Spotlight

How B2X Is Responding to Coronavirus (COVID-19)

By Alfons Krauthausen - March 24, 2020

There is a lot of uncertainty and fear around the world as we collectively fight COVID-19. We believe it’s important to be transparent about how B2X is responding to the pandemic.

Our philosophy as a globally operating company is to approach crisis situations with empathy and urgency. We are continuously monitoring all aspects of the COVID-19 situation. We are evaluating new developments together with our employees, customers and service partners.

The economic consequences of COVID-19 will negatively impact B2X. We are a global customer care company serving thousands of people, who need help with their electronic devices such as smartphones, wearables and consumer electronics – every single day, all over the world. It is only obvious that the demand for service and support will be flattening over the coming weeks and months as a results of the changes in daily habits nearly everywhere.

However, our focus first and foremost has been and will continue to be the health and safety of the people we work with and the customers we serve. Hence, we have put the following measures in place to protect our employees and partners.

Employee Travel

All company-related travel is suspended for the time being. We believe that limiting travel is our safest and best option for reducing the risks of infection. Employees with pre-planned trips to customer visits, service partners, or global offices are receiving assistance to cancel their travel. For personal travel, we are asking all employees who travel by airplane to self-quarantine for 14 days upon their return.

Remote Work

B2X has always been a strong proponent of remote work, with hundreds of employees worldwide working remotely and in virtual teams. In light of the situation, we are leaning even more heavily into remote work. We require all, who usually work in one of our global offices, to work from home. We are providing our employees with comprehensive guidelines to remote work in order to secure seamless working procedures.

New Service Solutions

Together with our customers, we are adjusting to the changing consumer behavior under the current situation. In many countries in the world, people are requested by their national governments to minimize social contact – in social media referred to under the hashtag #socialdistancing – and stay at their homes. To help our clients’ end-users to stay connected and get the right level of customer and product support, we have started to launch new personalized and more convenient pick-up and return services for defective products leveraging B2X established backend depot and logistic networks – very similar to a service we have already been operating together with Google in some selected regions; details can be found here.

Please contact us if you are interested in home repair services or similar service solutions that help mitigate the negative implications of COVID-19 on your service availability.

We realize that these are uncertain times as the world navigates this pandemic. In addition to taking the precautions and measures above, we are keeping empathy top of mind. It is a stressful time for everyone. B2X is fully committed to ensuring the health, safety, and well-being of our employees, customers and partners around the world.

We hope this information is helpful in understanding how B2X is responding to the COVID-19 outbreak. The information above is reflective of our guidelines and practices as of March 24, 2020. We will update this blog post accordingly to reflect any fundamental changes to our plan.

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About the Author

Alfons Krauthausen

Alfons leads B2X’s global organization and the B2X customer care ecosystem with hundreds of trusted service partners. In his role as Chief Executive Officer, Alfons is in charge of executing the company’s vision and strategy.