographies / regions / countries does B2X support?
B2X global service network covers more than 140 countries from Asia Pacific to Europe, Middle East and Africa to North & South America.
More than 1,500 B2X employees oversee the operations of our global service and supply chain fulfillment network of more than 500 partners.
How does B2X operate to be able to provide the services in all markets and regions?
As general contractor, B2X runs an omni-channel service network by leveraging own service network infrastructure or its strong base of 500 specialized service and fulfillment partners.
Securing seamless integration of any partner on our Smart Service Platform and the standardization of workflows and data exchange allow B2X to manage and operate in real-time. We call it “Service Network Event Management” delivered though our Control Towers.
More than managing service partners, B2X responds for own operations in own premium service centers or with our own service field force. From Brazil to the United States or from Russia to India B2X Care Experts and Walk-in Service Centers deliver world-class performance – honored by our clients and awarded continuously.
Our consequent approach of regional execution and central planning and performance control with strive for automation and integration of all relevant service processes and partners allows B2X to scale and react quickly to our clients business needs.
How does B2X secure consistency and compliance in delivering services?
From data harmonization, standardized claim validation procedures to high-professional technical services and service partner accreditation / authorization routines complying to regional and international quality management systems and norms , B2X consequently secures service network compliance towards statutory regulations and our clients’ operational procedures.
B2X service partner are selected towards strict criteria supporting our business needs – from ISO-9000 certification to specific certification programs such as data erase and security or waste handling. Regular service partner audits (financial, operational, and technical) secure that our partners follow the most common quality management and compliance systems.
Leveraging learning management and people certification tools, B2X secures professionalism, retention and customer orientation of all our B2X care experts and our service partners’ staff.
With SMARTCLAIM and SMARTANALYTICS (both service modules in our enterprise service management suite SMARTCARE Technology), B2X secures consistent warranty claim validation and detection of fraud patterns.
What are the typical service levels and key performance indicators B2X is delivering?
B2X supports repair of electronic products on all common repair levels from product ccreening, fault validation and software support (L0) to mechanical (L1-2) to electromechanical repair (L3-L4). B2X further provides swap stock and advance exchange operations. Looking at the service experience from a customer-centric point of view, B2X process are designed and aligned to deliver performance to our clients key-metrics such as
- Customer Interaction:
- First Contact Resolution
- Response times
- Contact Quality and Customer Satisfaction (NPS, CSAT-Scores)
- Product Support:
- Turn-around-time (speed)
- Bounce (Quality)
- Parts usage per repair (Cost)
- Swap Rate (Cost)
Definition and setting of service levels (SLAs) is agreed with our clients in specific statement of works (SOW) and in accordance with the desired customer experience levels.
How does B2X secure service network resilience and stable operations?
In a fast changing after-sales markets, B2X relies on strong service partners with a trusted track-record in providing aftersales services. Through diversification in our partner network, B2X is able to shift repair volumes from one site to another site in due course.
Working with leading companies in its domain (such as DHL or UPS for logistics, MTTC, Anovo, VSP or Brigthstar for product support or Teleperformance for Contact Center Services), B2X is able to provide reliable and high-class services to its clients at any point in time.
How are clients and service partners integrated on the SMART SERVICE Platform?
B2X SMARTCARE Technology is designed to seamlessly integrate service and fulfillment partners through restful APIs.
With SMARTHUB, our proprietary data collector, B2X is able to collect, compute and harmonize data points from various sources and in various formats and make them available wherever needed or feed then back in real-time into our clients and / or our own Control Tower applications.
How fast can B2X onboard a new client and start operating services?
B2X consultative approach follows our “consult-build-transfer-operate principle” – a standard customer and project onboarding approach. Depending on our clients’ requirements, the business and customization needs and scope of work, onboarding takes on average 45 to 90 days.
What supply chain and logistic capabilities does B2X have?
Material management is one of – if not – the key function to secure world-class product support and repair solutions. Staying on top of inventories in central warehouses or at our partners’ premises is a key concern of B2X.
The B2X supply chain practice covers domains such as complete parts management and inventory and consumption tracking to parts demand planning and order management.
Managing B2X-own or our clients’ assets, B2X secures high turn-over and efficient inventory levels to reduce working capital and unsatisfied demand.