March 11, 2014, 1:26 PM

A growing Chinese manufacturer bolsters customer service in Europe

The manufacturer has signed up with multichannel customer care provider B2X to provide services for its online and in-store sales through telecom companies in Europe, where it has sales deals with mobile carriers including Vodafone and The Orange
Group.

Lead Photo

Coolpad Group, a major China-based manufacturer of Android smartphones, last year built on its smartphone sales there with a new e-commerce site, Shop.Coolpad.cn, and extended its market reach into Europe in agreements to sell through Europe-based telecom carriers.

Now it’s planning to up its service levels in Europe with customer care arrangements, including product returns and repairs, for smartphones sold through e-commerce sites or physical stores operated by mobile carriers including United Kingdom-based Vodafone Group plc and The Orange Group (formerly France Telecom). Coolpad is also planning to begin selling its first LTE smartphone in several European markets, which it has yet to name.

Coolpad, which is part of Yulong Computer Telecommunication Scientific (Shenzhen) Co., Ltd., which is a subsidiary of China Wireless Technologies Limited, has retained B2X Care Solutions to provide several customer care services for sales processed through its European trading partners. B2X will handle returns of smartphones from end-customers, including pickup, transport and delivering the mobile devices to Coolpad or another destination it designates, such as liquidators.

B2X will also receive and repair damaged devices; it will also provide a parts service for delivering parts to repair centers or to mobile carriers and their customers.

“B2X has deep expertise in the local markets that we were looking to enter, and they are able to adapt their services to meet local requirements, which allows them to offer superior customer care,” says Bao Yixin, senior vice president of Coolpad. “We have been able to ramp up quickly and enter several countries in record time with lower local resources and fixed costs.”

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