SMARTPARTS â A smarter way to manage ...
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
SMARTPARTS – A smarter way to manage parts planning, forecasting, warehousing and distribution
B2X SMARTPARTS efficiently makes sure the parts are there, always. B2X SMARTPARTS makes sure that spare parts are available when needed to repair a product so your customers don’t have to wait to get their issue fixed and can always remain connected and on the go. B2X SMARTPARTS manages the entire parts planning, forecasting, warehousing and distribution process to make sure that repair centers always have the needed spare parts at hand. B2X SMARTPARTS can accurately forecast the material demand for customer care operations through its highly efficient material planning and deployment processes and tools. We enable manufacturers, carriers, retailers and insurance companies to optimize inventory across the lifecycle of electronic devices. We deliver a leveraged platform with attractive pricing, best practice processes and utmost reliability and accuracy. As a core part of the B2X Smart Service Platform, B2X SMARTPARTS utilizes a global network of warehouses and distribution capabilities and partners.
Profile Elevate your brand with B2X Customer Care Solutions B2X SMARTPARTS, a core solution of the B2X Smart Service Platform, manages the entire parts planning, forecasting, warehousing and distribution process. The B2X Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment your customer enters a store until they have a question or need to replace, repair or return a device quickly.
01
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
Benefits
Features
Increase forecasting accuracy for spare parts and swap units
Inbound logistics from material suppliers
B2X has significant competence in forecasting the material demand for customer care operations.
Optimize inventory levels By deploying highly efficient material planning and deployment processes and tools, B2X can optimize inventory across the lifecycle of electronic devices.
Minimize excess and obsolete inventories B2X delivers a turnkey spare parts management solution that can forecast the material demand for customer care operations and minimize excess or obsolete inventories.
Reduce investments in inventories With our intelligent planning and deployment methods, we help to minimize new-buy of parts through utilization of existing good and faulty stock within the network
Increase transparency regarding material availability, inventory levels, demand and return streams Our technology management platform ensures visibility and better control over material availability and inventory levels.
B2X sources spare parts and materials directly from accredited suppliers and manages the entire logistics process.
Inbound processing and goods receiving B2X processes the incoming spare parts and swap units, and provides real-time feedback on spare parts quality.
Warehousing B2X manages the storage of spare parts and swap units, and ensures smooth material fulfillment and optimal coverage through a network of partners.
Outbound processing including pick, pack & ship B2X tracks and routes all outgoing spare parts and swap units to the service network, and ensures that these materials are packaged and shipped according to local legislations.
Outbound logistics to service partners B2X handles all logistics to the service partners, ensuring that spare parts and swap units are delivered on time and in good condition.
Improve supplier performance B2X offers a leveraged platform with best practice processes and utmost reliability and accuracy to improve supplier performance.
Optimized utilization of returned parts By increasing the transparency of return streams, B2X enables manufacturers to optimize the utilization of returned parts.
02
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
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. Benefits for our clients: »» Increased service performance and continuous KPIs improvements »» Standardization and consolidation of service management activities »» Focus internal service staff on value added activities that drive differentiation »» Reduce OPEX by outsourcing supplier mangement functions »» Reduce overall costs by leveraging B2Xs global presence and service organization »» Transform fixed headcount costs into variable service fees SMARTCARE features for SMARTPARTS solution: »» Supplier Evaluation and Selection in order to select best-in-class fulfillment partner »» Support operational, technical and administrative support for fulfillment partners »» Claims Handling & Validation to ensure correct claiming of transactions
»» Fraud Detection to filter out non-compliant claiming of transactions »» Invoice & Payment Handling for fulfillment partners »» KPI Analysis & Reporting to visualize performance of fulfillment partners »» Performance Management to optimize performance of fulfillment partners »» Financial & Operational Audits to secure service process and reporting compliance at fulfillment sites »» Trainings & Certifications onsite and remote to enable fulfillment partners to deliver a great performance »» New Product Introductions (NPI) support to prepare fulfillment partners for the launch of new products »» Supply Chain Event Management for tracking and routing spare parts and swap units in the service network »» Network Optimization to ensure optimal coverage through a network of fulfillment partners »» Quality Management such as real-time feedback on spare parts quality »» Mystery Shopping to ensure a smooth material fulfillment for repair centers »» Contracting & Sourcing of fulfillment partners »» Customs & Duties Management for incoming and outgoing spare parts and swap according to local legislations »» Planning & Forecasting of required material demand »» Order Management for required spare parts and swap units »» Material Reclamation for exchanged spare parts and swap units
Platform Overview B2X Smart Service Platform – a global, end-to-end solution The B2X Smart Service Platform facilitates global, endto-end customer care solutions for consumer electronics businesses. Our delivery platform supports customers from the moment they receive a device to when they have a problem, and all the way through the logistics and repair process.
Frontend-Operations Differentiate your business by offering customers an innovative customer service offering.
SMARTBAR A smart “white label” shop-in-shop style in store concept for retailers, mobile network operators and manufacturers
SMARTWEB A smart way to provide instant help to customers using smartphones, tablets and computers.
Backend-Operations Leverage our delivery platform to optimize and standardize reverse logistics operations.
SMARTLOGISTICS A smarter way to manage global delivery and exchange of electronic devices
SMARTREPAIR A smarter way to manage repair of electronic devices
SMARTAPP
SMARTPARTS
A smart self-help tool that empowers consumers to learn and solve issues on their own
A smarter way to manage parts planning, forecasting, warehousing and distribution
SMARTHELP
SMARTRECOVERY
A smart support solution that answers consumer questions via email, live chat and phone
A smarter way to manage recovery, refurbishment, reselling or recycling of exchanged parts
03
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
About B2X Care
Quick Facts
B2X Care is the leading provider of customer care solutions for electronic devices.
Summary
We understand the impact that customer service can have on your brand, and today’s fragmented supplier networks leave most companies with unclear performance that lets customers down. We make sure your customers stay happy. That’s why we’re the choice for companies in more than 110 countries worldwide.
Learn more For more information on B2X Care SMARTPARTS: or the B2X Care Smart Service Platform, please visit www.b2x.com or email [email protected] or [email protected].
Download More information about SMARTPARTS:
www.b2x.com
B2X SMARTPARTS, a part of the B2X Smart Service Platform, manages the entire parts planning, forecasting, warehousing and distribution process. The Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment a customer enters a store until they need help in the middle of the night or need to replace or return a device.
Business need »» Focus on core business and the customer relationship »» Reduce time to enter new markets »» Secure service level performance »» Lower, more predictable cost of ownership »» Hands-off solution
Benefits »» »» »» »» »» »» »»
Increase forecasting accuracy for spare parts and swap units Optimize inventory levels of parts and swap units throughout the network (distribution centers, regional warehouses, service locations, depots, service engineer’s vehicles) Minimize excess and obsolete stock Minimizing new-buy of parts by maximizing the utilization of existing good and faulty stock within the network Increase transparency regarding material availability, inventory levels, demand and return streams Improve supplier performance Optimized utilization of returned parts
Features »» »» »» »» »»
Inbound logistics from material suppliers Inbound processing and goods receiving Warehousing Outbound processing including pick, pack & ship Outbound logistics to service partners
Copyright © 2013 B2X and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This do cument is not guaranteed to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed eithe r directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. B2X and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under licens e and are trademarks or registered trademarks of
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SMARTPARTS – A smarter way to manage parts planning, forecasting, warehousing and distribution
B2X SMARTPARTS efficiently makes sure the parts are there, always. B2X SMARTPARTS makes sure that spare parts are available when needed to repair a product so your customers don’t have to wait to get their issue fixed and can always remain connected and on the go. B2X SMARTPARTS manages the entire parts planning, forecasting, warehousing and distribution process to make sure that repair centers always have the needed spare parts at hand. B2X SMARTPARTS can accurately forecast the material demand for customer care operations through its highly efficient material planning and deployment processes and tools. We enable manufacturers, carriers, retailers and insurance companies to optimize inventory across the lifecycle of electronic devices. We deliver a leveraged platform with attractive pricing, best practice processes and utmost reliability and accuracy. As a core part of the B2X Smart Service Platform, B2X SMARTPARTS utilizes a global network of warehouses and distribution capabilities and partners.
Profile Elevate your brand with B2X Customer Care Solutions B2X SMARTPARTS, a core solution of the B2X Smart Service Platform, manages the entire parts planning, forecasting, warehousing and distribution process. The B2X Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment your customer enters a store until they have a question or need to replace, repair or return a device quickly.
01
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
Benefits
Features
Increase forecasting accuracy for spare parts and swap units
Inbound logistics from material suppliers
B2X has significant competence in forecasting the material demand for customer care operations.
Optimize inventory levels By deploying highly efficient material planning and deployment processes and tools, B2X can optimize inventory across the lifecycle of electronic devices.
Minimize excess and obsolete inventories B2X delivers a turnkey spare parts management solution that can forecast the material demand for customer care operations and minimize excess or obsolete inventories.
Reduce investments in inventories With our intelligent planning and deployment methods, we help to minimize new-buy of parts through utilization of existing good and faulty stock within the network
Increase transparency regarding material availability, inventory levels, demand and return streams Our technology management platform ensures visibility and better control over material availability and inventory levels.
B2X sources spare parts and materials directly from accredited suppliers and manages the entire logistics process.
Inbound processing and goods receiving B2X processes the incoming spare parts and swap units, and provides real-time feedback on spare parts quality.
Warehousing B2X manages the storage of spare parts and swap units, and ensures smooth material fulfillment and optimal coverage through a network of partners.
Outbound processing including pick, pack & ship B2X tracks and routes all outgoing spare parts and swap units to the service network, and ensures that these materials are packaged and shipped according to local legislations.
Outbound logistics to service partners B2X handles all logistics to the service partners, ensuring that spare parts and swap units are delivered on time and in good condition.
Improve supplier performance B2X offers a leveraged platform with best practice processes and utmost reliability and accuracy to improve supplier performance.
Optimized utilization of returned parts By increasing the transparency of return streams, B2X enables manufacturers to optimize the utilization of returned parts.
02
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
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. Benefits for our clients: »» Increased service performance and continuous KPIs improvements »» Standardization and consolidation of service management activities »» Focus internal service staff on value added activities that drive differentiation »» Reduce OPEX by outsourcing supplier mangement functions »» Reduce overall costs by leveraging B2Xs global presence and service organization »» Transform fixed headcount costs into variable service fees SMARTCARE features for SMARTPARTS solution: »» Supplier Evaluation and Selection in order to select best-in-class fulfillment partner »» Support operational, technical and administrative support for fulfillment partners »» Claims Handling & Validation to ensure correct claiming of transactions
»» Fraud Detection to filter out non-compliant claiming of transactions »» Invoice & Payment Handling for fulfillment partners »» KPI Analysis & Reporting to visualize performance of fulfillment partners »» Performance Management to optimize performance of fulfillment partners »» Financial & Operational Audits to secure service process and reporting compliance at fulfillment sites »» Trainings & Certifications onsite and remote to enable fulfillment partners to deliver a great performance »» New Product Introductions (NPI) support to prepare fulfillment partners for the launch of new products »» Supply Chain Event Management for tracking and routing spare parts and swap units in the service network »» Network Optimization to ensure optimal coverage through a network of fulfillment partners »» Quality Management such as real-time feedback on spare parts quality »» Mystery Shopping to ensure a smooth material fulfillment for repair centers »» Contracting & Sourcing of fulfillment partners »» Customs & Duties Management for incoming and outgoing spare parts and swap according to local legislations »» Planning & Forecasting of required material demand »» Order Management for required spare parts and swap units »» Material Reclamation for exchanged spare parts and swap units
Platform Overview B2X Smart Service Platform – a global, end-to-end solution The B2X Smart Service Platform facilitates global, endto-end customer care solutions for consumer electronics businesses. Our delivery platform supports customers from the moment they receive a device to when they have a problem, and all the way through the logistics and repair process.
Frontend-Operations Differentiate your business by offering customers an innovative customer service offering.
SMARTBAR A smart “white label” shop-in-shop style in store concept for retailers, mobile network operators and manufacturers
SMARTWEB A smart way to provide instant help to customers using smartphones, tablets and computers.
Backend-Operations Leverage our delivery platform to optimize and standardize reverse logistics operations.
SMARTLOGISTICS A smarter way to manage global delivery and exchange of electronic devices
SMARTREPAIR A smarter way to manage repair of electronic devices
SMARTAPP
SMARTPARTS
A smart self-help tool that empowers consumers to learn and solve issues on their own
A smarter way to manage parts planning, forecasting, warehousing and distribution
SMARTHELP
SMARTRECOVERY
A smart support solution that answers consumer questions via email, live chat and phone
A smarter way to manage recovery, refurbishment, reselling or recycling of exchanged parts
03
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
About B2X Care
Quick Facts
B2X Care is the leading provider of customer care solutions for electronic devices.
Summary
We understand the impact that customer service can have on your brand, and today’s fragmented supplier networks leave most companies with unclear performance that lets customers down. We make sure your customers stay happy. That’s why we’re the choice for companies in more than 110 countries worldwide.
Learn more For more information on B2X Care SMARTPARTS: or the B2X Care Smart Service Platform, please visit www.b2x.com or email [email protected] or [email protected].
Download More information about SMARTPARTS:
www.b2x.com
B2X SMARTPARTS, a part of the B2X Smart Service Platform, manages the entire parts planning, forecasting, warehousing and distribution process. The Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment a customer enters a store until they need help in the middle of the night or need to replace or return a device.
Business need »» Focus on core business and the customer relationship »» Reduce time to enter new markets »» Secure service level performance »» Lower, more predictable cost of ownership »» Hands-off solution
Benefits »» »» »» »» »» »» »»
Increase forecasting accuracy for spare parts and swap units Optimize inventory levels of parts and swap units throughout the network (distribution centers, regional warehouses, service locations, depots, service engineer’s vehicles) Minimize excess and obsolete stock Minimizing new-buy of parts by maximizing the utilization of existing good and faulty stock within the network Increase transparency regarding material availability, inventory levels, demand and return streams Improve supplier performance Optimized utilization of returned parts
Features »» »» »» »» »»
Inbound logistics from material suppliers Inbound processing and goods receiving Warehousing Outbound processing including pick, pack & ship Outbound logistics to service partners
Copyright © 2013 B2X and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This do cument is not guaranteed to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed eithe r directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. B2X and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under licens e and are trademarks or registered trademarks of
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