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Case Study

Digital Repair Solution and Platform for Global Hardware Online Retailer

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Business Case Overview

One of the world's largest online retailers sought to offer a repair solution for customers in Europe. B2X developed a comprehensive out-of-warranty repair solution and service portal. This solution was customized to ensure an excellent customer experience while also meeting ESG reporting requirements.

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Service Solution Scope

B2X operates a digital platform offering out-of-warranty repair services directly to consumers in need of support for consumer electronics and IoT products. The platform seamlessly connects with multiple fulfillment service partners, all of which are supported and managed by B2X. The solution is fully branded in accordance with the online retailer's identity and provides multi-channel support options, such as chat, email, and chatbots.

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Benefit and Value Proposition

The online retailer benefits from B2X's integrated digital platform solution, which was quickly implemented and scales to meet the growing demand for repair services. B2X ensures consistent service quality and compliance with ESG-related legislation, enabling the promotion of a positive environmental impact and enhanced customer experiences. The partner network is efficiently managed by B2X, ensuring rapid and effective operations.

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Hardware Lifecycle Solutions

We design, implement and operate a custom-made and holistic suite of services from product launch up to end-of-life and transform your product lifecycle from linear to circular.

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Digital Platform Services

We believe in data and digitalization. Our digital platform services enable new levels of integration and interaction within your partner network through innovative platform solutions.

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Carbon Impact Management

We predict and measure the product carbon footprint (PCF) of your hardware products and empower you to manage your hardware lifecycles towards carbon net zero.


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