microsoft implements globally consistent service ... · the smartapp for lumia support application...

With more than 1.4 billion registered devices, Microsoft has one of the world’s largest customer bases in the mobile industry. B2X supported the tech giant in rolling out a global customer care solution to 132 countries with the goal of helping users of Microsoft Lumia smartphones in all service-related matters.

Microsoft Implements Globally Consistent Service Experience in Less Than 2 Months

B2X Success Story | Microsoft


A globally integrated customer journey – for 1.4 billion devices in 132 countries

Company

Microsoft

Headquarters

Redmond, Washington, USA

Key Products

Microsoft Lumia Smart-phones, Microsoft Feature Phones

Served Markets

132 Countries Worldwide

Website

microsoft.com

Year Founded

1975

Microsoft required a global service solution for its Lumia smartphone customers as quickly as possible. At the beginning of 2016, the company made the decision to separate from its mobile phone business previously acquired from Nokia. Globally, there are 1.4 billion registered phones in 132 countries. In order to offer every customer the best possible service, Microsoft sought a globally established partner, which could cover the entire customer service journey and work based on a sophisticated technology platform. In October 2016 B2X became Microsoft’s primary after-sales partner to provide customer support and device repair services for the Lumia and feature phones.


From on-device help to lifetimeprotection – Lumia users benefit from innovative services at every lifecycle stage

The SMARTAPP for Lumia support application helps customers diagnose their device and – if additional support is required – connects people directly from their phone with the contact center service.

Self-Help App

Microsoft customers start their support journey on the online support portal where they find troubleshooting information, get access to the contact center service or initiate a repair.

Online Support

For expert support, customers can chat with a contact center agent via the online support portal or request a callback by an agent. The service is provided in 14 languages – 24 hours, 365 days.

Call Center Support

B2X manages a digitally connected service network with 198 Microsoft certified repair centers around the globe. Customers who need to get their device repaired get instant help for any in-warranty or out-of-warranty issues.

Repair Service

A global logistics network managed by B2X ensures that Lumia smart-phones that need to be repaired get shipped fast to the nearest repair center and returned to the customer upon repair or replacement.

Reverse Logistics

B2X manages the global spare parts supply chain and ensures that all repair sites have easy and fast access to parts and replacement devices they need in order to provide a seamless customer service experience.

Parts Management

B2X offers in cooperation with its insurance partner simplesurance a protection plan for smartphone users, insuring Lumia devices against accidental damage.

Protection Plan

Self-Help App

Online Support

Call Center Support

Repair Service

Reverse Logistics

Parts Management

Protection Plan


B2X establishes globally integrated service solution based on SMARTCARE TECHNOLOGY within two months

Within two months, B2X established a global service solution, which went live in October 2016. Customers, who use Microsoft Lumia smartphones and require help, can now diagnose their device directly from their own device via the SMARTAPP for Lumia self-help app. Should customers require further help, they can contact a support expert in the contact center directly via chat or callback. If the expert determines that a repair is necessary, a repair order is automatically produced and the device is repaired within a few days. For all parties involved, the entire process is carried out in a totally transparent manner and runs on B2X SMARTCARE TECHNOLOGY – in 132 countries, 24 hours a day, 365 days a year.

devices are repairedwithin a few days

a global servicesolution is established

the service is available in 132 countries, 24 hours a day, 365 days a year

diagnose the device via self-help app or contact an expertthrough chat or callback

“With 200 repairs centers and up to 170,000 transactions per month, B2X operates on our behalf one of the most comprehensive service ecosystems in the industry. Furthermore, thanks to the contact center support provided by B2X in 14 languages, support and advice is provided to our customers at any time, wherever they are.”

Jerry KnobenHead of Global Care Operations, Microsoft

2016OCTOBER


COUNTRIESIN TWO MONTHS

RESULTS:

OBJECTIVES:

132

B2X continues to seamlessly serve Microsoft’s Lumia Phone and Feature Phone customers and 300 trade partners.

B2X helped Microsoft establish a global customer care ecosystem in no time.

Find a global partner to manage the end-to -end customer care process in 132 countries.

SMARTCARE TECHNOLOGY provides real-time service tracking and transparency.

Frontend customer support and backend operations integrated on one global customer care platform to ensure a consistent service experience to customers.

Seamless transition from previous service network managed by Microsoft to B2X’ digitally connected customer care ecosystem in only 2 months.

Automation and visibility of all service processes based on B2X SMARTCARE TECHNOLOGY.

Unified Microsoft service experience for end-customers’ in-warranty and out-of-warranty issues across the globe.

Price transparency and foreseeable cost through pay-per-unit model instead of transaction-based pricing model.

% VISIBILITY100

SERVICECONTINUITY

Ensure continuation of superior customer care to end-customers and 300 trade partners.

Utilize best-in-class customer care technologies for self- service, contact center support and logistics and repair.

Offer intelligent service options for self-help and extended protection beyond warranty.

BENEFITS:


About B2X

SmartphonesTablets

MUNICHGermany

Canada Mexico

Poland

Brazil

India Russia

China

B2X is based in Munich, Germany but operates throughout the world with subsidiaries in 10 countries and staff in 35 countries.

B2X emerged as the only global end-to-end customer care platform technology and services company in 2007. B2X has more than 900 employees and trusted service partners operating in more than 140 countries.

B2X is a technology-enabled provider of customer care services for mobile and electronic devices to manufacturers, insurance providers, carriers and retailers. B2X helps its clients deliver the most seamless customer care experience.

1100+ EMPLOYEES

2007FOUNDED IN

140+COUNTRIES

NotebooksTablets

TabletsIot /

wearables TabletsSmart

watches

U.K.

Singapore

Vietnam

U.S.


Ten Years of Innovation

B2X enters the IoT market and launches its first IoT projects. Samsung partners with B2X for customer care in global markets.

Customer Care For A Connected IoT World

2017

Rainer Koppitz joins B2X as CEO and leads the 1,000+ employees and operations in 140 countries. B2X becomes Microsoft’s after-sales partner.

New Ceo, 1,000+ Employees, 140 Countries

2016

B2X partners with emerging smartphone brands from China such as OnePlus and Xiaomi to support their global growth ambitions.

From ChinaInto The World

2015

Through a strategic acquisition, B2X secures a footprint in India. Apple partners with B2X and Gartner recognizes B2X as a Cool Vendor.

First Strategic Acquisition

2014

B2X lays the foundation for its global service platform and wins with Motorola and Sony two global leaders of the mobile industry.

Growing Global With Motorola And Sony

201o

B2X intensifies its efforts to build the leading customer care ecosystem based on its partner network and integrated IT landscape.

First E2e Customer Care Solution

2011

B2X strives to become the partner of choice for mobile brands by providing a truly global customer care platform.

Global Customer Care Vision

2009

B2X manages customer care for BenQ-Siemens after the company decided to discontinue its mobile phone business.

First Signature Customer

2008

Karim Barkawi and a small team of consultants establish B2X with the mission to disrupt the customer care model.

A Customer Care Pioneer Is Born

20o7START

With SMARTCARE Solutions and SMART- CARE Technology, B2X brings the most comprehensive after-sales solution to the market.

Operational Excellence In Customer Care

2013

B2X wins a new major customer: BlackBerry. The struggling smartphone manufacturer outsources its global customer care operations to B2X.

Global Customer Care For Blackberry

2012


This publication of B2X Care Solutions GmbH as well as each single part of it is subject to copyright. Every secondary utilization even of texts, text extracts, visuals, statistics or otherwise beyond the limits of copyright issues without written permission by the company are prohibited and will be prosecuted. This predominantly refers to the copying, translating, microfiches, transfer to online services and any other Internet offers and the insertion as well as assimilation into any other electronic system.

B2X Care Solutions GmbH will not take responsibility or warranty for relevance or correctness of files and information provided. Liability claims to B2X Care Solutions GmbH, which refer to any kind of material or virtual damages, caused by the utilization of the provided information or malfunctioning and/or incomplete Information, are generally excluded, as long as no provable deliberate or heavily negligent blame exists on the part of B2X Care Solutions GmbH.

B2X Care Solutions GmbH - Rosenheimer Str. 145D - 81671 Munich - Germany - www.b2x.com

microsoft implements globally consistent service ... · the smartapp for lumia support application...

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