SMARTWEB A smarter way to provide instant help to customers using smartphones, tablets and computers.

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1 SMARTWEB A smarter way to provide instant help to customers using smartphones, tablets and computers. B2X SMARTWEB provides your customers with a better, more productive and brand-aligned online self-service experience. B2X SMARTWEB delivers an online web solution to help customers resolve questions on their own, within seconds and without having to visit a store or dial a call center. B2X SMARTWEB makes sure that customers receive instant help online for any technical support matters related to the use of smartphones, tablet computers and other electronic devices. Enabled by dynamic support content, SMARTWEB enables manufacturers and sellers of electronic devices to deliver a superior online self-service experience to their customers, complemented by real-time chat to answer more advanced support queries. As a core part of the B2X Smart Service Platform, B2X SMARTWEB can be easily customized and integrated into existing online domains of OEMs, network operators and retails of consumer electronics. Profile Elevate your brand with B2X Customer Care Solutions B2X SMARTWEB, a core solution of the B2X Smart Service Platform, provides an online web solution that can be easily customized and integrated into existing online domains of OEMs, network operators and retailers of consumer electronics. The B2X Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment your customer enters a store until they have a question or need to replace, repair or return a device quickly. 01

2 Benefits Service solution available regardless of time or day B2X provides a global 24/7 service solution and easy-to-use service touch point that is available to customers any time, independent of call center or store opening hours. Improved customer service experience B2X provides customers with answers to most frequently asked questions anytime, anywhere and on any device. Increased customer satisfaction B2X helps customers to resolve questions on their own, within seconds and without having to visit a store or call a call center. Reduction of absolute number of devices returned By effectively diagnosing the problem before a device is sent in for repair, B2X reduces the absolute number of devices being returned. Elimination of no-fault found and software claims in the repair process B2X provides an effective self-service solution that helps manufacturers and sellers of electronic devices to avoid no-fault found (NFF) and software claims in the repair process. Reduction of devices being returned without a hardware problem By identifying questions related to the device usage early in the service process, B2X effectively reduces the ratio of devices being returned for repair without a hardware problem. Premium service options B2X offers premium service options with advanced service levels such as express device exchange via courier service. Promotion of value added services B2X enables manufacturers and sellers of electronic devices to effectively promote value added services, such as device insurance and extended warranty programs, in the context of self-support interactions. Features Step-by-step troubleshooting instructions B2X helps customers resolve common problems through an online step-by-step troubleshooting guide that is easy to follow. How-to video tutorials B2X enables customers to resolve their questions quickly and effectively by providing how-to video tutorials. Tips and tricks from communities B2X provides a forum where customers using smartphones, tablet computers and other electronic devices can share tips and tricks on how to resolve technical issues. Live chat with highly trained customer support agents In addition to dynamic Web-based support content, B2X offers real-time chat with highly trained customer support agents to help customers resolve more complicated questions. Hardware and software diagnostic routines B2X helps customers perform basic diagnostic routines to accurately diagnose hardware and software problems. 02

3 Installed software version validation B2X helps guide customers through the online software validation process to verify that critical licensing files have not been damaged, deleted or removed. Software update and upgrade B2X helps customers stay up to date with the most current software versions and ensure they are using the right level of software to fit their needs by assisting with software updates and upgrades. Iconic language to visualize content categories B2X enables users to create iconic annotations of video content. Dynamic, web based content B2X provides users with a superior and productive online self-service experience through dynamic, web based content. Article ranking based on popularity B2X delivers dynamic content such as support articles that are ranked based on popularity. Article search function across categories B2X enables customers to easily search through articles across different categories to enable customers to instantly find answers to their queries. Cloud-based data backup B2X enables customers to keep their data safe though cloud-based data backup. Remote device recovery and data protection B2X allows customers to remotely protect, backup and recover their private and sensitive data. In warranty repair registration B2X provides online warranty validation and handles the registration of in warranty repairs. Integrated trade-in module B2X allows customers to safely trade-in smartphones, tablet computers and other electronic devices. Trigger for device pick-up or send-in services Once a repair request has been made online, B2X triggers a fast and reliable logistics process to ensure the pickup of a defect device at the customer s home. SMARTCARE OPERATIONS MANAGEMENT SERVICES Our SMARTCARE Operations Management Services are an integral part of our value proposition. These services connect and integrate our solutions into one cohesive offering that we manage on behalf of our clients and according to their requirements and service levels. As a provider of managed customer care solutions, most of our solutions are white-label solutions outsourced to and delivered by our best-in-class partners, managed by B2X. Benefits for our clients: Increased service performance and continuous KPIs improvements Standardization and consolidation of service management activities Focus internal service staff on value added actvities that drive differentiation Reduce OPEX by outsourcing supplier mangement functions Reduce overall costs by leveraging B2Xs global presence and service organization Transform fixed headcount costs into variable service fees SMARTCARE features for SMARTBAR solution Content Management such as support articles and troubleshooting guides RMA Management through online warranty validation Claims Handling & Validation for validating online repair claims Fraud Detection for avoiding misuse of paid online services and artificial repair claims Invoice & Payment Handling e.g. price quotation for out-of-warranty services and processing of several payment methods KPI Analysis & Reporting such as tracking of avoided returns Quality Management such as real-time feedback on the top product quality issues and serviced inquiries Mystery Shopping to ensure a smooth online service experience for customers 03

4 Platform Overview B2X Smart Service Platform a global, end-to-end solution The B2X Smart Service Platform facilitates global, endto-end customer care solutions for consumer electronics businesses. Our delivery platform supports customers from the moment they receive a device to when they have a problem, and all the way through the logistics and repair process. Frontend-Operations Differentiate your business by offering customers an innovative customer service offering. SMARTBAR A smart white label shop-in-shop style in store concept for retailers, mobile network operators and manufacturers SMARTAPP A smart self-help tool that empowers consumers to learn and solve issues on their own SMARTHELP A smart support solution that answers consumer questions via , live chat and phone SMARTWEB A smart way to provide instant help to customers using smartphones, tablets and computers. Backend-Operations Leverage our delivery platform to optimize and standardize reverse logistics operations. SMARTLOGISTICS A smarter way to manage global delivery and exchange of electronic devices SMARTREPAIR A smarter way to manage repair of electronic devices SMARTPARTS A smarter way to manage parts planning, forecasting, warehousing and distribution SMARTRECOVERY A smarter way to manage recovery, refurbishment, reselling or recycling of exchanged parts 04

5 About B2X Care B2X Care is the leading provider of customer care solutions for electronic devices. We understand the impact that customer service can have on your brand, and today s fragmented supplier networks leave most companies with unclear performance that lets customers down. We make sure your customers stay happy. That s why we re the choice for companies in more than 110 countries worldwide. Learn more For more information on B2X Care SMARTWEB or the B2X Care Smart Service Platform, please visit or sven.montanus@b2xcare.com or philipp.rennert@b2xcare.com. Download More information about SMARTWEB: Quick Facts Summary B2X SMARTWEB, a part of the B2X Smart Service Platform, provides an online web solution that can be easily customized and integrated into existing online domains of OEMs, network operators and retailers of consumer electronics. The Smart Service Platform provides a global, end-to-end customer care solution that delivers from the moment a customer enters a store until they need help in the middle of the night or need to replace or return a device. Business need Maximize customer satisfaction Focus on core business and the customer relationship Differentiate through innovative service offering Minimize overhead cost Reduce time to enter new markets Benefits Service solution available regardless of time or day Improved customer service experience Increased customer satisfaction Reduction of absolute number of devices returned Elimination of no-fault found and software claims in the repair process Reduction of devices being returned without a hardware problem Premium service options Promotion of value-added services Features Step-by-step troubleshooting instructions How-to video tutorials Tips and tricks from communities Live chat with highly trained customer support agents Hardware and software diagnostic routines Installed software version validation Software update and upgrade Iconic language to visualize content cat gories Dynamic, web based content Article ranking based on popularity Article search function across categories Cloud-based data backup Remote device recovery and data protection In warranty repair registration Out of warranty repair quotation and processing of several payment methods Integrated trade-in module Trigger for device pick-up or send-in services Copyright 2013 B2X and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This do cument is not guaranteed to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed eithe r directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. B2X and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under licens e and are trademarks or registered trademarks of 05