Case Study: Microsoft achieves globally consistent customer care in 132 countries with B2X Care Solutions

Microsoft Implementing a consistent customer service experience in 132 countries

Microsoft, a global technology company, required a globally integrated customer care solution for its Lumia smartphone customers across 132 countries after separating from its previous mobile phone business. The challenge was to rapidly find an established partner to manage the entire end-to-end service journey for 1.4 billion registered devices and ensure service continuity for end-users and 300 trade partners.

B2X implemented its SMARTCARE TECHNOLOGY platform to provide a complete customer care ecosystem, including a self-help app, a 24/7 multi-lingual contact center, a global network of repair centers, and reverse logistics. The solution was established globally in just two months. The results included 100% process visibility, a seamless transition for customers, and the management of up to 170,000 service transactions per month for Microsoft, ensuring a consistent and superior service experience.

Microsoft

Jerry Knoben

Head of Global Care Operations