MUNICH, GERMANY and SAN FRANCISCO, CA -- (Marketwired) -- 08/13/13 -- B2X Care Solutions, the leading provider of customer care for electronic devices, today announced the launch of its SMARTSERVICE Platform, a global end-to-end customer care solution for manufacturers, insurance providers, mobile network operators and retailers globally. The new platform closes the customer experience loop through the addition of new frontend in-store, phone and automated services to its established backend solutions. B2X is the choice for companies in more than 110 countries worldwide, including Amazon, Assurant, Motorola, HP, Sony and others.
Customer services and support can have a huge impact on your brand, and today's fragmented service networks leave most companies with unstable performance that lets customers down. B2X has created the first global, end-to-end services platform for smarter operations and better customer experiences.
"As devices become a bigger part of consumers' lives, we have witnessed the growing impact that service and support has on customer experience and long-term perception of consumer electronics brands," said Karim Barkawi, B2X Chief Executive Officer. "B2X supports leading brands with integrated customer care services which combine frontend resolutions close to consumers and industrial repairs in the backend."
The B2X SMARTSERVICE Platform
The B2X SMARTSERVICE Platform facilitates global, end-to-end customer care solutions for consumer electronics businesses, including manufacturers, insurance providers, mobile network operators and retailers. The platform supports customers from the moment they receive a device to the set up process, troubleshooting and assisted support, and all the way through the logistics and repair process.
To complement the company's existing back-end solutions, B2X is adding four new frontend services that address in-store service to Web and phone-based support.
The B2X SMARTSERVICE Platform consists of an end-to-end technology management layer and best practice service delivery processes to ensure consistency and quality across service operations, supported by a global organization of highly experienced staff and a trusted and reliable operational fulfillment partner network.
•One-stop-shop customer care
•Maximize customer satisfaction
•Focus on core business and the customer relationship
•Differentiate through innovative service offering
•Reduce time to enter new markets
•Secure service level performance
•Lower, more predictable cost of ownership
Smarter Frontend Operations
The B2X SMARTSERVICE Platform makes it possible for businesses to differentiate themselves and improve the initial customer experience through innovative in-store, on-device and online services.
•SMARTBAR - "White label" shop-in-shop style in store concept for retailers, mobile network operators and manufacturers
•SMARTAPP - Self-help tool that empowers consumers to learn and solve issues on their own
•SMARTHELP - Support solution that answers consumer questions via email, live chat and phone
•SMARTWEB - Provide instant help to customers using smartphones, tablets and computers.
Smarter Backend Operations
In addition, B2X leverages its proprietary service network and technology management platform to optimize and standardize customer care operations.
•SMARTLOGISTICS - Manage global delivery and exchange of electronic devices
•SMARTREPAIR - Manage repair of electronic devices
•SMARTPARTS - Manage parts planning, forecasting, warehousing and distribution
•SMARTRECOVERY - Manage recovery, refurbishment, reselling or recycling of exchanged parts
"We're looking forward to working with B2X to help manage our international expansion. Their platform and services allow us to enter emerging markets quickly and easily. B2X services help us provide an overall positive customer experience," commented Rudy Koch Director Reverse Logistics at Amazon Lab126.
SMARTCARE Operations Management Services
Our SMARTCARE Operations Management Services are an integral part of our value proposition. These services connect and integrate our solutions into one cohesive offering that we manage on behalf of our clients and according to their requirements and service levels. As a provider of managed customer care solutions, most of our solutions are white-label solutions outsourced to and delivered by our best-in-class partners, managed by B2X.
B2X is the choice for companies in more than 110 countries worldwide, including Amazon, Assurant, Motorola, HP, Sony and others.
The B2X SMARTSERVICE Platform is available now. For more information, visit www.b2x.com.
About B2X Care Solutions
B2X is the leading provider of customer care solutions for electronic devices to manufacturers, insurance providers, mobile network operators and retailers globally. Our first-of-its-kind Smart Service Platform consists of an end-to-end technology management layer and best practice service delivery processes to ensure consistency and quality across service operations, supported by a global organization of highly experienced staff and a trusted and reliable operational fulfillment partner network. That's why we're the choice for companies in more than 110 countries worldwide, including Amazon, Assurant, Motorola, HP, Sony and others. For additional information visit www.b2x.com.
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