Sharp Corporation
How a dedicated Aureon Contact Center team delivers brand-defining support for Sharp's AV portfolio and partner ecosystem, year after year.
Partnership Overview
The Challenge Sharp Faced
Supporting a large technology portfolio requires consistent service and deep product expertise. Customers and channel partners expect fast response times, knowledgeable troubleshooting, and support that reflects the Sharp brand.
Maintaining that standard internally would require significant resources. Sharp needed a partner capable of consistent service while preserving product knowledge, with scale, continuity, and expertise that grows over time.
Scale Without Sacrifice
Growing support volume while maintaining the brand-consistent experience Sharp's customers and partners expect.
Long-Term Continuity
Retaining deep product knowledge over time rather than restarting from scratch with new agents or vendors.
Aureon's Dedicated Support Program
The Aureon Contact Center built a specialized team with deep Sharp product knowledge that compounds over time, not a generic support desk, but a program designed to feel like an extension of Sharp's own team.
Dedicated Team
Long-tenured agents with deep Sharp product knowledge built over years of service.
L1–L2 Technical Support
Customer inquiries handled through Level 2 troubleshooting across Sharp's full product line.
Premier Partner Channels
Priority handling for Elite+ partners and high-value customers for a VIP experience.
Integrated Technology
WebEx + Salesforce for call monitoring, reporting, and full visibility into performance.
Measurable Results, Year After Year
Since partnering with Aureon, Sharp has seen consistent, measurable results backed by 16+ years of continued collaboration and a shared commitment to customer excellence.
Product Expertise
Agents averaging 11 years of tenure bring deep product familiarity, enabling faster and more accurate troubleshooting.
Efficient Resolution
A 2.72-day average ticket closure keeps downtime minimal and issues moving quickly toward resolution.
Consistent, Scalable Experience
Standardized processes and flexible staffing deliver uniform quality across every interaction and volume level.
Internal Focus
With support handled, Sharp's team stays focused on innovation, product development, and business growth.
Key Results
Customers and partners reach a knowledgeable agent within 15 seconds, consistently.
Reflecting consistent, high-quality support across every interaction with Sharp customers.
Customer and channel partner contacts managed annually with consistent quality.
A long-tenured relationship built on trust, performance, and shared commitment to excellence.
Fast resolution times keep Sharp's customers productive and minimize downtime.
Deep institutional knowledge means agents understand Sharp products as well as internal teams.
Aureon helps us consistently deliver the Sharp brand experience our customers expect. Their dedication to service excellence ensures every interaction reflects the quality and support our brand stands for.
16+ Years of Shared Commitment
Since first partnering with Aureon, Sharp has consistently relied on Aureon's Contact Center to deliver the brand experience their customers and channel partners expect. What began as a dedicated support engagement has grown into one of Aureon's longest and most successful client relationships.
The key to this longevity is a shared commitment to quality and continuity. Rather than rotating agents in and out, Aureon has built a stable team of specialists whose average tenure on the Sharp account exceeds 11 years. That institutional knowledge directly translates to faster resolutions, more accurate troubleshooting, and a support experience that feels like an extension of Sharp's own team.
With Aureon managing the complexity of contact center operations, including staffing, training, technology, and reporting, Sharp's internal teams stay focused on innovation, product development, and driving business growth.
Frequently Asked Questions
Aureon's Contact Center provides a dedicated team for Sharp's AV portfolio and partner ecosystem. This includes handling all customer inquiries through Level 2 troubleshooting, priority channels for Elite+ partners and high-value customers, and integrated reporting via WebEx and Salesforce.
Sharp has achieved a 95% service level (agents reached within 15 seconds), 4.75/5 customer satisfaction, 80,000+ annual interactions managed, a 2.72-day average ticket closure time, and 16+ years of continuous, trusted partnership with Aureon.
Aureon uses WebEx for call monitoring and quality assurance, and Salesforce as the CRM platform for tracking and reporting on Sharp's customer and channel partner interactions. These tools provide full visibility into performance metrics and support trends.
Sharp and Aureon have maintained a continuous partnership for over 16 years. The Aureon support agents on Sharp's account average 11 years of tenure, meaning Sharp benefits from deep, accumulated product knowledge that is virtually impossible to replicate with a standard outsourced support model.
Sharp achieves a 4.75 out of 5 customer satisfaction score through Aureon's Contact Center. This reflects the consistent, high-quality service delivered across every customer and channel partner interaction, supported by agents with deep product expertise and long average tenure.
Ready to Deliver Exceptional
Support at Scale?
Let's build a contact center program as dedicated to your brand as Sharp's team has been for 16+ years.
