How a Dedicated Aureon Team Delivers Brand-Defining Support for Sharp — Year After Year
Sharp Corporation's 16-year contact center partnership with Aureon delivers 95% service level, 4.75/5 customer satisfaction, and 80,000+ annual interactions from a tenured expert team.
Partnership Overview
Sharp Needed More Than a Contact Center, They Needed an Extension of Their Brand
Sharp Corporation requires contact center support that reflects the quality and precision their brand is known for. Handling L1 and L2 technical support across a full AV product portfolio, including priority service for Elite+ partner channels, demands deep product knowledge, consistent agent performance, and a long-term commitment to the Sharp customer experience.
High agent turnover, generic training, and rotating staff would undermine everything Sharp stands for. They needed a partner with the stability, expertise, and dedication to become an indistinguishable extension of the Sharp team, not just a vendor fielding calls.
Deep Product Knowledge Required
Supporting Sharp's full AV portfolio across L1 and L2 tiers requires technical expertise that takes months to build, and years to master at the level Sharp's customers expect.
Brand Standards at Every Touchpoint
Every customer interaction is a reflection of the Sharp brand. Agent inconsistency or generic support would erode the trust Sharp has built with customers and Elite+ partners over decades.
A Dedicated, Long-Tenured Team Built Around Sharp's Standards
Aureon provides Sharp with a dedicated contact center team, not a shared pool of rotating agents. Each team member is trained specifically on Sharp's product lines and service expectations, with tenure on the account averaging 11 years. That consistency builds the kind of institutional knowledge that dramatically shortens resolution times and strengthens every customer interaction.
Priority handling for Sharp's Elite+ partner channels ensures high-value relationships receive the elevated service they expect. Integrated technology through WebEx and Salesforce gives Sharp full visibility into call quality, ticket trends, and performance metrics, maintaining accountability at every level of the program.
Dedicated, Stable Team
Aureon assigns a dedicated team to Sharp, averaging 11 years on the account, delivering the product depth and consistency that rotational staffing simply cannot match.
L1–L2 Technical Support
Full Level 1 and Level 2 technical support across Sharp's entire AV product portfolio, with agents trained to the same standards as Sharp's internal technical team.
Elite+ Partner Priority Channels
Priority handling for Sharp's Elite+ partner network ensures high-value channel relationships receive the elevated service tier they require and expect.
WebEx & Salesforce Integration
Fully integrated technology stack, WebEx for call monitoring and quality assurance, Salesforce for CRM tracking, giving Sharp complete visibility into program performance.
16+ Years of 95% Service Level, 4.75/5 CSAT, and Growing
The numbers speak for themselves. After 16-plus years of continuous partnership, the Sharp–Aureon program delivers 95% service level with agents reached in under 15 seconds, 4.75 out of 5 customer satisfaction, and 80,000-plus annual interactions, with an average ticket closure of 2.72 days. As Rob Davis, VP Solutions and Service at Sharp, put it: "Their dedication to service excellence ensures every interaction reflects the quality our brand stands for."
95% Service Level Maintained
Agents are reached within 15 seconds, every month, consistently, a benchmark that holds across 80,000-plus annual interactions and 16 years of partnership.
4.75/5 Customer Satisfaction
Near-perfect satisfaction scores reflect the depth of expertise and genuine care Aureon's long-tenured Sharp team brings to every customer and partner interaction.
Key Results
Agents reached within 15 seconds, consistently. Aureon's dedicated Sharp team meets the service standard every month, at scale.
Near-perfect satisfaction scores reflect the depth of product knowledge and professionalism Aureon's long-tenured agents bring to every interaction.
More than 80,000 customer and partner contacts handled each year, across Sharp's full AV product portfolio and Elite+ partner priority channels.
Tickets resolved in under three days on average. Deep product expertise shortens resolution time and reduces repeat contacts.
The Aureon team assigned to Sharp averages 11 years on the account. That continuity builds institutional knowledge no onboarding program can replicate.
Sixteen-plus years of uninterrupted collaboration. Sharp keeps renewing because Aureon keeps delivering the service quality their brand demands.
"Aureon helps us consistently deliver the Sharp brand experience our customers expect. Their dedication to service excellence ensures every interaction reflects the quality our brand stands for."
Sixteen Years of Service Excellence for a Global Brand
Sharp and Aureon have maintained a continuous contact center partnership for over 16 years. The relationship succeeds through a shared commitment to quality and a deliberate focus on continuity. Rather than rotating agents through the account, Aureon maintains a stable team of specialists who average 11 years on the Sharp program, giving them product knowledge that goes far beyond what any training document can convey.
The team handles L1 and L2 technical support across Sharp's full AV portfolio, including priority service channels for Elite+ partners. WebEx and Salesforce are integrated throughout for call monitoring, quality assurance, and CRM tracking, giving Sharp full visibility into performance metrics in real time.
With 95% service level, 4.75/5 customer satisfaction, and 80,000+ annual interactions handled, the program delivers results that speak for themselves. Sharp keeps renewing because Aureon's team has become a genuine extension of the Sharp brand, one that customers trust and partners rely on.
Frequently Asked Questions
A dedicated Aureon team handles Level 1 and Level 2 troubleshooting across Sharp's full AV product portfolio. The team also manages priority service channels for Elite+ partners and uses WebEx and Salesforce for real-time call monitoring, quality assurance, and interaction tracking.
Sharp consistently achieves a 95% service level with agents reached within 15 seconds, a 4.75 out of 5 customer satisfaction score, over 80,000 annual interactions handled, and a 2.72-day average ticket closure. The partnership has run continuously for more than 16 years.
WebEx is used for call monitoring and quality assurance, providing Sharp with oversight of every interaction. Salesforce serves as the CRM, tracking all customer and partner contacts and giving Sharp's leadership real-time visibility into program performance and trends.
The partnership has been active for over 16 years with no interruptions. The agents assigned to the Sharp account average 11 years of tenure on the program. That consistency builds the kind of deep product knowledge and brand familiarity that Sharp customers and Elite+ partners rely on.
Long agent tenure means Aureon's team builds genuine product expertise over time rather than relying on documentation alone. Agents who have worked the Sharp account for over a decade handle complex issues faster, deliver more accurate resolutions, and interact with customers in a way that feels like speaking directly with Sharp. That consistency reduces handle time, improves first-contact resolution, and creates a brand experience Sharp's customers trust.
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