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Vision: Provide the ultimate service platform for electronic devices that drives the world's best customer care

Computing Entertainment

Smart Mobile

Mission: Be THE go-to company for electronic devices globally.

We deliver a superior customer care experience efficiently through our SMART service platform

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We deliver a superior customer care experience efficiently through our SMART service platform

Global Service Organization

Global service organization that consists of more than 400 highly experienced staff with hands-on customer care industry knowledge that support our customers across the globe

Global Service Partner Network

Global network of more than 600 trusted service partners to deliver scalable service solutions leveraging more than 8 million repairs that B2X manages on behalf of its customers

Integrated Technology Landscape

Integrated end-to-end technology landscape to provide full transparency throughout the entire customer care operations in 110 countries

Best Practice Service Delivery Processes

Leveraging years of customer service experience along with the latest supply chain management processes, B2X continues to deploy the most efficient service solutions

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B2X Service Platform

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B2X consolidates customer care services across multiple customers and leverages a shared-user SMART service platform

Typical Service Set-ups B2X Value Proposition

• Highly fragmented and complex service networks

• Limited scale and standardization

• Partner objective is the maximization of incidents

• One-stop-shop / lead service supplier

• Economies of scale / shared services platform

• Independent partner with aligned service goals

CC = Call Center Provider, RSP = Repair Service Providers, LSP = Logistics Service Providers, RMA = Returns management

Manufacturer / Carrier / Retailer / Insurance

Country DCC RSP LSP

Country DCC RSP LSP

Country HCC RSP LSP

Country ECC RSP LSP

Country FCC RSP LSP

Country GCC RSP LSP

Country A

CC RSP LSP

Country CCC RSP LSP

Manufacturer / Carrier / Retailer / Insurance

RepairPartners

LogisticsProviders

CallCenters

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B2X manages 8 million repairs annually on behalf of global clients with its SMART service platform, an asset light disruptive solution

Company Facts Customer Base

• B2X Care Solutions GmbH: launched 2008

• Provider of managed customer care solutions

• HQ: Munich, Germany

• Offices in 30 countries worldwide

• 400 employees

• Global network of more than 600 service partners

• Over 8 million repairs managed annually on all technical levels (L0-L4)

• Technical support in 110 countries in more than 30 languages

• ISO 9001:2000 and ISO 14001:2005 certified

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B2X has a local presence in 32 countries and manages customer care operations in 110 countries with a network of 600 service partners

B2X Local Presence B2X Service Partners

Argentina: Buenos Aires

Brazil: Sao Paulo

Canada: Toronto

Chile: Santiago

Colombia: Bogota

Mexico: Mexico City

US: Atlanta, Irving

Australia: Sydney

China: Shanghai, Hong Kong

India: New Delhi, Mumbai

Indonesia: Jakarta

Singapore: Singapore

Taiwan: TaipeiDenmark: Copenhagen

Egypt: Cairo

France: Paris

Germany: Bocholt, Munich

Greece: Athens

Hungary: Budapest

Italy: Milano

Poland: Warsaw

Russia: Moscow

South Africa: Johannesburg

Spain: Madrid

Sweden: Stockholm

U.A.E: Dubai

UK: Glasgow

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The B2X organization in Europe is comprised of 400 staff and is split in 3 regions that are supported by central functions

B2X Local Presence B2X Service PartnersB2X Local Presence B2X Service Partners

Customer Delivery Management

Walk-in Service Center Management

Repair Management

TechnicalServices

Supply Chain Management

Operations Support

Business Operations

Americas

116 Staff

EMEA

219 Staff

APAC

65 Staff

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B2X's value proposition is to leverage economies of scale across all areas of the customer care supply chain

600 service providers

Consolidation of repair and logistics volumes across multiple OEMs

Reduction of repair and logistics rates

Consolidation of supplier base and reduction of complexity

VolumeConsolidation

Service Network

Technology & Process

Service Organization

Integrated service suppliers

Localized / regional support networks

Quality / audited suppliers

Regional expansion / product line penetration

Time-to-market

Significantly reduced IT investments

Integrated IT systems

Improved visibility and transparency

Leverage scalable service processes

Business control

Global presence and local coverage

Reduction of service overhead

Variabilization of fixed costs into service fees

Focus on KPI improvements

OEM 3OEM 1 OEM 2

Data model and milestones

>380 staff globallyStart Triage Repair

QA orescalate

Shipor

returnReceive

Americas EMEA APAC

VendorManagement

OperationsControlling

TechnicalSupport

Supply Chain

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B2X offers 8 white label solutions integrated in its SMART service platform, delivered by best-in-class partners and managed by B2X

SMARTAPPOn-device self help solution that empowers to learn and solve issues on their own

SMARTWEBOnline solution that provides instant help to customers and allows them to initiate a repair

SMARTLOGISTICSSolution to manage global exchange of electronic devices and delivery of parts

SMARTPARTSSolution to manage planning, forecasting, warehousing and distribution of parts

SMARTBARShop-in-shop style in store support solution that enables instant repair and support

SMARTHELPSupport solution that answers consumer questions via email, live chat and phone

SMARTREPAIRSolution to manage high quality repair of electronic devices on all technical levels

SMARTRECOVERYSolution to manage recovery, refurbishment, reselling or recycling of exchanged parts

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B2X's core service is the SMART Care Operations Management that is integral part of each of the 8 solutions

SMARTAPP

SMARTWEB

SMARTBAR

SMARTHELP

SMARTLOGISTICS

SMARTREPAIR

SMARTPARTS

SMARTRECOVERY

SMART

Care

Operations Management

Content Management / FAQ Preparation

Claims Validation

Fraud Detection

Invoice Handling

KPI Analysis & Reporting

Performance Management

Financial & Operational Audits

Technical Audits

NPI Support

Competence Management

Trainings & Certifications

Network Optimization / Management

On-site Quality Management

Mystery Shopping / Repairs

Material Importation / Customs Clearance

Material Sourcing

Material Planning

Order Management

Material Reclamation

…

On-device Diagnostics

On-device Self-help

Online Self-Help & Diagnostics

Online Repair

L1/2 Repairs Swap Support

1st & 2nd Level Hotline Support

Live Chat

Advanced Exchange

Collect & Return

L1-4 Repairs In-Warranty OOW

Ware-housing

Distribution

Screening Testing Refurbish-

ment Reselling

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The mid-term focus is on electronic devices but the long-term growth will be accelerated by technology megatrends of the next decades

MobileHealth

IntelligentHome

ElectroMobility

SmartGrid

Smart Mobiles

Entertainment

Computing

In-carEntertainment

FocusSmart Mobile

2012 - 2015

FocusAll Electronics

2015 - 2018

FocusTechnology Megatrends

2018 +

Mid-Term Direction Long-Term Direction

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0 1,000 2,000 3,000 4,000 5,0000%

5%

10%

15%

20%

25%

Customer care for smart mobile devices is the largest and fastest growing market segment fostered by new customer care demands

Customer Care Market Segments What drives the demand for customer care?

• Smart mobiles playing a central role in people's lives

• High dependency on device reliability and availability

• Sophistication of user interfaces

• Constant innovation through new services and apps

• Integration with other, third party devices and services

• Syncing of data and settings across devices

• Extended hardware lifecycles and great device value

Source: CTIA Wireless Association

Growth p.a. 2011-2016

ComputingEntertainment

Smart Mobile

B2X Secondary Focus MarketEUR 10.6 bn Care Spend p.a.

B2X Primary Focus MarketEUR 22.1 bn Care Spend p.a.

Installed Base 2016 [m Devices]

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The customer care market for smart mobiles is being innovated by all major players with new business opportunities arising for B2X

• Centralization of high-end warranty repairs whilst fixing easy repairs close to the consumer online or in-store

• Consolidation of local repair setups into smart hubs with focus on fast logistics and device swap concepts

• Demand for on-device, online and in-store support solutions integrated in the care supply chain

• Open market allowing innovative players to create new care solutions based on the real consumer demand

• Emerging success of extended warranty and insurance programs with attractive margins

• New offerings dominated by insurance providers who seek for backend fulfillment solutions

• Continuing margin pressure drives collaboration concepts such as sharing of LTE network infrastructure

• Demand for integrated reverse logistics and standardization across regional and local operations

• Focus on in-store, face-to-face consumer support solutions driving satisfaction and cross-selling

Manufacturers – Warranty

Insurance – Out of Warranty

Carrier & Retailers – Consumer Support

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B2X focusses on delivering solutions that address the most common use cases in customer care for smart mobile devices

The Warranty Case

"Frank bought his cool smartphone just about three months ago, and now it doesn't power on any more"

The Out of Warranty Case

"Lilly has dropped her tablet and the display cracked – luckily, she has an insurance against accidental damage"

The Consumer Support Case

"Tim loves his new smartphone but he really needs help transferring all the data from his previous phone"

B2X helps manufacturers to serve

their customers with most efficient warranty

solutions

B2X helps insurance providers with turnkey

repair and replacement solutions for their

customers

B2X helps carriers & retailers to support

consumers with comprehensive

support solutions

It’s not working..!Help!

I wonder how to…?Oh no, I dropped my tablet...?!

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B2X offers the complete range of solutions tailored to OEM, Insurance and Carrier and Retail needs

OEM Solutions Insurance Solutions Carrier / Retail Solutions

SMARTAPP

SMARTWEB

SMARTBAR

SMARTHELP

SMARTLOGISTICS

SMARTREPAIR

SMARTPARTS

SMARTRECOVERY

SMARTAPP

SMARTWEB

SMARTBAR

SMARTHELP

SMARTLOGISTICS

SMARTREPAIR

SMARTPARTS

SMARTRECOVERY

SMARTAPP

SMARTWEB

SMARTBAR

SMARTHELP

SMARTLOGISTICS

SMARTREPAIR

SMARTPARTS

SMARTRECOVERY

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From Vision and Mission to Strategy and Delivery

Provide the ultimate service platform for electronic devices that drives the world’s best customer care

VisionBe THE go-to company for electronic devices globally. We deliver a superior customer care experience efficiently through our service platform

Mission

• Strive for global market leadership in warranty management and care operations for mobile devices• Become the primary backend fulfillment partner for insurance companies and warranty administrators • Establish footprint in frontend and backend support with 3-5 selected carriers (and retailers)

Sales Strategy

OEM – Warranty Insurance – Out-of-Warranty Carrier/Retailer – Support

B2X SMART Service Platform

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The B2X cloud based Technology integrates the whole reverse logistics supply chain and provides end to end visibility

Repair Management Backend ("Track & Trace")Repair / WIP tracking

Beginning at the F/E, via Logistics providers, all thru B/E repair sites and back

Walk-in Service CentersB2X front-end web app

for repair work-order mgmt.

Logistics ProvidersShipment work orders & tracking(integrated directly or via vendor)

Backend Repair CentersB2X-provided or vendor-own

system for repair management

data Integration via MFT or web services

Fou

ndat

ion

:R

epai

r P

roce

ss

ClaimsValidation

Reporting(BI & CT)

Returns Routing

SLA / KPI Management

PartsManagement

MaterialRecovery

D2C Services

Basic CV

Invoicing

Advanced CV

Ops Reports

Dashboards

Data Mining

Static R.

Dynamic R.

Reat-time

Transparency

Alerts vs SLA

Rule-based XH

Order Process

Virt. Inventory

Plan & Forecast

MCC / Transp.

Collect / Inspect

Recovery

Up & X-sell

Self-Help

Walk-in

Val

ue-

add

Ser

vice

s(b

asic

to

pre

miu

m)

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B2X has won four business and innovation awards in 2013

Bronze Medal Stevie® Award for

the Fastest-Growing Company

in Europe

Fastest Revenue Grower of the Year

in Europe by GP Bullhound

National Champion in the category

“Infosys Business of The Year Award

with Turnover 150M or higher”

Finalist –Fastest Growing Company of the

Year

April July Aug Sept