
Sharp's Customer Service Automation
Industry: Manufacturing
Region: Asia Pacific & Japan
Key Results:
- 63% reduction in average handle time
- 40% increase in speed of answering customer inquiries
- 60% boost in overall productivity
Overview:
Sharp, a leading Japanese multinational in electronics, has been a household name since its founding in 1912. From washing machines to televisions, the company is renowned for its wide range of consumer products, employing over 50,000 people globally. Its Indonesian subsidiary, PT Sharp Electronics Indonesia, has been operating for over 50 years, achieving significant milestones, including over one trillion rupiahs in monthly sales across Q1 2022.
During the pandemic, Sharp Electronics Indonesia saw a sharp rise in customer service calls as people needed assistance with home appliances but were unable to schedule in-person servicing. To meet this demand, Sharp turned to automation with the goal of improving response times, enhancing customer satisfaction, and boosting overall efficiency.
Why Automation?
To provide faster, more accurate customer service, Sharp chose UiPath as its automation partner after a rigorous benchmarking process. The automation solution reduced average handle time by 63%, cutting down customer service calls from 3 minutes to just 1 minute. This transformation allowed customer service representatives to better anticipate customer needs and provide quicker, more accurate solutions.
“With UiPath’s automation, we’ve dramatically improved response times and customer satisfaction, which has positively impacted our overall sales performance.”
— Arie A Noya, Customer Service Planning and Technical Center Manager, Sharp Electronics Indonesia
Streamlining Processes for Higher Productivity
On average, Sharp’s customer service team handles 1,000 inquiries per day. Previously, just inputting customer information took up to 33 man-hours. Automation reduced this time by 40%, saving 13 man-hours each day and eliminating the risk of human error. Productivity increased by 60%, creating a less stressful work environment and allowing employees to focus on more complex tasks.
Happy Customers, Better Sales
The integration of automation didn’t just benefit the team—it dramatically improved the customer experience. With faster service and fewer errors, customer satisfaction soared, enhancing Sharp’s brand reputation. An innovative, tech-forward customer service approach also boosted Sharp’s image as a cutting-edge electronics provider, helping to drive sales and strengthen its market position.
Looking Ahead
With the success of this project, Sharp Electronics Indonesia is planning to expand automation into other departments, continuing its journey of innovation and operational excellence.