Motorola offers smartphone customers value-added services powered by B2X

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1 Motorola offers smartphone customers value-added services powered by B2X In the mobile phone pioneer s new web portal, customers have access to attractive service offerings such as extended service plans, accidental damage protection and out-of-warranty repair services. B2X operates the online offering and the operational service processes behind it as an all-in-one solution in 12 European countries.

2 Quick online help for typical smartphone defects such as a broken display or water damage Company Motorola, a Lenovo Company Year Founded 1928 Headquarters Beijing, China (Lenovo) Key Products Mobile Devices, Computers, IT Hardware (Lenovo) The demand for out-of-warranty service offerings is skyrocketing. Accidental damage such as broken displays or water damage are among the most common service cases for smartphones. However, the market for out-of-warranty services is unstructured there are numerous smaller providers, which makes it difficult for customers to pick a reliable service offering from the many options available. In cooperation with B2X, Motorola has launched a new web portal to provide its customers with instant help for all problems related to their smartphone. Customers receive manufacturercertified services of the best possible quality for any damages outside of the standard warranty terms and conditions. Number of Employees 60,000 Worldwide (Lenovo) Website accidental damages are common service cases new web portal for instant help manufacturer-certified services for damages ouside of the standard warranty terms the demand for out-of-warranty service offerings is skyrocketing but the market is unstructured

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4 B2X has end-to-end responsibility for all core processes of the new service offering B2X is a partner that not only meets our high quality repair and service standards, but also plays a crucial role in offering our customers the best possible customer service experience online via our new web portal. B2X operates the web portal as a one-stop shop solution on behalf of Motorola. From setting up the online shop to fixing broken smartphones, B2X assumes responsibility for all the core processes of the new service offering. The portal is available in twelve European countries and offers an incredibly simple and seamless customer care experience. Motorola customers can book a repair for out-of-warranty damages with just a few clicks. In addition, Motorola offers an extended service plan through the portal, which extends the warranty to 36 months, and an accidental damage program which enables customers to protect their smartphone against accidental damage. Simon Teague EMEA Service Director, Motorola book a repair for outof-warranty damages extended service plan through the web portal accidental damage program to protect smartphones

5 RESULTS: OBJECTIVES: 100% ONLINE SERVICE Digital repair and protection service available to customers at any time of day or night. Implementation of a new value-added service offering to increase customer satisfaction. Quick launch and rollout of the new service offering in the most important European markets. Transfer of responsibility for the end-to-end service operation to a central after-sales partner. Long-term differentiation in the European market through innovative value-added services. OFFICIAL MANUFACTURER SERVICE BENEFITS: Manufacturer-certified repair services with the highest quality standards and authorized spare parts. ONE-STOP SHOP Service partnership with an experienced provider that operates the entire offering as an all-in-one solution. Quick and competent online help for Motorola customers for all service aspects relating to their smartphone. Seamless customer care experience with efficient handling of all service processes online. Attractive service options through accidental damage protection and extended service plans. High customer satisfaction through a reliable and manufacturer- certified service able to answer all questions.

6 About B2X Tablets Iot / wearables Tablets Smartphones Notebooks Smart watches Tablets FOUNDED IN EMPLOYEES 140+ COUNTRIES Brazil Canada China India MUNICH Germany Mexico Poland Russia Singapore U.K. U.S. Vietnam B2X is a technology-enabled provider of customer care services for mobile and electronic devices to manufacturers, insurance providers, carriers and retailers. B2X helps its clients deliver the most seamless customer care experience. B2X emerged as the only global end-to-end customer care platform technology and services company in B2X has more than 1,100 employees and trusted service partners operating in more than 140 countries. B2X is based in Munich, Germany but operates throughout the world with subsidiaries in 11 countries and staff in 35 countries.

7 Ten Years of Innovation Customer Care For A Connected IoT World B2X enters the IoT market and launches its first IoT projects. Samsung partners with B2X for customer care in global markets. New Ceo, 1,000+ Employees, 140 Countries Rainer Koppitz joins B2X as CEO and leads the 1,000+ employees and operations in 140 countries. B2X becomes Microsoft s after-sales partner. From China Into The World B2X partners with emerging smartphone brands from China such as OnePlus and Xiaomi to support their global growth ambitions. First Strategic Acquisition Through a strategic acquisition, B2X secures a footprint in India. Apple partners with B2X and Gartner recognizes B2X as a Cool Vendor. Operational Excellence In Customer Care With SMARTCARE Solutions and SMART- CARE Technology, B2X brings the most comprehensive after-sales solution to the market. Global Customer Care For Blackberry B2X wins a new major customer: BlackBerry. The struggling smart- phone manufacturer outsources its global customer care operations to B2X. START 20o o 2011 A Customer Care Pioneer Is Born Karim Barkawi and a small team of consultants establish B2X with the mission to disrupt the customer care model. First Signature Customer B2X manages customer care for BenQ-Siemens after the company decided to discontinue its mobile phone business. Global Customer Care Vision B2X strives to become the partner of choice for mobile brands by providing a truly global customer care platform. Growing Global With Motorola And Sony B2X lays the foundation for its global service platform and wins with Motorola and Sony two global leaders of the mobile industry. First E2e Customer Care Solution B2X intensifies its efforts to build the leading customer care ecosystem based on its partner network and integrated IT landscape.

8 This publication of B2X Care Solutions GmbH as well as each single part of it is subject to copyright. Every secondary utilization even of texts, text extracts, visuals, statistics or otherwise beyond the limits of copyright issues without written permission by the company are prohibited and will be prosecuted. This predominantly refers to the copying, translating, microfiches, transfer to online services and any other Internet offers and the insertion as well as assimilation into any other electronic system. B2X Care Solutions GmbH will not take responsibility or warranty for relevance or correctness of files and information provided. Liability claims to B2X Care Solutions GmbH, which refer to any kind of material or virtual damages, caused by the utilization of the provided information or malfunctioning and/or incomplete Information, are generally excluded, as long as no provable deliberate or heavily negligent blame exists on the part of B2X Care Solutions GmbH. B2X Care Solutions GmbH - Rosenheimer Str. 145D Munich - Germany -