Delivering a Cohesive Customer First Approach for Sharp

For more than 100 years Sharp has been inventing one-of-a-kind products and solutions which benefit society and business. While providing award-winning products in fields as diverse as Document Solutions, Managed Services, Visual Solutions and Point of Sale, Sharps overriding ethos is to ensure an excellent customer experience throughout the sales, implementation and support process.

The Challenge

With a diverse product range, siloed internal departments, multiple direct sales teams and numerous reseller relationships, Sharp faces a challenge when it comes to the provision of a consistent customer experience, in particularly for its business customers.

In order to tackle this issue, Sharp needed a single partner who could act as a bridge between products, divisions and teams … and specifically one who could provide a single point of contact for its customers.

Sharp was looking for a trusted long-term partner to manage build, installation and warranty support. Of prime importance, the company wanted to deliver comprehensive adoption support and training in order to help maximise customersinvestment in its technologies.

Crucially, a strategic partner would free up Sharps team to do what they do best: design and sell innovative products.

The Solution

AzteQ was selected following a competitive pitch, which saw Sharp consider a number of service and support providers.

The company has been chosen to provide build and implementation services, managed services, warranty management and end user training for Sharp customers. With a comprehensive line-up of engineers, project managers and customer experience experts, AzteQ promised to deliver smooth seamless implementation and ongoing support for customers.

Particularly important was AzteQ’s consultative approach and its bespoke delivery framework (CUBe) which puts the user experience at the heart of everything it discovers, designs and deploys.

The Sharp team was impressed by AzteQ’s reliability, ability to flex and its responsiveness, together with its transparent pricing and collaborative and open client relationships.

Crucially, AzteQ is able to free up in-house Sharp resources to concentrate on innovative and groundbreaking product development.

The Result

Through AzteQ, customers have benefitted from a single point of contact, who can manage everything from installation and warranty support to training, troubleshooting and more.

Rebecca Knight, UK Sales Manager at Sharp commented, “We saw immediate results, particularly in an improved warranty and repair process, which is now smooth and seamless for our customers. Were delighted with AzteQs responsive, flexible and reliable service and its ability to provide a holistic approach for our customers. AzteQ is now an integral part of the business.”

Of crucial importance this such an important focus on customer experience has given Sharp a competitive advantage in a crowded and competitive market – helping it establish long-term and fruitful customer relationships.