SMARTREPAIR â A smarter way to manage ...
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
SMARTREPAIR – A smarter way to manage global repairs
B2X SMARTREPAIR keeps your customers connected and on the go. There’s nothing better than a phone, tablet or computer repair done quickly. B2X SMARTREPAIR makes sure that your customers don’t have to spend unnecessary days and weeks for a repair to be completed, allowing them to continue their daily routines. A great repairs experience has a great impact on your customer, and on your brand. SMARTREPAIR is a scalable repair solution established across 110 countries. B2X manages more than 10 million repair incidents per year – at the highest quality and highest cost efficiency. The service provides a consistent and reliable repair process for smartphones, tablets, computers and any other electronic devices. SMARTREPAIR is performed by our best-in-class network of fulfillment partners – from walk-in service locations up to high-end repairs in a factory environment.
Profile Elevate your brand with B2X Customer Care Solutions B2X SMARTREPAIR, a part of the B2X Smart Service Platform, manages the entire electronic device repair process so you can get on with your core business. 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.
Enabled by state-of-the-art equipment and operated by highly skilled technicians, leading electronic device manufacturers use SMARTREPAIR to run their warranty operations at the highest efficiency levels while delivering a high-quality customer experience. SMARTREPAIR also offers out of warranty solutions for insurance companies, network operators and electronic retailers. A core part of the B2X Smart Service Platform, B2X SMARTREPAIR seamlessly interfaces with existing supply chain networks to help companies establish more efficient repairs.
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Solution Brief | A B2X SOLUTION FOR MANUFACTURER
Benefits
Features
Enhanced customer experience through process reliability and quality assurance
B2X SMARTREPAIR offers a comprehensive set of software and hardware repairs, for both in-warranty and out-of-warranty, delivered through in-store, inhome and central repair centers
Customers will appreciate the reliability and quality of B2X services.
Improved repair quality and reduced bounce rate Through our trusted and certified service partner network, we offer higher levels of repair quality and reduced bounce rates.
Reduced warranty cost through scale With selected service partners in more than 110 countries globally, B2X is able to bundle repair volumes across multiple clients to achieve lower warranty costs.
Stable and improved turnaround times Our technology management platform ensures stable and improved turnaround times.
Repair best practices Our service partner network operates on a best practices basis, supported by a global technology management platform for consistency and quality.
»» »» »» »» »» »» »» »» »» »»
Software updates Screening & testing Mechanical repairs Electrical repairs Board level repairs Refurbishment Same unit repairs Bulk repairs In-warranty repairs Out-of-warranty repairs
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.
Real-time product quality feedback We support manufacturers with real-time data and analysis to understand the quality of their products, especially after the launch of a new product so that returns can be prevented through quick and intelligent solutions.
02
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
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 SMARTREPAIR solution: »» Supplier Evaluation and Selection in order to select best-in-class repair partners »» Content Management such as repair manuals and service instructions »» Support operational, technical and administrative support for repair partners »» RMA Management through analysis of claimed warranty returns »» Claims Handling & Validation to ensure correct claiming of repair incidents »» Fraud Detection to filter out non-compliant claiming of repair incidents »» Invoice & Payment Handling for repair partners
»» KPI Analysis & Reporting to visualize service performance of repair partners »» Performance Management to optimize service performance of repair partners »» Financial & Operational Audits to secure service process and reporting compliance at repair centers »» Technical Audits to ensure adequate technical capabilities at repair centers »» Trainings & Certifications onsite and remote to enable repair centers to deliver a great customer experience »» New Product Introductions (NPI) support to prepare repair centers for the launch of new products »» Supply Chain Event Management for tracking and routing devices in the repair network »» Network Optimization to ensure optimal coverage through a network of repair centers »» Quality Management such as real-time feedback on product quality »» Mystery Shopping to ensure a smooth repair experience for customers »» Contracting & Sourcing of repair centers »» Customs & Duties Management for all logistics activities from and to a repair center according to local legislations »» Planning & Forecasting of required repair capacities as well as spare parts and swap 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.
Front End 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
02
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 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 SMARTREPAIR or the Smart Service Platform, please visit www.b2x.com or email [email protected] or [email protected].
Quick Facts Summary B2X SMARTREPAIR, a part of the B2X Smart Service Platform, manages the entire electronic device returns process so you can get on with your core business. The Smart Service Platform provides a global, end-toend 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
Download
»» »» »» »» »»
More information about SMARTREPAIR:
Benefits
www.b2x.com
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
»» Improved customer experience through shorter turn-around times »» Cost efficiency through volume freight rates »» Lower returns costs through bundled and consolidated volumes »» Increased control and transparency for logistics provider invoices »» Compliance with import / export regulations »» Environmental sustainability
Features »» Inbound logistics from the collection network into central return hubs »» Outbound logistics of repaired devices from central hubs back to collection points »» Advance exchange solutions for providing customers instantly with an exchange device »» Collect and return solutions with delivery of exchange device »» Sorting, screening and classification of incoming devices »» Screening and processing of Dead On Arrivals (DOA)
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
04
SMARTREPAIR – A smarter way to manage global repairs
B2X SMARTREPAIR keeps your customers connected and on the go. There’s nothing better than a phone, tablet or computer repair done quickly. B2X SMARTREPAIR makes sure that your customers don’t have to spend unnecessary days and weeks for a repair to be completed, allowing them to continue their daily routines. A great repairs experience has a great impact on your customer, and on your brand. SMARTREPAIR is a scalable repair solution established across 110 countries. B2X manages more than 10 million repair incidents per year – at the highest quality and highest cost efficiency. The service provides a consistent and reliable repair process for smartphones, tablets, computers and any other electronic devices. SMARTREPAIR is performed by our best-in-class network of fulfillment partners – from walk-in service locations up to high-end repairs in a factory environment.
Profile Elevate your brand with B2X Customer Care Solutions B2X SMARTREPAIR, a part of the B2X Smart Service Platform, manages the entire electronic device repair process so you can get on with your core business. 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.
Enabled by state-of-the-art equipment and operated by highly skilled technicians, leading electronic device manufacturers use SMARTREPAIR to run their warranty operations at the highest efficiency levels while delivering a high-quality customer experience. SMARTREPAIR also offers out of warranty solutions for insurance companies, network operators and electronic retailers. A core part of the B2X Smart Service Platform, B2X SMARTREPAIR seamlessly interfaces with existing supply chain networks to help companies establish more efficient repairs.
01
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
Benefits
Features
Enhanced customer experience through process reliability and quality assurance
B2X SMARTREPAIR offers a comprehensive set of software and hardware repairs, for both in-warranty and out-of-warranty, delivered through in-store, inhome and central repair centers
Customers will appreciate the reliability and quality of B2X services.
Improved repair quality and reduced bounce rate Through our trusted and certified service partner network, we offer higher levels of repair quality and reduced bounce rates.
Reduced warranty cost through scale With selected service partners in more than 110 countries globally, B2X is able to bundle repair volumes across multiple clients to achieve lower warranty costs.
Stable and improved turnaround times Our technology management platform ensures stable and improved turnaround times.
Repair best practices Our service partner network operates on a best practices basis, supported by a global technology management platform for consistency and quality.
»» »» »» »» »» »» »» »» »» »»
Software updates Screening & testing Mechanical repairs Electrical repairs Board level repairs Refurbishment Same unit repairs Bulk repairs In-warranty repairs Out-of-warranty repairs
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.
Real-time product quality feedback We support manufacturers with real-time data and analysis to understand the quality of their products, especially after the launch of a new product so that returns can be prevented through quick and intelligent solutions.
02
Solution Brief | A B2X SOLUTION FOR MANUFACTURER
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 SMARTREPAIR solution: »» Supplier Evaluation and Selection in order to select best-in-class repair partners »» Content Management such as repair manuals and service instructions »» Support operational, technical and administrative support for repair partners »» RMA Management through analysis of claimed warranty returns »» Claims Handling & Validation to ensure correct claiming of repair incidents »» Fraud Detection to filter out non-compliant claiming of repair incidents »» Invoice & Payment Handling for repair partners
»» KPI Analysis & Reporting to visualize service performance of repair partners »» Performance Management to optimize service performance of repair partners »» Financial & Operational Audits to secure service process and reporting compliance at repair centers »» Technical Audits to ensure adequate technical capabilities at repair centers »» Trainings & Certifications onsite and remote to enable repair centers to deliver a great customer experience »» New Product Introductions (NPI) support to prepare repair centers for the launch of new products »» Supply Chain Event Management for tracking and routing devices in the repair network »» Network Optimization to ensure optimal coverage through a network of repair centers »» Quality Management such as real-time feedback on product quality »» Mystery Shopping to ensure a smooth repair experience for customers »» Contracting & Sourcing of repair centers »» Customs & Duties Management for all logistics activities from and to a repair center according to local legislations »» Planning & Forecasting of required repair capacities as well as spare parts and swap 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.
Front End 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
02
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 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 SMARTREPAIR or the Smart Service Platform, please visit www.b2x.com or email [email protected] or [email protected].
Quick Facts Summary B2X SMARTREPAIR, a part of the B2X Smart Service Platform, manages the entire electronic device returns process so you can get on with your core business. The Smart Service Platform provides a global, end-toend 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
Download
»» »» »» »» »»
More information about SMARTREPAIR:
Benefits
www.b2x.com
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
»» Improved customer experience through shorter turn-around times »» Cost efficiency through volume freight rates »» Lower returns costs through bundled and consolidated volumes »» Increased control and transparency for logistics provider invoices »» Compliance with import / export regulations »» Environmental sustainability
Features »» Inbound logistics from the collection network into central return hubs »» Outbound logistics of repaired devices from central hubs back to collection points »» Advance exchange solutions for providing customers instantly with an exchange device »» Collect and return solutions with delivery of exchange device »» Sorting, screening and classification of incoming devices »» Screening and processing of Dead On Arrivals (DOA)
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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