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Digiworld partners with B2X in customer care

Released at: 15:03, 09/08/2017

Digiworld partners with B2X in customer care

Photo: DGW

Joint venture established to supply customer care services to Samsung Electronics Vietnam.

by Hong Nhung

B2X, a leading global provider of customer care services for smart mobile and Internet of Things (IoT) devices, recently kicked off B2X Care Solutions Vietnam, a strategic joint venture with the Digiworld Corporation, to officially offer care services to Samsung Electronics Vietnam.

The newly-formed joint venture significantly expands B2X’s operations in Vietnam and completes the professional service offerings of Digiworld and also provides mobile and electronics brands with a world-class customer care solution.

Founded in 1997, Digiworld is today one of the largest wholesalers of consumer electronics and smart mobile devices in the Vietnamese market. With 6,000 points of sales and an average annual growth rate of 33.7 per cent, it ranks among the Top 3 ICT industry players.

It is also a unique local distributor providing full market expansion services, from strategic planning, marketing, sales, and logistics to aftersales services in the ICT and healthcare sectors.

“With B2X, we have finally found a strategic partner helping us to provide complete go-to-market solutions for international brands entering Vietnam,” said Mr. Doan Hong Viet, CEO and Chairman of Digiworld. “Without a doubt, B2X is the global leader in after-sales services and this substantial experience and deep expertise forms the foundation for our new joint venture. I’m really looking forward to turning our vision with B2X into reality.”

B2X has also acquired two leading local repair service and customer support providers, connecting all of their locations to an integrated service network. One of the first major brands to utilize the new B2X-owned service network is Samsung Electronics.

On behalf of Samsung Electronics, B2X delivers end-to-end customer care for its mobile and tablet business along with its IoT, connected home appliances and TVs, and together with existing customer service partners helps Samsung ensure the best customer service in Vietnam.

Since the beginning of July, B2X Care Solutions Vietnam has operated eight walk-in service centers and employs around 150 service experts providing users of mobile and electronic devices with troubleshooting support and device repair services for in-warranty and out-of-warranty failures. With the new customer care setup operated by B2X, users of Samsung smartphones and any other Samsung devices will benefit from a consistent and reliable service experience.

“Hundreds of millions of people around the world love the Samsung brand and enjoy our products,” said Mr. Phan Minh Van, Director of Samsung Vina Electronics’ Customer Services. “Outstanding service is a key part of the overall experience with Samsung and we continue to invest in delivering premium customer care. B2X helps us expand our customer care offerings and service network in Vietnam and we’re happy to extend our excellent partnership, which we already appreciate in other markets such as the US and India.”

All walk-in service centers are run based on B2X’s SMARTBAR solution, operated in multiple markets around the world. With a smartphone penetration of 26 per cent, Vietnam is an exciting market with significant growth potential. An estimated 15 million smartphones will be sold by the end of this year, according to IDC Vietnam. Samsung remains by far the most popular smartphone brand, with a market share of 28 per cent.

“We couldn’t be happier announcing so many new success stories in our expansion into the Southeast Asian market,” said Mr. Rainer Koppitz, CEO of B2X. “Our new joint venture with Digiworld has tremendous development potential and helps any mobile, IoT, and electronics brand entering the Vietnamese market while providing a top-notch customer experience. Our evolving partnership with Samsung is another great achievement for us that fills us with pride. Vietnam is an exciting market and our new investments are another major milestone of the global growth story of B2X.”

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