Case Study: Samsung achieves high customer satisfaction with B2X Care Solutions

Samsung offers outstanding customer care in India with Customer Service Plazas run by B2X

The customer, Samsung, faced the challenge of elevating its after-sales service as a key brand differentiator in India's rapidly growing consumer electronics market. To serve customers directly and provide fast, seamless support for everything from smartphones to home appliances, Samsung partnered with vendor B2X Care Solutions to establish a network of dedicated Customer Service Plazas.

The solution implemented by B2X involved managing these service centers, providing highly qualified, certified experts to perform in-store troubleshooting and repairs, often while customers waited. B2X also provided in-home repair services with a goal of a 48-hour response time. This partnership resulted in customer satisfaction levels exceeding 90 percent, with B2X handling over 25,000 service incidents monthly and becoming one of Samsung's top suppliers in India.

Samsung