Case Study: Motorola delivers seamless online smartphone care with B2X Care Solutions

Motorola offers smartphone customers value-added services powered by B2X

Motorola, a Lenovo company, faced an unstructured and fragmented market for out-of-warranty smartphone repairs, which made it difficult for their customers to find reliable service for common issues like broken displays. To provide a manufacturer-certified solution and increase customer satisfaction, Motorola partnered with B2X Care Solutions to develop a new value-added service offering.

B2X implemented and operates a comprehensive one-stop-shop web portal, www.motorolacare.com, as an all-in-one solution. The portal provides customers in 12 European countries with instant online access to book out-of-warranty repairs, purchase extended service plans, and enroll in accidental damage protection programs. By assuming end-to-end responsibility for the service operation, B2X enabled Motorola to quickly launch this seamless customer care experience, ensuring high-quality, manufacturer-certified repairs that differentiate the brand in the European market.

Motorola

Simon Teague

EMEA Service Director