Sharp-Roxy (Hong Kong) Limited

Introv Salesforce.com Social & Mobile Service Center
“Comprehensive Field Service with Call Center Solution”

ABOUT SHARP-ROXY (HONG KONG) LIMITED

  • Consumer products, document systems and electronic components provider and employer in Hong Kong serving since 1987
  • Joint venture between Sharp Corporation of Japan (Sharp) and Roxy Electric Company Limited
  • As a green, caring company, Sharp launches environment-friendly products
  • Products industry: Consumer Electronic

Sharp-Roxy Grows Rapidly With IntrovSolution

Deployed Introv solution (powered by Salesforce.com Sales Cloud & Service Cloud) to Call Center, Field Services for:

  • Case and solution management – Centralize database to keep all supports and/or complaints enquiries and to find the common solutions of past enquiries
  • Service entitlement and contract management – Determine if customers are eligible for support based on a particular asset, account, or service contract. Also represent different kinds of customer support, such as warranties, subscriptions, or service level agreements
  • Service order e-signature endorsement via mobile
  • Account and contact management – Customizable customer profile to keep all necessary information in a centralize database and tied with an associate of account
  • Product management, price book management and content library – Centralize database to keep all detail information of products or services offering
  • Reports & dashboards management – Flexible to configure personalized dashboards and numbers of reports

Results & Benefits

  • Increased productivity and efficiency of field technician by supporting mobile devices; reduced in field service queues
  • Improved integration with backend ERP system for providing single interface with centralized information and supporting decision making on approval request; less time to complete service cases