Case Study: Samsung achieves record customer satisfaction in Brazil with B2X Care Solutions

Samsung provides superior customer care in Brazil with fast help through in-store consultants

The customer, Samsung, sought to differentiate its brand and provide a comprehensive service experience in the highly competitive Brazilian mobile market. The challenge was to consolidate various individual support initiatives and implement a new, premium in-store service concept to significantly increase customer satisfaction.

To address this, vendor B2X Care Solutions was engaged as the exclusive service partner to manage the innovative Samsung Galaxy Consultant program. B2X deployed 200 highly qualified consultants across nearly 200 retail stores to provide support, resolve software issues, and initiate repairs. The results were a record 95% customer satisfaction rate and a dramatic reduction in unnecessary repairs, with a no-defect-found (NDF) rate of just 0.1%, achieving Samsung's objectives for service excellence.

Samsung

Luiz Xavier

Service Director