Solutions
A seamless service process is the key to customer satisfaction. When you partner with B2X Care Solutions, your aftersales processes become adaptive.
Your global aftersales processes are managed centrally by our service experts while individual steps are fully automated. You can look forward to maximum business continuity and minimum service costs, safe in the knowledge that these costs align closely with your sales figures.
For a short description of our processes please click the respective process steps in the graphic below.
care4you - integrated IT-platform.
Our one-stop, standardised IT solutions extend along the full service chain and are integrated into one single platform - "care4you". Not only do our IT solutions ensure fast and flexible process execution, they also provide a transparent overview of service costs. The following gives an overview of our individual solutions:
- Web shop to source spare parts based on repair partner certification
- Online support centre for service partners to download software updates, tools, manuals, etc.
- Transparent, documented material flow ensuring that all original spare parts can always be traced
- Registration of customer- and product data via email, phone or directly at the point of service
- Description and categorisation of product failures based on standardised codes
- Pre-diagnostics of product failures using case-based reasoning supported by knowledge management tools and FAQ's
- Warranty checks based on pre-defined algorithms such as manufacturing date, purchase date or serial number
- Initiation of all downstream processes
- Monitoring and controlling of all repair steps from registration to quality control
- Computer-aided failure diagnostics and step-by-step guidelines
- On demand integration of OEM specific service software
- Automated allocation of spare parts based on product failure
- Handling and settlement of service claims from call centres, repair partners and logistics providers
- Multi-level verification and approval algorithms for consolidated claims
- Automated issuance of invoices and credit notes for the service partners within the ERP system
- Track and trace functionality covering the logistics and repair status for call centre agents, customers and service partners
- Comparison of as-is and to-be turnaround times across the entire process chain to enable proactive measures in the event of deviations
- Proactive monitoring of service levels to ensure high levels of customer satisfaction
- Logistics process trigger arranging product pick-ups from customers' home or dedicated collection points