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Xiaomi: Efficient repair management and reverse logistics for first-class customer service

Expanding into Europe with a reliable after-sales partnership with B2X

The Chinese smartphone company Xiaomi stands for leading design, simple elegance and high-end features. To accelerate its expansion across Europe, the company has entered into a service partnership with B2X.

What was 
our strategy?

Excellent service is an integral part of the customer experience at Xiaomi. It is crucial for the Chinese smartphone company to find a partner that meets the high service standards for every new market entry.

In its expansion into Europe, Xiaomi is focussing on key growth markets – and an after-sales partnership with B2X in order to meet the ever growing service demands of new customers across all distribution channels.

What was the client experience?

B2X coordinates all repair and return processes on behalf of Xiaomi. Whenever customers get in touch with Xiaomi in their own flagship store, through the online store or on one of the distribution channels, the service staff creates a repair order in the B2X system.

All processes are linked with certified repair centers and logistics service providers via the B2X SMARTCARE Technology platform. The whole process is automatically managed and leads to a seamless customer experience.

Solutions used:

B2X REPAIR

Repair product issues in no time with best-in-class repair and field service solutions.

B2X Business Services

Reimagine your after-sales service processes with our intelligent and innovative BPO outsourcing solutions.

B2X SMARTCARE Technology

Get on top of all service operations through our unique service management platform.

Read the full story

Get your free PDF copy of this success story and learn how B2x helps Xiaomi deliver excellence in customer care.

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Phil Telfer

Chief Sales Officer

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